What is the Insurance & Financial Services Ombudsman Scheme?
The Insurance and Financial Services Ombudsman Scheme is one of four schemes which are approved to provide free, independent and impartial financial disputes resolution services.
All financial services providers in New Zealand must belong to an approved disputes resolution scheme. Most insurance companies in New Zealand are members of the Insurance and Financial Services Ombudsman Scheme.
The Insurance & Financial Services Ombudsman Scheme can only help resolve disputes about service providers that are members.
To check whether your financial service provider is a member of the Insurance & Financial Services Ombudsman Scheme, refer to the list of participants on their website.
To find out how to make a complaint to this, or another financial disputes resolution scheme, see our Financial Services Complaints page.
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Can the Insurance & Financial Services Ombudsman help me if I have a complaint with someone else’s insurance company?
In short, no. The Insurance & Financial Services Ombudsman (IFSO) can only investigate complaints from consumers who have a contract with an insurance company (or financial service provider) which is a member of the IFSO Scheme.
If you have a dispute with someone else’s insurer you can make a complaint directly to the insurer and work through their internal complaints process. If this doesn’t end with a satisfactory result, you can then apply to the Disputes Tribunal.