Insurance & Financial Services Ombudsman Scheme

18/10/2026

Health insurance has been in the news lately, with rising premiums and tighter criteria causing concern for many consumers.

We’re also seeing more disputes. For the first time, health insurance was the largest category of disputes we investigated this year, increasing by 91% and overtaking both house and motor vehicle insurance.

Many of these disputes involved disagreements about policy exclusions, eligibility for benefits, benefit limits, or changes to policy terms.

Read more at https://www.ifso.nz/media-releases/insurance-disputes-rise-to-record-levels

16/10/2026

This story is a good reminder to look at your insurance policy, check criteria for treatments, and know what you're covered for.

The celebrity chef says rule changes left him paying for surgery himself despite paying premiums since 1970.

08/10/2026

This year we concluded 833 dispute investigations, the highest number in our history, and an increase of 46% compared with the previous year. Our Annual Report is out now: https://www.ifso.nz/asset-link/2026-ifso-scheme-annual-report

24/09/2026

Travel insurance doesn’t cover everything - always check the exclusions in your policy. Read the full story of Tom's trip at: https://www.ifso.nz/case-studies/travel-claim-excluded-due-to-war-related-disruption

17/09/2026

Te Wiki o te Reo Māori is a time to celebrate and strengthen te reo Māori.

We're proud to offer information about our free and independent complaints service in te reo Māori.

Me pēhea te tuku amuamu, pātai rānei:https://ifso-assets-production.s3.amazonaws.com/docs/2201045-IFSO-Website-complaint-copy-Maori.pdf

07/09/2026

When someone brings a complaint to us, we gather the information and, with their permission, send it to the financial service provider for consideration through its internal complaints process.

We then stay in touch, follow up on progress, and help keep things moving. Many complaints are resolved at this stage, meaning consumers get an outcome without needing a formal investigation by the IFSO Scheme. Find out more at www.ifso.nz

07/09/2026

Many health and travel insurance policies exclude pre-existing conditions - medical conditions that exist at the time you arrange your insurance. This means if a claim relates to a pre-existing condition, the insurer will probably not accept the claim. This can result in unexpected costs and stress for the insured person, particularly if medical attention is required while overseas.

Different insurance policies will contain different definitions of a pre-existing condition. The definition can include a symptom, a sign, or a circumstance of the condition being present at the time you take out the policy, rather than requiring a diagnosis of the condition itself.

Learn more:

Health and travel insurers generally don’t provide cover for claims related to pre-existing medical conditions.

31/07/2026

WOF, tyres, your car’s safety — simple checks, big peace of mind. Insurance claims can be declined after an accident if your car is considered unsafe, even if it has a current warrant. Make sure your car is roadworthy. Find out more: https://www.ifso.nz/information/vehicle-insurance

Search for and make a complaint online about an insurance companies or financial service provider. Read helpful tips when taking out insurance or investing

28/07/2026

Mia's car was stolen and the offender was caught. Did she have to pay an excess to her insurer when she made her claim? Find out more about paying excess at https://www.ifso.nz/pages/excess

28/07/2026

An excess will generally always need to be paid when you make an insurance claim. To avoid any surprises at claim time, it is important you understand when you need to pay an excess and the amount to be paid. Find out more: https://www.ifso.nz/pages/excess