Insurance & Financial Services Ombudsman Scheme

15/06/2026

A man who fell through his bathroom floor is one of a growing number of people caught out by gradual damage. Read the RNZ story on this issue below.

Because the leak had been there a while, the claim was capped.

11/06/2026

If your flight is cancelled due to operational reasons, your travel insurance might not help. Read more https://www.ifso.nz/media-releases/flight-cancelled-but-no-cover-from-travel-insurance

09/06/2026

AI can be useful, but it can also get things wrong or make it harder for us to understand what has gone wrong for you. Read our tips for using AI in a way that is safe and effective: https://www.ifso.nz/pages/using-ai-to-help-with-your-complaint

08/06/2026

Paula noticed damage caused by a leak in the door and made an insurance claim. Did her insurer need to pay it?

Gradual damage is a common issue in insurance claims, learn more at https://www.ifso.nz/pages/gradual-damage

28/05/2026

Learner licence? You need to have a supervisor sitting in the front passenger seat when driving. Breaching your licence conditions can mean your insurance claim is declined if something goes wrong — so you could end up paying the costs yourself.
Find out more: https://www.ifso.nz/pages/breaking-driver-licence-conditions

17/05/2026

We resolve complaints about insurance and financial services. Find out more about using our service: https://www.ifso.nz/

14/05/2026

Planning to ride a scooter overseas? Check your insurance cover. It's common for travel insurance to exclude scooter use unless extra cover is purchased. Read the full case study here: https://www.ifso.nz/case-studies/claim-declined-after-scooter-accident-overseas

11/05/2026

Keep records of your purchases and obtain regular valuations for high value items like jewellery. If you don’t provide sufficient proof of ownership, your insurer may decline the claim.
Read more: https://www.ifso.nz/pages/lack-of-proof-of-ownership

22/04/2026

Uncertainty about climate adaptation and who should pay for it is becoming an increasingly common issue for homeowners, insurers and councils, and this issue is not going away, especially with the number of storms we’re seeing now. There are urgent decisions to be made about how adaptation will be managed and funded.

We have no power to require an insurer to make payments outside the terms of the policy, on a goodwill basis. In this case, we found that the insurer was not required to cover the extra cost of raising the floor level when a flood-damaged home was rebuilt.

Read more: https://www.ifso.nz/media-releases/insurer-not-required-to-cover-recommended-flood-upgrade

20/04/2026

To those in Wellington and other affected areas, we hope you are staying safe. See our tips on dealing with insurance + severe weather events here: www.ifso.nz/information/natural-disasters