Using the ISO

 
  1. What type of financial services can the ISO look at?
  2. No company will insure me, can the ISO help?
  3. I am not happy with the increase in my premium.  Can the ISO help?
  4. Do I have to pay for my complaint to be investigated by the ISO?
  5. Is there a deadline for making a complaint?
  6. Do I need a lawyer?
  7. How long will the ISO's investigation take?
  8. Does the ISO award compensation or fine a Participant?
  9. What happens if I don't accept the ISO's decision?
  10. What happens if the Participant doesn't accept the ISO's decision?

1. What type of financial services can the ISO look at?

The ISO can look at complaints involving financial services covered by the Financial Service Providers (Registration and dispute Resolution) Act 2008, including: products such as vehicle, house and contents insurance as well as medical, income protection insurance, savings and superannuation schemes, financial advice, investments and loans and credit.  The ISO does not have jurisdiction to consider complaints about commercial insurance policies, except small business claims. more

2. No insurer will insure me, can the ISO help?

No.  The ISO does not have jurisdiction to get involved in a dispute about an insurer's commercial decision.  This includes a decision to not insure a person, apply exclusions to terms of cover, set the premium level or apply an excess to a claim.

3. I am not happy with the increase in my insurance premium.  Can the ISO help?

No.  Provided the change has been made in accordance with the contract provisions, the ISO does not have jurisdiction to get involved in an insurer's decision about the level of premium charged.

4. Do I have to pay for my complaint to be investigated by the ISO?

No, our service is free to consumers.

5. Is there a deadline for making a complaint?

Yes. When the Participant has sent you a letter of "deadlock", you have 2 months from the date of the letter to send a complaint to the ISO. If 2 months has passed, the Participant would need to agree before the ISO could look at the complaint.

6. Do I need a lawyer?

No. We are an informal scheme so it is not necessary to employ a lawyer. If you do want to use a lawyer, please note that the ISO is unable to make the Participant pay your legal expenses, even if your complaint is upheld.

7. How long will the ISO's investigation take?

It depends on how complex your complaint is and how quickly all the information we need can be obtained. We try to assess all complaints within 90 days of accepting a complaint. Some complaints will take longer.

8. Can the ISO award compensation or fine a Participant?

No. The ISO cannot award compensation or make a Participant pay any money outside the terms of the policy. The ISO's role is to settle disputes between consumers and Participants. All the ISO can do is make sure the Participant correctly and reasonably applies the terms of the contract.

In certain circumstances, the ISO can require a Participant to pay you up to $3,000 where special inconvenience or expense has been incurred.

9. What happens if I don't accept the ISO's decision?

You do not have to accept any decision the ISO makes. You can withdraw from our procedure at any time without affecting your rights to take your complaint to another forum, such as the courts.

10. What happens if the Participant doesn't accept the ISO's decision?

The Participant has to accept the final decision the ISO makes about your complaint.