Complaints the ISO can consider
The ISO deals with complaints about personal insurance and savings products provided within New Zealand by Participants in the ISO Scheme, including:
- fire and general insurance
- health insurance
- life insurance
- savings schemes
The ISO can consider a complaint about a company if it relates to...
- house, contents, vehicle, travel, health, income protection, mortgage protection, critical illness, life insurance and superannuation
- Claims not in excess of $200,000, or $1,000 per week for a disability benefit (unless a claim has been accepted but a dispute arises over an amount which does not exceed the limits or unless by agreement with the company)
- policy interpretation
- claims made by, or on behalf of, the policy holder
- the amount payable under a claim
- small business claims
- financial advisers and brokers
However, the ISO cannot consider complaints about...
- awards of compensation or damages
- commercial or business insurance, except small business claims
- third party or uninsured losses
- premiums, charges, excesses, returns, underwriting decisions
- complaints which are, or have been, the subject of proceedings in another forum e.g. a decision has already been made in the courts
