Casebook

Casebooks have been published annually since 1999 and provide case summaries of all complaints considered by the ISO each year. Subject to availability, Casebooks can be purchased in hardcopy.

• Search the Casebooks

Consumer Information Sheets

We have prepared a series of Consumer Information Sheets on issues which are frequently the subject of complaints made by consumers to the ISO.

Christchurch Earthquakes

• Residential
• Small Business

Financial Services and Superannuation

• Personal Superannuation Plans - Withdrawals and Transfers

General Insurance (house, contents, vehicle)

• Basis of Settlement - Motor Vehicle Claims
• Breach of Conditions of Driver's Licence
• Duty of Care
• Insurance of Jewellery
• Modifications to Vehicles
• Policy Excesses
• Proving Your Loss
• Sudden or Gradual Damage

Health and Disability Insurance

• Health Disclosure
• Disability Insurance
• Pre-Existing Conditions - Health and Travel
• Policy Excesses

Non-disclosure

• Health Disclosure
• The Law - Duty of Disclosure
• Disclosure - Material Facts

Travel Insurance

• Pre-Existing Conditions - Health and Travel
• Policy Excesses
• Proving Your Loss
• Travel Insurance

Brochures

• ISO Disputes Brochure, May 2011 (for Consumers)
• ISO Scheme Brochure (for Participants)

ISO Rules and Terms of Reference

• ISO Rules
• ISO Terms of Reference

Assessment Newsletter

We publish an e-newsletter for our members called Assessment. It includes recent case studies, industry news and updates about the activities of the ISO. If you would like to receive our newsletter subscribe here.

• Issue 27, February 2012
• Issue 26, December 2011
• Issue 25, August 2011
• Issue 24, May 2011
• Issue 23, December 2010
• Issue 22, June 2010
• Issue 21, December 2009
• Issue 20, June 2009
• Issue 19, December 2008
• Issue 18, June 2008
• Issue 17, December 2007
• Issue 16, April 2007
• Issue 15, September 2006
• Issue 14, April 2006
• Issue 13, May 2005
• Issue 12, September 2004
• Issue 11, June 2004
• Issue 10, February 2004
• Issue 9, July 2003
• Issue 8, July 2002

Online Articles about the ISO

• Turning Complainants into customers
  By Benn Bathgate, Good Returns, 22 September 2011
• Ombudsman's team just for Christchurch
  By Martin Van Beynen, The Press, September 2011
• Ombudsman steps up involvement as queries surge
  By Lois Cairns, The Press, September 2011
• Insurance Disputes - Where do you turn?
  By Janine Starks, Financial Agony Aunt, The Press, August 2011

Annual Report

• ISO 2011 Annual Report
• ISO 2010 Annual Report
• ISO 2009 Annual Report
• ISO 2008 Annual Report
• ISO 2007 Annual Report
• ISO 2006 Annual Report
• ISO 2005 Annual Report
• ISO 2004 Annual Report
• ISO 2003 Annual Report

Independent Reviews

In 2003 and 2008, the ISO Commission conducted reviews of the ISO Scheme. This was in accordance with the ISO's Terms of Reference which require regular public reviews of the ISO Scheme.

• 2008 Review of the ISO Scheme
• 2003 Review of the ISO Scheme

Past ISO Conferences

• ISO Conference September 2008
• ISO Workshop and Conference 25 and 26 September 2006
• ISO Conference 28 September 2004