Complaints the ISO can consider


The ISO Scheme deals with complaints about personal insurance and savings products and other financial services provided within New Zealand by Participants in the ISO Scheme, including:

  • fire and general insurance
  • health and life insurance
  • savings and superannuation schemes
  • financial advice
  • investments
  • loans and credit

The ISO Scheme can consider a complaint about a Participant if it relates to...

  • house, contents, vehicle, travel, health, income protection, mortgage protection, critical illness, life insurance and superannuation, investments, financial advice, loans and credit, any other financial services covered by the Financial Service Providers (Registration and Dispute Resolution) Act 2008.
  • 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 and contract interpretation
  • a financial service provided to a person or small business
  • the amount payable under a contract
  • small business claims
  • financial advice or other financial services provided by a Participant

However, the ISO Scheme cannot consider complaints about...

  • awards of compensation or damages
  • commercial or business financial services provided, except to small business
  • 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
  • a financial service provided by an individual or company which is not a Participant in the ISO Scheme