2011 Insurance & Savings Ombudsman Scheme complaints online

MEDIA RELEASE
27 April 2012

2011 Insurance & Savings Ombudsman Scheme complaints now available online

Anonymised summaries of all complaints resolved by the Insurance & Savings Ombudsman Scheme Inc. (ISO Scheme) in 2011 are now available on its website.

Last year the ISO Scheme resolved 230 disputes between its members and their customers.

Each case study offers valuable insights into how complaints are investigated and resolved by the ISO Scheme. “They are also a useful reference tool for members of the ISO Scheme’s dispute resolution service,” said Karen Stevens, Insurance & Savings Ombudsman.

“Having our case studies online means they are also freely available to consumers,” added Ms Stevens.
As an approved dispute resolution scheme, the ISO Scheme’s service is independent, impartial and free to consumers.

Last year, 97.5% of people who brought a complaint to the ISO Scheme found it was easy to use.

“As part of our responsibility to be accessible to consumers, we provide information to help people understand and resolve issues themselves. We do this through our Enquiries Freephone line (0800 888 202), our online FAQs and information sheets for consumers at http://www.iombudsman.org.nz, as well as building relationships with consumer organisations like Community Law Centres and Citizens Advice Bureaux,” the Insurance & Savings Ombudsman said.

Disputes about house and contents insurance contributed to many of the ISO Scheme’s complaints in 2011. “The Canterbury Earthquakes certainly had an impact on the number of enquiries the ISO Scheme received about house and contents insurance,” said Ms Stevens. “A lot of these were resolved before they became formal complaints,” she explained.

The earthquake related complaints investigated by the ISO Scheme in 2011 covered a range of issues including: loss of rent, temporary accommodation, quotes to repair damage and business interruption. The full range of Canterbury Earthquake related case studies is available at http://www.iombudsman.org.nz/earthquake-case-studies

“As the issues in Christchurch continue to evolve, especially as homes and businesses in begin to be repaired and rebuilt, I expect further questions from consumers about their insurance policies to the ISO Scheme,” Ms Stevens added.
Complaints investigated by the ISO Scheme can be upheld, partially upheld or not upheld. Sometimes complaints can be settled by an ISO Scheme case manager talking to the parties.

The ISO Scheme can look at complaints about financial service providers who are members of the ISO Scheme. It can only investigate a complaint after it has been reviewed by the financial service provider’s internal disputes resolution process.

For more information visit http://www.iombudsman.org.nz

ENDS

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