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Case Notes to September 2012 now available online.


21 December 2012

Insurance & Savings Ombudsman Scheme Case Notes to September 2012 now available online.

Anonymised summaries of complaints resolved by the Insurance & Savings Ombudsman Scheme Inc. (ISO Scheme) to September 2012 are now available on its website.

In the 9 months from January to September 2012, the ISO Scheme resolved 194 complaints between its members and their customers, 45% of which related to general insurance, with an increase in complaints about house and contents insurance. “This is to be expected” said Karen Stevens, Insurance & Savings Ombudsman, “because 34% of those complaints related to the Canterbury earthquakes”.

In addition to the complaints investigations, the ISO Scheme has dealt with over 2,300 complaints enquiries. “Our aim is to resolve the complaints enquiries before they become complaints”, said Ms Stevens.

We try to assist the customers of our members to understand and resolve the issues themselves. We do this through our Enquiries Freephone line (0800 888 202), our online FAQ’s and information sheets for consumers at, as well as building relationships with various consumer organisations.

Complaints investigated by the ISO Scheme can be upheld, partially upheld or not upheld. Sometimes complaints can be settled by the ISO Scheme between the parties, before a decision is made. “That is the ideal solution for both parties, to agree a resolution themselves rather than for us to have to make a decision” said Ms Stevens.

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.

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