Please find below information and links to some of the key insurance industry bodies, including links and information regarding Consumer Disputes procedures. Please select from the following:

Financial Services Complaints Limited (FSCL)

• Insurance Advisernet and most of our members are participants of Financial Services Complaints Limited (FSCL).
• FSCL is an independent, not-for-profit External Dispute Resolution (EDR) scheme approved by the Minister for Consumer Affairs.
• FSCL provides dispute resolution services to participating FSPs and their clients. FSCL can make formal Determinations that are binding on FSPs.
• There is no cost to the client to make a complaint to FSCL.
• You may click here to go to the FSCL website, or alternatively, you can contact them:
  
  
  • Telephone: 0800 347 257
  • Email: complaints@fscl.org.nz
  • Post: FSCL, PO Box 5967, Wellington 6140.
• The other External Dispute Resolution scheme providers are:
  
  
  • Insurance & Financial Services Ombudsman Scheme (IFSO)
  • Financial Disputes Resolution (FDR), which is the reserve scheme.

Insurance Brokers Association of New Zealand (IBANZ)

• IBANZ represents the interests of the Fire & General insurance broking sector in New Zealand.
• All Insurance Advisernet Member Brokers are required to be IBANZ members and must agree to abide by the IBANZ Code of Conduct. A copy of this code is available here.
• If you feel that your FSP has breached the code, you may make a complaint to IBANZ. Further information can be found here.  

Insurance Council of New Zealand

• The Insurance Council of New Zealand (ICNZ) was established in 1895 to represent the fire and general insurance industry in New Zealand.
• The Insurance Council is governed by a Board of 10 members, appointed annually at the AGM. The Council aims to assist members in key areas affecting their business through effective advocacy and communication.
• ICNZ plays an active role in representing the insurance industry. Our members are all licensed under the Insurance (Prudential Supervision) Act 2010 and are signatories to the Fair Insurance Code, which requires insurers to act ethically. The Council also performs an important role in informing and educating consumers about key insurance issues and risks.

Fair Insurance Code

• All members of the Insurance Council must comply with the Fair Insurance Code.

Financial Markets Authority

• The Financial Markets Authority (FMA) is an independent Crown entity. They are responsible for ensuring public confidence in our financial markets and supporting the growth of New Zealand’s capital base through effective regulation.

Ministry of Business, Innovation and Employment

• The enforcer and regulator of company and financial services laws to protect consumers, investors and creditors.