# B-T14-M-01: My car insurance claim was declined. Who can I complain to? Collected 11 October 2026 [Car insurance study](https://nzbrands.ai/research/insurance/car-insurance) ## ChatGPT Answer ID: cc3b7e43-944e-465a-9865-6b0ce3cdda0f In New Zealand, if your car insurance claim has been declined and you believe the decision is unfair, you can complain to your insurer first, then escalate to an independent financial dispute resolution service for free. A declined insurance claim is a recognised type of complaint these services can investigate. [Car insurance](https://www.consumerprotection.govt.nz/help-product-service/cars/paying-registering-insuring-car/car-insurance)[What can we help with?](https://fscl.org.nz/make-a-complaint/what-can-we-help-with/) ## Who can you complain to? ### 1. Your insurer's complaints team Start here if you haven't already made a formal complaint. - Ask for the specific policy wording and reasons used to decline your claim. - Explain why you disagree, referring to your policy and any evidence that supports your claim. - State what outcome you want, such as having the claim accepted and your repair costs covered. - Ask for a written final response if the insurer will not change its decision. The Insurance Council of New Zealand says insurers should acknowledge formal complaints within five business days and respond within 10 business days under the Fair Insurance Code. If the dispute remains unresolved, the insurer should explain how to escalate it. [How to Make an Insurance Complaint (NZ)](https://www.icnz.org.nz/individuals/making-a-complaint/)[Making a complaint about your financial service provider](https://www.consumerprotection.govt.nz/help-product-service/managing-money/how-to-complain-about-your-financial-service-provider) ### 2. The Insurance & Financial Services Ombudsman (IFSO) The Insurance & Financial Services Ombudsman Scheme is a good place to start if your insurer has rejected your formal complaint and your insurer belongs to its scheme. - Phone: 0800 888 202 - Website: [ifso.nz](https://www.ifso.nz/) - Cost: Free for consumers. IFSO independently investigates complaints about its member insurers and financial service providers. Check that your insurer is a member before applying. [Insurance & Financial Services Ombudsman Scheme](https://www.ombudsman.parliament.nz/others-who-can-help/complaints-a-z/insurance-financial-services-ombudsman-scheme)[Resolving disputes and claims](https://www.nzcrs.govt.nz/our-services/resolving-disputes-and-claims/) ### 3. Financial Services Complaints Ltd (FSCL) Another independent service is Financial Services Complaints Ltd. It specifically handles insurance claim disputes for providers that belong to its scheme. - Phone: 0800 347 257 - Website: [fscl.org.nz](https://fscl.org.nz/make-a-complaint/) - Cost: Free for consumers. You can contact FSCL even if you're unsure which scheme your insurer belongs to; it can help direct you to the right service. [FAQs](https://fscl.org.nz/make-a-complaint/faqs/)[Make a complaint](https://fscl.org.nz/make-a-complaint/) Other providers may belong to the Financial Dispute Resolution Service (FDRS). You can check your policy documents or ask your insurer which scheme it belongs to. [Making a complaint about your financial service provider](https://www.consumerprotection.govt.nz/help-product-service/managing-money/how-to-complain-about-your-financial-service-provider) ## What should you do next? 1. Get the insurer's refusal letter and the policy wording. 2. Lodge a formal complaint with the insurer if you haven't already. 3. If the insurer maintains its decision, contact its external dispute resolution scheme. 4. Keep copies of photographs, repair estimates, emails, police reports (if applicable), and other supporting evidence. If the dispute remains unresolved after the external process, the Disputes Tribunal or courts may be options, depending on your circumstances. [Car insurance](https://www.consumerprotection.govt.nz/help-product-service/cars/paying-registering-insuring-car/car-insurance)[Making a complaint about your financial service provider](https://www.consumerprotection.govt.nz/help-product-service/managing-money/how-to-complain-about-your-financial-service-provider) ## I can help you work out your best next step Which insurance company declined your claim? If you tell me its name and, briefly, why it declined the claim (for example, an alleged policy exclusion, an undisclosed modification, or disagreement about who caused the accident), I can help you identify the appropriate complaints service and explain how to challenge the decision. ## Gemini Answer ID: af215163-fc1d-413b-8900-1ce939a370ca If your car insurance claim has been declined in New Zealand, you have a clear, structured path to challenge the decision. You do not have to accept the initial rejection if you believe it is unfair or incorrect. --- ### Step 1: Request a Formal Decline Letter Before complaining, ensure you have the decision in writing. Ask your insurer for a formal decline letter that specifies: * The exact reason for the refusal. * The specific policy clause, exclusion, or condition they are relying on. * Any evidence or reports they used to reach their conclusion. --- ### Step 2: Use the Insurer’s Internal Dispute Resolution (IDR) By law under the Financial Services Complaints Code, all New Zealand insurers must have an internal complaints process: * **What to do:** Contact your insurer's internal complaints team (not just the claims officer who turned you down). Submit a formal request for a review, pointing out why you disagree and providing any missing context or evidence. * **Cost:** Free. * **Outcome:** The insurer will investigate and issue a "deadlock letter" or final decision if they refuse to change their stance. --- ### Step 3: Escalate to an Independent Dispute Resolution Scheme (Free Ombudsman) If your insurer's internal review still upholds the decline and you remain unsatisfied, you can take your complaint to an **External Dispute Resolution (EDR) scheme**. Every licensed insurer in New Zealand belongs to one of two approved schemes: 1. **Insurance & Financial Services Ombudsman (IFSO) Scheme:** * Covers many major general insurers. * **Cost:** Completely free for consumers. * **Binding:** If the Ombudsman rules in your favor, the decision is **binding on the insurer** (though you can still choose to go to court if you disagree). * **Contact:** ifso.nz | 0800 888 202 2. **Financial Services Complaints Limited (FSCL):** * An alternative approved dispute resolution scheme depending on which service your insurer is registered with. * **Cost:** Free for consumers. * **Contact:** fscl.org.nz | 0800 347 257 *(Check your insurance policy document or your insurer's website to see whether they belong to IFSO or FSCL).* --- ### Step 4: Legal Action (Last Resort) If the dispute falls outside the financial limits of the Ombudsman schemes or you are unhappy with their determination, your final option is to take the matter to the **Disputes Tribunal** (for smaller claims within financial limits) or the **District/High Court**. Legal action can incur costs, so it is typically reserved as a last resort after exhausting the free Ombudsman channels. --- Would you like help drafting an internal complaint letter to your insurance company? ## AI Overviews Answer ID: 91590e53-d7a5-4409-ac45-3e65fed31a70 If your car insurance claim has been declined in New Zealand, you must **first follow your insurance company's internal complaints process**. If they maintain their decision and issue a final "deadlock letter", you can then escalate the dispute for free to an **approved external dispute resolution scheme**. Follow this official step-by-step process to challenge the declined claim: Step 1: Formal Internal Complaint Before any external agency can help, you must give your insurer the chance to fix the issue. * **Request the reason in writing:** Ask your insurer for the precise policy clause or exclusion they are using to decline the claim. * **Lodge a formal complaint:** Submit a written complaint to your insurer's internal complaints or "customer resolutions" department. * **Gather evidence:** Provide any relevant evidence that counters their reason, such as photos, mechanic reports, or bank statements. * **Timeframe:** Under the New Zealand [Fair Insurance Code](https://www.icnz.org.nz/individuals/about-the-code/), insurers must acknowledge your complaint within **5 business days** and have up to **2 months** to reach a final resolution. Step 2: Escalate to an External Dispute Resolution Scheme If your insurer rejects your internal complaint, or if **2 months** pass without a resolution, request a formal **"deadlock letter"**. By law, every insurance provider in New Zealand must belong to one of the following independent, government-approved schemes, which are **entirely free for consumers** : Scheme| Contact Information| Details ---|---|--- **Insurance & Financial Services Ombudsman (IFSO)**| [IFSO Website](https://www.ifso.nz/) • 0800 888 202| The most common scheme for major retail insurers (e.g., AA Insurance, State, AMI, IAG). **Financial Services Complaints Ltd (FSCL)**| [FSCL Website](https://www.fscl.org.nz/) • 0800 347 257| An independent financial ombudsman service used by many specialized insurers and brokers. **Financial Dispute Resolution Service (FDRS)**| [FDRS Website](https://fdrs.org.nz/) • 0508 337 337| Another approved scheme that resolves disputes with participating financial providers. _Note: You must lodge your external complaint within**3 months** of receiving your deadlock letter._ How do I know which scheme my insurer belongs to? If you are unsure which scheme handles your provider, you can check: 1. Your insurance policy document under the "Dispute Resolution" or "Complaints" section. 2. The insurer's website complaints page. 3. The official [Financial Service Providers Register (FSPR)](https://fsp-register.companiesoffice.govt.nz/). * * * If you would like to move forward, tell me **which insurance company** you are with and the **reason they gave for declining the claim**. I can help you draft a clear internal complaint letter. ## Google AI Mode Answer ID: f4727b03-bc50-4f12-90c2-5ef849672255 If your car insurance claim has been declined in _New Zealand_ , you must **first complain directly to your insurance company’s internal dispute resolution or complaints department** before escalating the matter externally. Step 1: Internal Complaints Process with Your Insurer * * **Contact the Insurer:** Ask for the decision and the specific reasons to be provided **in writing**. * **Lodge a Formal Complaint:** Tell them you want to make a formal complaint through their internal dispute process. By industry standards, they have up to 2 months to resolve the issue or issue a deadlock letter. [Insurance Council of New Zealand (ICNZ)+1] * Step 2: External Dispute Resolution Schemes If your insurer upholds their decision or fails to resolve the complaint within 2 months, you can take your case to an **independent, free dispute resolution scheme** that your insurer belongs to. Check your policy document or your insurer's website to see which scheme they use: * * **Insurance and Financial Services Ombudsman (IFSO):** You can contact the [IFSO Scheme](https://www.ifso.nz/) if your insurer is a participant, which handles free consumer dispute resolution. * **Financial Services Complaints Limited (FSCL):** Alternatively, your insurer may be registered with [FSCL](https://www.fscl.org.nz/), another approved external ombudsman service for financial complaints. [Insurance Council of New Zealand (ICNZ)] * If you'd like, tell me: * **The specific reason** your insurer gave for declining the claim * **The name of your insurance company** I can help you outline what evidence or points to raise in your dispute.