# CL-H-11: My house insurer has rejected part of our claim. How do I complain or ask someone independent to review it? Collected 11 October 2026 [Home and contents insurance study](https://nzbrands.ai/research/insurance/home-contents-insurance) ## ChatGPT Answer ID: 8ea9bfc6-401c-4fbb-b139-058aa2d29195 In New Zealand, if your house insurer has rejected part of your claim, you can make a formal complaint to the insurer and, if it isn't resolved, ask an independent insurance dispute resolution service to review it. You don't have to accept the insurer's decision just because it has been made. The best route depends on which insurer you use and the reason it has declined part of your claim. Here's how to proceed. ## 1. Complain to your insurer first Write to your insurer's complaints team and say that you dispute the decision to decline part of your claim. Ask for a formal review under its internal complaints process. In your complaint, include: - Your claim number and the date of the damage. - The part of the claim that was rejected and the amount involved, if known. - Why you disagree with the decision. - Relevant evidence, such as photos, building reports, repair quotes, invoices or an independent assessment. - What outcome you want, such as payment for the declined repairs or a reassessment by another assessor. Ask the insurer to explain its decision in writing, including the exact policy wording it relies on, the evidence considered and why it believes that wording applies to your damage. Keep copies of all correspondence and take note of any complaint deadlines. If repairs are urgent, explain that in writing and ask how you should proceed while the dispute is being reviewed. ## 2. Get an independent review New Zealand has free, independent dispute resolution schemes for insurance complaints. You generally need to give your insurer a chance to resolve the complaint first. Which scheme you use depends on your insurer. [Complain about your financial services provider](https://www.govt.nz/browse/consumer-rights-and-credit-record/how-to-complain/complain-about-your-financial-services-provider/)[What can we help with?](https://fscl.org.nz/make-a-complaint/what-can-we-help-with/) Insurance & Financial Services Ombudsman Scheme (IFSO) Handles complaints about participating insurers and other financial service providers. Its service is free and independent. - Phone: 0800 888 202 - Website: [ifso.nz](https://www.ifso.nz/) Source: [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/) Financial Services Complaints Ltd (FSCL) Investigates eligible complaints, including declined insurance claims, for insurers that belong to its scheme. - Phone: 0800 347 257 - Website: [fscl.org.nz](https://fscl.org.nz/make-a-complaint/) Source: [Make a complaint](https://fscl.org.nz/make-a-complaint/)[FAQs](https://fscl.org.nz/make-a-complaint/faqs/) There is also the Financial Dispute Resolution Service (FDRS), which handles complaints about its participating providers. You can call 0508 337 337 or visit [fdrs.org.nz](https://fdrs.org.nz/). [The process » Financial Dispute Resolution Service](https://fdrs.org.nz/complaints/the-process)[Complain about your financial services provider](https://www.govt.nz/browse/consumer-rights-and-credit-record/how-to-complain/complain-about-your-financial-services-provider/) How to choose: Ask your insurer which external dispute resolution scheme it belongs to, or check the dispute resolution section of your policy documents. You can also contact FSCL and ask them to direct you to the correct scheme. [Complain about your financial services provider](https://www.govt.nz/browse/consumer-rights-and-credit-record/how-to-complain/complain-about-your-financial-services-provider/)[Search financial service providers](https://fscl.org.nz/search-financial-service-providers/) The independent scheme can examine your complaint and the insurer's reasons, and try to resolve the dispute. Depending on the scheme and its rules, it may also make a formal decision. Important: Check the deadline in your insurer's final response or deadlock letter. Referral deadlines can be short, so don't assume you can wait indefinitely. [Fair Insurance](https://icnz.org.nz/wp-content/uploads/2023/01/Fair_Insurance_Code_2020_te_reo_logo.pdf) ## 3. If your claim relates to a natural disaster If the rejected part concerns earthquake, flood or other natural-disaster damage, the [New Zealand Claims Resolution Service](https://www.nzcrs.govt.nz/our-services/resolving-disputes-and-claims/) may also be able to help. It offers information about dispute options and access to independent mediation for eligible insurance disputes. [Resolving disputes and claims](https://www.nzcrs.govt.nz/our-services/resolving-disputes-and-claims/) You can also consider getting an independent building report or repair estimate if the disagreement is about the cause of damage, the extent of repairs required or the cost of reinstatement. Ask the insurer whether it will reconsider its decision based on that evidence. ## 4. A complaint letter you can use Writing **Subject: Formal complaint – partial decline of house insurance claim [claim number]** Dear Complaints Team, I am writing to make a formal complaint about your decision to decline part of my house insurance claim, reference [claim number], relating to damage at my property on [date]. I disagree with the decision to decline [describe the repairs, damage or costs that were rejected]. Please arrange a formal review of this decision. I would like you to: 1. Explain the specific policy wording relied on to decline this part of the claim. 2. Provide the reasons for your decision, including the evidence and assessments considered. 3. Reconsider the declined portion of the claim, taking into account the supporting evidence I have provided. 4. Arrange for an appropriately qualified person who was not previously responsible for the decision to review the matter, if possible. My reasons for disputing the decision are as follows: [Briefly explain why you believe the damage or repairs should be covered.] I would like the declined portion of my claim to be accepted and the reasonable costs covered in accordance with my policy. Please confirm that you have registered this as a formal complaint and advise me of the next steps and expected timeframe for your review. If we cannot resolve this complaint, please provide details of your external dispute resolution scheme and explain how I can refer the matter for independent review. Kind regards, [Your name] ## I can help you work out your next step Which insurance company are you with, and what reason did they give for rejecting part of the claim? For example, they might have rejected the cost of some repairs, said the damage was caused by gradual deterioration, disputed the cause of the damage, or applied an exclusion in the policy. With those two details, I can help you identify the right independent complaints service and suggest how best to challenge the specific decision. ## Gemini Answer ID: 89583f7e-455d-46b4-9f18-d9a497ba81c6 If your house insurer has rejected part of your claim, you have clear rights to challenge the decision and have it independently reviewed. --- ### Step 1: Complain to your insurer directly (Internal Dispute Resolution) Before an independent scheme can look at your case, you must give your insurance company the opportunity to fix it. * **Contact their Internal Dispute/Complaints Department:** Look at your insurer’s website or your policy documents for their specific complaints process. * **Submit in writing:** Send an email or letter detailing why you disagree with the rejection. Include any supporting evidence—such as builder or engineer quotes, photos, or specific policy clauses. * **Ask for a deadlock letter:** If they maintain their decision, ask them to issue a "deadlock" or final response letter. This confirms that internal avenues are exhausted and allows you to take the matter externally. ### Step 2: Escalate to an Independent Dispute Resolution Scheme (EDR) By law, all financial service providers in New Zealand must belong to an approved, independent dispute resolution scheme. This service is **completely free** for consumers. Depending on which scheme your insurer belongs to, you can escalate your claim to one of the following: * **Insurance & Financial Services Ombudsman (IFSO) Scheme:** (Website: `ifso.nz`, Phone: `0800 888 202`) * **Financial Services Complaints Ltd (FSCL):** (Website: `fscl.org.nz`, Phone: `0800 347 257`) *Note: If your insurer's final decision isn't changed through their internal process, they are required to give you a letter with details on how to contact their specific dispute resolution scheme.* ### Step 3: Get Free Independent Expert Advice If your claim involves natural disaster damage (or if you are feeling overwhelmed by the process), you can access government-funded support: * **New Zealand Claims Resolution Service (NZCRS):** (Website: `nzcrs.govt.nz`) * They provide free, independent advice, support, and can help connect you with legal, engineering, or technical specialists to review your claim. --- **Would you like help drafting a formal dispute email to your insurer to challenge the rejected portion of your claim?** ## AI Overviews Answer ID: da47ce16-fc43-44a3-b80f-ea28f48b827f If your New Zealand house insurer has partially rejected your claim, you have the right to dispute the decision. You must follow a structured **two-step escalation process**. First, you must give your insurer a chance to review the decision internally. If you cannot reach an agreement, you can pass your case to a completely independent, free dispute resolution scheme. Step 1: File an Internal Complaint with Your Insurer Before an independent third party can step in, you must officially exhaust your insurance company's internal complaints process. * **Request a Written Explanation:** Ask your insurer to explicitly state in writing which clause or exclusion in your policy they are relying on to reject part of your claim. * **Gather Your Evidence:** Collect independent documentation to counter their assessment. This may include independent builder or engineering reports, photos of the damage, or original purchase quotes. * **Lodge a Formal Complaint:** Contact your insurer and ask to speak with their **Internal Disputes Resolution (IDR) team** or manager. * **Get a "Deadlock Letter":** If the insurer reviews your claim and still refuses to cover the damage, ask them for a **Letter of Deadlock**. This document formally states that neither side can agree and clears you to take the matter to an independent reviewer. Step 2: Escalate to an Independent Dispute Resolution Scheme Every insurance provider in New Zealand is legally required to belong to an approved, free, and independent external dispute resolution scheme. They act as an impartial mediator and their final decisions are binding on the insurer. Check your insurer's disclosure guide or website to see which of the following two schemes they belong to: * **Insurance & Financial Services Ombudsman (IFSO Scheme):** The primary scheme handling the vast majority of New Zealand house insurance disputes. You can learn more or lodge a dispute online via the [IFSO Website](https://www.ifso.nz). * **Financial Services Complaints Limited (FSCL):** Another common independent scheme utilized by several boutique or specialized insurers. Disputes can be submitted directly through the [FSCL Website](https://www.fscl.org.nz). Alternative Free Support for Natural Disasters If the partial rejection of your house insurance claim is the result of a natural disaster (such as a severe flood, storm, or earthquake), you do not have to fight it alone. You can contact the **New Zealand Claims Resolution Service (NZCRS)**. The NZCRS is a free government-funded service providing homeowners with independent technical, legal, and insurance advice to help resolve complex residential disaster claims. You can seek assistance through the [NZCRS Website](https://www.nzcrs.govt.nz). * * * To help point you in the exact right direction, **which insurance company** are you with, and **what specific reason** did they give for rejecting part of your claim? ## Google AI Mode Answer ID: 21dc7e62-c2a8-4163-b3eb-dc16331cc3f0 If your house insurer has rejected part of your claim, you have the right to challenge their decision. In _New Zealand_ , there is a clear, formal process to dispute insurance decisions, starting directly with your provider and escalating to a free, independent dispute resolution scheme if needed. * * Step 1: Contact your insurer's internal dispute process. Tell them you disagree with the decision and want to make a formal complaint. Ask for their internal dispute resolution or complaints department. They are required to acknowledge your complaint within 5 business days and respond within 10 business days. * Step 2: Wait for a resolution or a "deadlock" letter. By law, the insurer has up to 2 months to resolve your complaint. If they cannot reach an agreement with you within 2 months, or if they issue a deadlock letter stating they stand by their decision, you can take the matter externally. * Step 3: Escalate to an independent External Dispute Resolution (EDR) scheme. All financial service providers in New Zealand must belong to an approved dispute resolution scheme. Check your policy documents or ask your insurer which scheme they belong to: * The Insurance & Financial Services Ombudsman (IFSO) Scheme * Financial Services Complaints Ltd (FSCL) * Financial Dispute Resolution Service (FDRS) * Banking Ombudsman Scheme (BOS) (if applicable) Other agencies & services | Financial Services Complaints Ltd * Step 4: Submit your complaint to the relevant Ombudsman/Scheme. Their investigation service is completely **free for consumers**. They will review the facts, the law, and your insurance contract to help reach an agreement or make a binding decision on the insurer. * If you'd like, let me know: * **Why** the insurer stated they rejected that part of the claim * Which **insurance company** it is I can help you look up their specific dispute scheme or outline what kind of evidence/documentation strengthens your case.