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In New Zealand, if your house insurance complaint remains unresolved, you can usually escalate it beyond your insurer to an independent external dispute resolution scheme. You generally do not need to go straight to court.

The key is to identify which dispute resolution scheme your insurer belongs to, follow its internal complaints process, and keep a clear record of the dispute.

How to escalate your complaint

1. Make a formal complaint to your insurer.

   Contact the insurer's complaints team, rather than relying only on conversations with your claims handler. Explain what you disagree with, what outcome you want, and why. Ask for the complaint to be formally registered and for a written response.

2. Ask for the insurer's final decision.

   If the complaint has stalled, ask when you can expect a decision and whether the insurer considers its internal complaints process complete. Keep emails, claim assessments, policy documents, photographs, repair estimates and relevant expert reports.

3. Find the insurer's external dispute resolution scheme.

   Check the insurer's website, policy wording or complaints information. In New Zealand, the main financial dispute resolution schemes include the Insurance & Financial Services Ombudsman (IFSO) Scheme and Financial Services Complaints Ltd (FSCL). Your insurer's membership determines where you should go.

4. Submit your complaint to the correct scheme.

   Explain the timeline, the insurer's decision, why you disagree, and what remedy you seek. Attach your supporting documents. The scheme can explain whether it can consider your complaint and what steps apply to your case.

Where to find external dispute resolution

These are the main options to check in New Zealand.

1. Insurance & Financial Services Ombudsman Scheme (IFSO)

An independent, free service that investigates complaints about its member insurers and other financial service providers.

• Phone: 0800 888 202
• Website: ifso.nz

Check whether your insurer is a member before submitting your complaint. Insurance & Financial Services Ombudsman SchemeResolving disputes and claims

2. Financial Services Complaints Ltd (FSCL)

Handles insurance complaints against its member providers, including disputes over declined claims. Its service is free for consumers.

• Phone: 0800 347 257
• Website: Make a complaint to FSCL
• Check whether your insurer belongs to FSCL

If you are unsure which scheme covers your insurer, FSCL says it can help direct you to the appropriate scheme. Make a complaintWhat can we help with?Search financial service providers

3. New Zealand Claims Resolution Service (NZCRS)

Particularly relevant if your house insurance dispute involves earthquake, flood or other natural-disaster damage. It provides claims guidance and can help arrange independent mediation.

• Phone: 0508 624 327
• Website: Resolving disputes and claims

NZCRS can also advise on further options if mediation does not resolve the dispute. Resolving disputes and claims

You can also use the government's guide, Complain about your financial services provider, to find the appropriate scheme and understand your escalation options. Complain about your financial services provider

What to do if the insurer is delaying

If your insurer keeps asking for more time or will not give you a clear answer:

• Ask for a deadlock letter or written confirmation of its final position.
• Request a copy of its internal complaints procedure and the name of its external dispute resolution scheme.
• Ask whether you can refer the complaint externally now, rather than waiting indefinitely.
• Keep track of any referral deadlines. The applicable time limit can depend on the scheme and the circumstances, so confirm it directly with the scheme.
• If your home is unsafe or repairs are urgent, explain the urgency in writing and keep records of temporary accommodation, mitigation and other costs.

FSCL explains that it may investigate once the provider's own complaints process has failed to resolve the matter. The Complaints ProcessFAQs

Template you can send to your insurer

Email

Subject
: Formal escalation of unresolved house insurance complaint

Dear Complaints Team,

I am writing to escalate my unresolved house insurance complaint relating to claim number [claim number].

My complaint concerns [briefly describe the issue, such as a declined claim, the scope of repairs, the settlement amount, delays, or the insurer's assessment of the damage].

I first raised this matter on [date]. Despite my previous communications, it remains unresolved because [explain what remains outstanding].

I request that you:

1. Provide a written response addressing each outstanding issue.
2. Confirm your final position and the reasons for it, with reference to the relevant policy terms and supporting evidence.
3. Confirm the name and contact details of your external dispute resolution scheme.
4. Issue a deadlock letter, if applicable, so I can refer the matter for independent review.

My requested resolution is [state the outcome you want, such as reassessment of the claim, payment for covered repairs, reimbursement of reasonable costs, or a revised settlement].

Please confirm the next steps and the expected timeframe for your response. I reserve my rights under the policy and applicable law.

Kind regards,

[Your name]

What if external dispute resolution does not resolve it?

Depending on the value and nature of the dispute, you may be able to consider the Disputes Tribunal or court proceedings. Before accepting a formal settlement or binding decision, check what rights you would be giving up. The government's guide to getting a final decision on a complaint explains the options. Get a final decision on a complaintThe Complaints Process

I can help you identify the right escalation route

The most useful next step is to establish who should handle your complaint and whether you can refer it now.

Which insurance company are you dealing with, and what is the main issue? For example, a declined claim, a low settlement offer, disputed repair work, or an unreasonable delay. I can help identify the relevant external scheme and the next steps for your particular situation.