Record number of complaints to IFSO
The Insurance & Financial Services Ombudsman Scheme (IFSO Scheme) received a record number of enquiries in the past year - close to 5,000, a 21% increase on the previous year.
Insurance & Financial Services Ombudsman, Karen Stevens says the most important thing is to put safety first, especially when properties have been flooded with contaminated water.
"But when it's safe to begin the clean-up, it's essential to document everything before throwing items away," Stevens says. "That means taking photos or videos of the damage and making a detailed list of what's been affected."
Contaminated floodwaters and sewerage overflow mean that protective clothing - including gloves, masks and waterproof footwear - should be worn when entering damaged homes or handling belongings.
Contaminated household items such as furniture, carpets and bedding often need to be disposed of for health reasons, but Stevens says it's still vital to keep a good record for your insurer.
"Even if something clearly can't be saved, you still need to show your insurer what's been lost," she says. "Take photos first, write down what the item was, and include receipts or proof of ownership if you can. This will help avoid issues later if your claim is questioned.”
With further rain expected, Stevens says now is the time to make urgent repairs that will help prevent more damage. “If you can safely do so, cover broken windows and clear any blocked gutters or drains.”
She also recommends securing any flood-damaged waste awaiting collection.
“Loose items can become a hazard in strong winds or heavy rain, so make sure anything stored outside is stable and won’t cause further damage. Don’t move contaminated items back inside the house as this can pose a serious health risk – instead store them outside but ensure they are secured,” says Stevens.
It’s also a good time to contact your insurer, if you haven’t already.
“You’re expected to do essential repairs to prevent further loss, but before starting non-urgent work — like removing wall linings or ripping up floors — check with your insurer. Insurers and homeowners don’t always agree on what’s essential, and acting too soon could create issues for your claim.”
“People are dealing with a lot right now, but understanding the process can help avoid delays or disappointment,” says Stevens. “If you’re unsure about anything, ask your insurer. If you can’t resolve a problem, the IFSO Scheme is here to help.”
The IFSO Scheme is a free and independent service that resolves complaints about insurance and financial services. People can make a complaint at www.ifso.nz or call 0800 888 202.
