Ombudsman scheme under review

Are insurance companies doing enough to promote the Insurance and Savings Ombudsman Scheme to disgruntled customers?

That’s one of the key issues likely to be raised during an upcoming review of the scheme’s operations.

The ease with which consumers can access the scheme, and its efficiency and effectiveness will also be covered in the review, says Review Committee chairman Stuart Macaskill.

The review will not look at decisions make by the Ombudsman, but will concentrate on how well the scheme operates, Macaskill says.

It will be conducted by a six-person review committee, which along with Macaskill includes two consumer representatives, two insurance company representatives, and one official from the Consumer Affairs Ministry.

As well as inviting submissions from consumers, consumer groups and insurance companies by August 31, the committee has sent a questionnaire to half the complainants who used the service last year.

Macaskill says it’s important to get feedback from insurance companies as well as consumers, as the companies fund the scheme and want to be sure they’re getting value for money.

This is the second time the scheme has been reviewed. The first audit was done five years ago after the office had been operating for two years.

Macaskill expects the review team to have completed its assessment by the end of November.

Any recommendations will be passed on to the scheme’s governing board and commission, as the review committee has no power to make changes itself.

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