INSURANCE & FINANCIAL SERVICES OMBUDSMAN SCHEME
Complaints are inevitable when dealing with insurance - but how you respond can make or break customer trust.
This year, the Insurance & Financial Services Ombudsman Scheme (IFSO Scheme) has reported a record number of complaints, with cases becoming increasingly complex and challenging to resolve. Customers expect timely, fair outcomes and empathetic communication. For insurance brokers, strong complaints handling isn’t just good service - it’s about protecting relationships, reputation, and meeting conduct obligations.
That’s why the IFSO Scheme - together with Massey University - offers the Complaint Response and Management short course: a practical, university-backed micro credential that equips people to resolve complaints confidently, consistently, and applying the right skills at the right time.
The course blends technical frameworks with practical exercises. Participants practise scenario-based responses - drafting communications, structuring fair decisions, and navigating high emotion interactions - so they return to work with immediately usable tools.
Marianela Zanassi from IAG, a recent participant of the course, says completing it has had a positive effect.
“I highly recommend this course to anyone working in insurance or customer service. I now feel more confident in my ability to make decisions that are well-supported by similar case examples explored during the course,” she says.
“This knowledge has already had a positive ripple effect - enhancing the way I support my team and contributing to a more customer-focused, resilient complaints culture within our organisation.”
“One of the most valuable insights I gained was the importance of recognising and responding to vulnerable circumstances with empathy and clarity—something I now apply with greater confidence in my role,” she says.
The programme is built for busy professionals: participants can start at any time, learn at their own pace, and take six months to complete the credential, all while balancing day-to-day workloads.
The course offers electives tailored for different industry roles - from claims and compliance to general insurance and personal risk. Graduates receive a Massey University Certificate of Completion and 50 verified CPD hours.
An earlybird offer is available until 28 February 2026 with a $200 + GST per person saving - making it a cost effective way to build competence in complaints handling.
Who should enrol?
• Insurance brokers seeking structured, university level training in complaint response, communication skills and conflict resolution techniques.
• Claims teams managing complex or sensitive customer situations.
• Compliance and conduct leaders wanting consistent, auditable standards.
Gain the tools and confidence to handle complaints well - enrol now at www.massey.ac.nz
Key facts
Start date: Any time
Cost: $690 + GST per person. Earlybird offer $490 + GST per person to 28 February. Additional IFSO Scheme Participant and group discounts available.
Duration: 6 months
Delivery mode: Online
Time commitment: 50 hours
