Clients still need help with basics: IFSO

Ombudsman Karen Stevens said a significant portion of complaints to the IFSO scheme involved the insured being turned down for not having proved a prima facie claim.

But many clients did not understand what that was - or why it should be up to them to prove a loss.

“Financial advisers have a really important role in educating their clients about the claim process and what clients must prove to get their claim paid,” she said.

“We hear from a lot of unhappy clients, who are surprised that it’s on them, not the insurer, to prove their loss and provide the evidence. It’s a good idea to set these expectations early, before clients need to make a claim.”