Case Studies

The following case summaries highlight common issues and consumer tips. Cases can be filtered by subject below and names have been changed to protect confidentiality. Access to the full case study database is available for IFSO Scheme Participants in the Participant Area.

Nick's missing transit visa

Nick's flight was changed and he didn’t realise he subsequently needed a visa.
Travel Insurance

Lender breaches responsible lending obligations

Pete made a complaint saying that the credit limit increases he was given were unaffordable.
Loans & Credit

Policy cancellation dispute

Mr Spicer made a complaint because his policy had not been cancelled when he asked for it to be.
Financial Advisers

Trauma cover conditions not met

Rachel's* insurer said she didn't meet the specific requirements for trauma cover.
Health Insurance

Flight delayed by weather

Tama's insurer declined to pay for the full cost of a replacement flight.
Travel Insurance

Two eyes, two excesses

Mr Kereama wanted his wife's two cataract surgeries treated as one procedure, with the second excess waived.
Health Insurance

Dishonest statement about TV damage

Mrs Letterman's insurer declined her claim, saying she made a false statement.
House and Contents Insurance False Statements

Woman gets $40k more after disputing insurer’s decision

Manaia was unhappy with her insurer's repair estimate, so made a complaint.
House and Contents Insurance

Unaffordable loan given to gambler

Benson's lender didn't make reasonable inquiries to check his loan was affordable.
Loans & Credit affordability

Insurance dispute about flood repairs

Mr and Mrs Chen said flooding caused damage to their house foundations.
House and Contents Insurance gradual damage Natural Disasters

Incorrect fuel put into car

Stacey's* car insurance claim was declined because AdBlue had been put into its fuel tank.
Vehicle Insurance

Hotel room not a public place

Grace's insurer declined her claim for a stolen ring because she had left it in her hotel room.
Travel Insurance