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.

Flight delayed by weather

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

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Two eyes, two excesses

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

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Dishonest statement about TV damage

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

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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

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Unaffordable loan given to gambler

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

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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

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Incorrect fuel put into car

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

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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

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$920 fridge purchase leads to $10,000 debt

Linh neither asked for, nor wanted, a credit card with a $6,000 limit.
Loans & Credit

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Driving under the influence

A vehicle insurance claim was declined because the driver had taken sleeping pills the night before.
Vehicle Insurance

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Policy double-up

In 2022, Mr and Mrs Quigley learned that their old policies hadn't been cancelled.
Life Insurance cancellation Premiums

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Theft from taxi

Peter's insurance claim was declined due to two different policy exclusions.
Travel

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