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.

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

See the case summary

Incorrect fuel put into car

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

See the case summary

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

See the case summary

$920 fridge purchase leads to $10,000 debt

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

See the case summary

Driving under the influence

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

See the case summary

Policy double-up

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

See the case summary

Theft from taxi

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

See the case summary

Failure to remain at scene of accident

David's insurance claim was declined because he had failed to remain at the scene of the accident.
Vehicle Insurance

See the case summary

No evidence of car service; claim declined

Ani's insurance claim was declined because she had breached the service requirement condition in her policy.
Vehicle Insurance

See the case summary

Fraudulent insurance claim backfires

A man who made a fraudulent insurance claim for his car is now uninsured and could lose his house.
Vehicle Insurance fraud

See the case summary

Business or displeasure?

Graham’s insurance claim was declined because he had not told his insurer he was using his vehicle for business purposes.
Vehicle Insurance

See the case summary

Insurer declines burglary claim because of open window

Mr and Mrs Singh's claim was declined because they'd left a window open on a security stay during their holiday.
House and Contents Insurance

See the case summary