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.

The missing bag and the rotting meat

Check your policy exclusions. Don’t pack perishables in your checked luggage
When Amelia arrived in the States, her bag didn't. She returned to NZ to discover the bag was ruined, from rotting meat.
Travel Insurance
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Swiss watch swiped: Spain

Check for exclusions and limitations. Travel exceeded 90-day limit on credit card
The credit card travel insurance policy had a 90-day limit. The watch was stolen on day 57 of the 100-day trip.
Travel Insurance
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Mountain eruption not unexpected

Insurance covers unexpected events. Purchase insurance when you arrange travel.
Brendan purchased travel insurance after the eruption in Bali had been widely reported. His claim was declined.
Travel Insurance Travel
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Reduced investment values

Advisers are not responsible for financial markets or investment returns. Ask questions.
When Leo asked his adviser to cash in his investments, he receive $6,000 less than his adviser had previously indicated.
Financial Advisers
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Adviser completes insurance application

Best practice is to complete insurance application forms yourself. Make sure your insurer has all the information.
Mr Brown’s trauma insurance claim was declined as the insurer didn’t have important medical information.
Financial Advisers
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Miscommunication costs

Check changes to insurance documents are understood and recorded correctly
A company asked its financial adviser to changes its truck insurance policy to cover a temporary rental truck.
Financial Advisers Vehicle Insurance
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Homeloan refinance ended up costing

Read contracts before you sign. If you repay or refinance your loan early, you may be charged a fee.
When Matiu paid off his home loan, his adviser charged him an a fee of $1,351 which he wasn’t expecting.
Financial Advisers
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