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.

Showing all House and Contents Insurance case studies

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Coffee-stained carpet, dining room only

Check your policy limitations and exclusions.
After Viv's Nespresso coffee stained a patch of dining-room carpet, she wanted most of the carpet in the house replaced.
House and Contents Insurance
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18 criminal convictions, no clean slate

Complete insurance applications accurately. Include any criminal convictions.
David’s burglary claim wasn’t even considered after his 18 criminal convictions were revealed – he'd said he had none.
House and Contents Insurance False Statements
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Lost and found glasses and the ICR

‘Little lies’ have big consequences. Tell the truth. False statements can't be retracted.
Helen made a claim for lost glasses, and later admitted they were just scratched and worn.
House and Contents Insurance False Statements
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D.I.Y receipts

If you provide false information, insurers can decline all aspects of a claim
Xavier produced $91.5K of fake invoices for earthquake repairs on his home. His claim was declined and his policy cancelled.
House and Contents Insurance False Statements
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Fake photo, fake jewellery, no cover

Tell the truth. Your claim, and your evidence, will be checked.
Maria provided photos of costume jewellery from a random website to support her claim for a ruby pendant.
House and Contents Insurance False Statements
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Previous declined claim, no cover for fire

Disclose your claims history when you first apply for insurance.
Barbara's claim for fire damage was declined. She hadn't disclosed a previous declined claim on her application.
House and Contents Insurance Fire False Statements
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House in disrepair, no fire cover

Disclose all information likely to affect the terms of insurance. If in doubt, ask
Chris’ claim for fire damage was declined, and his policy avoided. He hadn’t disclosed that his house was in disrepair.
House and Contents Insurance Fire
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Photos not enough for $56K jewellery claim

Keep receipts and valuations. Photos might not be enough to prove your loss.
Vera’s only evidence she owned the stolen jewellery was a photo of herself wearing it at a party.
House and Contents Insurance
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The leaky ranch slider and the sudden hole

Check policy exclusions. Insurance covers sudden and accidental, not gradual, damage
Paula discovered a hole in the floor of her rental property. The cause was leaking ranch slider over many months.
House and Contents Insurance gradual damage gradual damage extension
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Disappointing cover for stolen watch

Specify items of value on your policy, get valuations.
A jeweller valued Daisy's stolen watch at $6,375. But its estimated value on the contents policy was $2,900.
House and Contents Insurance
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No cover for missing ruby

Check your policy exclusions. Check your jewellery for wear and tear.
Sophia’s claim, for the missing ruby in her wedding ring, was declined due to wear and tear over 42 years.
House and Contents Insurance
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No cover for derelict house after fire

Your insurer can decline your claim if it can prove you didn’t take “reasonable care”.
Before Liam’s house was set on fire, it wasn’t in good shape due to vandalism and neglect.
House and Contents Insurance Fire
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