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.

No tick, no payment

Ms B was surprised when, after refinancing a loan, her adviser sent her an invoice for a “cancellati...
clawback fee home loan Financial Advisers financial adviser cancellation

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“So, no” response leads to complaint

When, because of travel restrictions, a woman asked her insurer if she was covered for the cost of h...
Travel Insurance Covid fire and general

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Financial mentor helps couple through unaffordable loan

Mr and Mrs J had English as a second language, it was unclear if the refinancing and additional loan...
affordability financial mentor Loans & Credit

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Grieving son duped on Trade Me

Mr P listed a motorhome on Trade Me, and it was purchased for $35,000 using the “Buy now” function. ...
Scam Trade me Motor vehicle fraud

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Health pack for depression not reasonable

Ms B had health insurance while she was studying in New Zealand. She was diagnosed with a significan...
Health Insurance mental health

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Ombudsman finds that claim statement "was not complete and correct"

Ombudsman finds that claim statement was not “complete and correct”

Consumers must always tell the truth. If they don’t, they might find that they are not covered when ...

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Loss of rental during lockdown

COVID lockdown loss

A landlord complained that the Covid-19 lockdown caused a loss of rental.
Covid

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Man with Indian hospital bill argues “Australasia” must include “Asia”

A man complained to the IFSO Scheme when his claim for medical expenses in India were declined. He s...
Health Insurance Travel Travel Insurance medical Covid

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Payout brings more pain

Cover confusion causes more pain for severely injured man

In a recent complaint to the IFSO Scheme, Sai* was seriously injured in a car accident, and suffered...
Vehicle Insurance Agreed Value Sum Insured

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Steak cooked in a toaster sparks disaster

The unusual preparation of a meal caused a catastrophe in which a couple lost their home.

Mr H* had a craving for steak and chips. For reasons unknown, he decided to cook his steak in a toaster.
House and Contents Insurance House Fire Sum Insured

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Responsible lending disputed

Beneficiary caring for three grandchildren given loan she couldn't repay

Mrs Clayton* was given a loan despite having three bank balances of $0 and making regular payments t...
Lending Loans & Credit affordability

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Increasing premiums

Lucy and Michael* said they were misled when their life insurance premiums increased nearly three-fold.

The couple complained to the IFSO Scheme that "rate for age" was never explained and they were told ...
Premiums Life Insurance

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