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.

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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Impact of COVID-19 and redundancy

Mrs Hall* had payment protection insurance and made a claim to the insurer when her employer terminated her employment due to COVID-19.

She complained to the IFSO Scheme, saying her termination was due to the impact of COVID-19
Covid

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Complaint insurer misunderstood the term “off-roading”

A man complained his insurer had an incorrect understanding of the term “off-roading”.

He told the IFSO Scheme his claim was declined after his 4-wheel drive stopped in the middle of a river.
Vehicle Insurance

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Gradual damage?

A couple were dismayed when their insurer declined their claim on the basis that the damage was gradual and not covered by the policy’s gradual damage extension.

Mr and Mrs Forest* discovered their dryer had been leaking, causing damage to the surrounding walls ...
gradual damage gradual damage extension House and Contents Insurance

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