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.

Paying excess when it’s not your fault

You will have to pay an excess, even if you're not at fault. Some policies have limited exceptions.

Mia’s car was stolen and then found, but damaged. She wanted the excess to be refunded as she wasn’t at fault.
Vehicle Insurance

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Car written-off, pay out less than expected

Check your policy for how much you will be paid out if your car is a write-off. It may be less than you expect.

Katie thought she would get $10,500 for her written-off car, but the insurer offered the market value of $7,500.
Vehicle Insurance Sum Insured

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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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