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.

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

See the case summary

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

See the case summary

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

See the case summary

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

See the case summary

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

See the case summary

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

See the case summary

Pay out for stolen ring disappointing

Specify items of value on your policy. Check the sum insured.

Wiremu was disappointed to be receive an insurance payout that was less than it cost to replace his stolen ring.
House and Contents Insurance Sum Insured

See the case summary

Investments can go up and down

Your investment value is affected by the changing value of the assets you invest in.

Finlay complained because his investment had reduced in value. But the rate of returns were not guaranteed.
Superannuation & Investments

See the case summary

Investment loss from KiwiSaver mistake

If a mistake is made by your provider, you may receive payment for your financial loss.

Ricky wanted $120,000 compensation as his KiwiSaver provider hadn't transferred his funds for two months. He got $300.
Superannuation & Investments KiwiSaver

See the case summary

Less than expect from your Superannuation

If you withdraw your superannuation early, you might not get the full value.

Ashani withdrew her Superannuation funds and received $2,000 less than the full value of her plan.
Superannuation & Investments

See the case summary

KiwiSaver early withdrawal rules super strict

The early withdrawal criteria for KiwiSaver is strict. In some circumstances, Kiwisaver may not be right for you

Eugene was unlikely to live until age 65. Despite this, he could not access his KiwiSaver savings.
Superannuation & Investments KiwiSaver

See the case summary

Earthquake: repair v replace

Providing expert evidence is important to dispute an insurer’s decision

An insurer deemed an earthquake-damaged property repairable but the owner disagreed and wanted it replaced.
Natural Disasters