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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Dishonest statement about TV damage

Mrs Letterman's insurer declined her claim, saying she made a false statement.
House and Contents Insurance False Statements

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Woman gets $40k more after disputing insurer’s decision

Manaia was unhappy with her insurer's repair estimate, so made a complaint.
House and Contents Insurance

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Insurance dispute about flood repairs

Mr and Mrs Chen said flooding caused damage to their house foundations.
House and Contents Insurance gradual damage Natural Disasters

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Insurer declines burglary claim because of open window

Mr and Mrs Singh's claim was declined because they'd left a window open on a security stay during their holiday.
House and Contents Insurance

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Defective earthquake repairs cause ongoing issues

Faulty repairs after the Christchurch earthquakes saw Amy make two complaints to the IFSO Scheme.
temporary accommodation House and Contents Insurance Natural Disasters

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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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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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Methamphetamine contamination confusion

Confusion over methamphetamine contamination standards can have severe consequences for some landlords.

Through a financial adviser, Mr and Mrs Singh* held insurance on a rental property. In June 2020, Mr...
contamination House and Contents Insurance House landlord methamphetamine

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Tenant turns house into animal refuge

Regular property inspections can reveal issues before they turn into big problems.

The IFSO, Karen Stevens, warns landlords to ensure tenants abide by the conditions of the rental. In...
landlord tenant pets House and Contents Insurance houseandcontents

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Stress after the storm

Independent evidence can help to progress insurance claims.

After a claim for flooding and storm damage was accepted, issues and delays continued for a stressful year.
House and Contents Insurance temporary accommodation flood

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Excess dog damage

An excess is paid when claims are accepted. If there is more than one event, more than one excess can be applied.

Viv’s claim, for carpet damaged by dog vomit and diarrhoea, was accepted. But three policy excesses were applied.
House and Contents Insurance pets

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Fair Insurance Code Breach

Insurers bound by the Fair Insurance Code must provide agreed minimum standards of service to customers.

After Kim's claim, for cracking walls, was initially accepted, it was later declined.
House and Contents Insurance

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