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.

Policy double-up image
In 2022, Mr and Mrs Quigley learned that their old policies hadn’t been cancelled.
Life Insurance cancellation Premiums
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Theft from taxi image
Peter's insurance claim was declined due to two different policy exclusions.
Travel
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Failure to remain at scene of accident image
David's insurance claim was declined because he had failed to remain at the scene of the accident.
Vehicle Insurance
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No evidence of car service; claim declined image
Ani's insurance claim was declined because she had breached the service requirement condition in her policy.
Vehicle Insurance
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Fraudulent insurance claim backfires image
A man who made a fraudulent insurance claim for his car is now uninsured and could lose his house.
Vehicle Insurance fraud
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Business or displeasure? image
Graham’s insurance claim was declined because he had not told his insurer he was using his vehicle for business purposes.
Vehicle Insurance
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Insurer declines burglary claim because of open window image
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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Words debated following landslip image
Lee said a heavy rain event was the underlying cause of the damage, not the landslip.
fire and general Natural Disasters
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Husband makes claim for obstetrics care for his wife’s pregnancy image
The man said that it was “archaic” to view obstetrics care as limited to the person actually having the baby.
Health Insurance
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Flood damaged car not fully covered image
In this case, the insurer should have clearly notified its customer of the unusual reduction in the agreed value of his car.
Vehicle Insurance Agreed Value
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Lending based on uncertain overtime and incorrect expenses image
A financial mentor was able to help Jake get all the interest and fees on his loan refunded.
Lending financial mentor Loans & Credit affordability
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Defective earthquake repairs cause ongoing issues image
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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