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.

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.
unaffordable Lending financial mentor
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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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Stolen goods lead to more losses image
A company discovered an employee had stolen company property, including property owned by their clie...
theft consequential loss
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Pre-existing damage? image
Mr S made a claim for water damage to his house, which occurred when his washing machine overflowed ...
flood washing machine gradual damage sudden damage
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No tick, no payment image
Ms B was surprised when, after refinancing a loan, her adviser sent her an invoice for a “cancellati...
clawback fee service fee home loan Financial Advisers financial adviser cancellation
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“So, no” response leads to complaint image
When, because of travel restrictions, a woman asked her insurer if she was covered for the cost of h...
Travel Insurance Covid fire and general
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