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 Travel Insurance case studies

Show all cases
Man with Indian hospital bill argues “Australasia” must include “Asia” image
Man with Indian hospital bill argues “Australasia” must include “Asia”
A man complained to the IFSO Scheme when his claim for medical expenses in India were declined. He s...
Health Insurance Travel Travel Insurance medical Covid
See the case summary
Covid-19: cancelled travel image
Check your exclusions. Most travel policies exclude global pandemics.
Barry cancelled his Bali trip due to Covid-19. His insurance claim was declined due to the pandemic exclusion.
Travel Insurance Travel Covid
See the case summary
No ambulance cover for pre-existing conditions image
Pre-existing conditions are excluded, unless your insurer has accepted them in writing and charged an extra premium.
Mae's daughter Eva collapsed at a restaurant in Australia. Mae later made a claim for the cost of an ambulance ride.
Travel Insurance
See the case summary
No insurance for man who skipped flight to make cruise image
If you choose to change travel plans, when you don't need to, this won't be covered.
Charles decided he couldn't run the risk of missing the cruise due to a cancelled flight. Instead, h...
Travel Insurance
See the case summary
Roger’s trip ends in tragedy, waiver applies image
Pre-existing condition exclusions also apply to family members who aren’t travelling. Sometimes a waiver can apply, if there is proof the condition is stable
Just before he left on holiday, Vinnie's father died. Vinnie postponed his trip and made a claim.
Travel Insurance
See the case summary
Mr M’s trip to NZ ends in tragedy image
Pre-existing condition exclusions apply even if indirectly related.
Mr M’s heart attack was indirectly related to his hypertension and diabetes. His son’s claim for the...
Travel Insurance
See the case summary
No cover for anxiety, loss of enjoyment image
If a pre-existing condition is the cause of cancellation, the exclusion applies to all policy holders.
Louise’s daughter's anxiety prevented her from leaving the hotel, or participating in any activities, during their holiday.
Travel Insurance
See the case summary
Storm in a tea shop, the unattainable police report image
A police report is required to prove your loss. Some policies contain an exception when this not reasonably practicable.
When making a claim for his backpack, Ari had no police report. He had, however, tried to get one.
Travel Insurance
See the case summary
Pania lost her ring in the sea, fake photos didn’t help image
Report stolen or lost items to police immediately. To make a claim, you need to prove your loss and always tell the truth
Pania’s claim for her ring and iPhone was declined. She had no proof of loss.
Travel Insurance
See the case summary
The great train station robbery image
Check your policy exclusions. Don’t ever leave your bags unattended in public places
Raj's bag, worth $13,000, was stolen at Zurich train station when he walked briefly to the rubbish bin.
Travel Insurance
See the case summary
The missing bag and the rotting meat image
Check your policy exclusions. Don’t pack perishables in your checked luggage
When Amelia arrived in the States, her bag didn't. She returned to NZ to discover the bag was ruined, from rotting meat.
Travel Insurance
See the case summary
Swiss watch swiped: Spain image
Check for exclusions and limitations. Travel exceeded 90-day limit on credit card
The credit card travel insurance policy had a 90-day limit. The watch was stolen on day 57 of the 100-day trip.
Travel Insurance
See the case summary