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

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“So, no” response leads to complaint

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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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

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Covid-19: cancelled travel

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

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No ambulance cover for pre-existing conditions

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

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No insurance for man who skipped flight to make cruise

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

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Roger’s trip ends in tragedy, waiver applies

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

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Mr M’s trip to NZ ends in tragedy

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

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No cover for anxiety, loss of enjoyment

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

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Storm in a tea shop, the unattainable police report

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

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Pania lost her ring in the sea, fake photos didn’t help

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

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The great train station robbery

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

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The missing bag and the rotting meat

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

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