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 Vehicle Insurance case studies

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Incorrect fuel put into car

Stacey's* car insurance claim was declined because AdBlue had been put into its fuel tank.
Vehicle Insurance
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Driving under the influence

A vehicle insurance claim was declined because the driver had taken sleeping pills the night before.
Vehicle Insurance
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Failure to remain at scene of accident

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

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

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?

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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Flood damaged car not fully covered

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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Payout brings more pain

Cover confusion causes more pain for severely injured man
In a recent complaint to the IFSO Scheme, Sai* was seriously injured in a car accident, and suffered...
Vehicle Insurance Agreed Value Sum Insured
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Complaint insurer misunderstood the term “off-roading”

A man complained his insurer had an incorrect understanding of the term “off-roading”.
He told the IFSO Scheme his claim was declined after his 4-wheel drive stopped in the middle of a river.
Vehicle Insurance
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Son crashes car, no cover

Check your policy for exclusions. Insurers must act with reasonable care and skill.
Cora's car insurance claim was declined because her son was excluded as a driver. But Cora said he was covered.
Vehicle Insurance
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Stolen car, no cover

Disclose past criminal convictions when you apply for insurance.
Tim's claim, for his stolen car, was declined because he hadn’t mentioned his criminal convictions. Tim said he wasn’t asked.
Vehicle Insurance
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The van, the can and the boom

Don’t tell tall tales – your claim will be checked.
Jean Paul claimed his van caught fire because a petrol can was knocked over during “sort of a romantic meeting”.
Vehicle Insurance False Statements
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