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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Payout brings more pain image
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” image
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 image
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 image
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 image
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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A car bumped into me - no it didn’t image
False statements can’t be retracted, and all policy holders are implicated.
Mr Green tried to withdraw a claim as he had told a “bit of a lie”. But it was too late.
Vehicle Insurance False Statements
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Teenage son flips parents’ car image
It’s unlikely you’ll have cover if an accident occurs when you’re in breach of licence.
Simon, on a restricted licence, flipped his parents’ car while his sister was in the passenger seat.
Vehicle Insurance
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No cover for learner driver with passengers image
Don’t expect to be covered if an accident occurs when you’re in breach of licence.
When Karl, with a learner driver’s licence, crashed on the Rimutaka ranges, he had 3 passengers. His claim was declined.
Vehicle Insurance
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No tyre tread, no cover image
Check your car is roadworthy, including the tyre tread, even if it has a warrant.
Jeremy wrote off his car in wet weather. His claim was declined because of a "smooth tyre".
Vehicle Insurance
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Paying excess when it’s not your fault image
You will have to pay an excess, even if you're not at fault. Some policies have limited exceptions.
Mia’s car was stolen and then found, but damaged. She wanted the excess to be refunded as she wasn’t at fault.
Vehicle Insurance
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Car written-off, pay out less than expected image
Check your policy for how much you will be paid out if your car is a write-off. It may be less than you expect.
Katie thought she would get $10,500 for her written-off car, but the insurer offered the market value of $7,500.
Vehicle Insurance Sum Insured
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Miscommunication costs image
Check changes to insurance documents are understood and recorded correctly
A company asked its financial adviser to changes its truck insurance policy to cover a temporary rental truck.
Financial Advisers Vehicle Insurance
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