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.

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
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18 criminal convictions, no clean slate image
Complete insurance applications accurately. Include any criminal convictions.
David’s burglary claim wasn’t even considered after his 18 criminal convictions were revealed – he'd said he had none.
House and Contents Insurance
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Lost and found glasses and the ICR image
‘Little lies’ have big consequences. Tell the truth. False statements can't be retracted.
Helen made a claim for lost glasses, and later admitted they were just scratched and worn.
House and Contents Insurance
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D.I.Y receipts image
If you provide false information, insurers can decline all aspects of a claim
Xavier produced $91.5K of fake invoices for earthquake repairs on his home. His claim was declined and his policy cancelled.
House and Contents Insurance
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Fake photo, fake jewellery, no cover image
Tell the truth. Your claim, and your evidence, will be checked.
Maria provided photos of costume jewellery from a random website to support her claim for a ruby pendant.
House and Contents Insurance
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Previous declined claim, no cover for fire image
Disclose your claims history when you first apply for insurance.
Barbara's claim for fire damage was declined. She hadn't disclosed a previous declined claim on her application.
House and Contents Insurance
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House in disrepair, no fire cover image
Disclose all information likely to affect the terms of insurance. If in doubt, ask
Chris’ claim for fire damage was declined, and his policy avoided. He hadn’t disclosed that his house was in disrepair.
House and Contents Insurance
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Photos not enough for $56K jewellery claim image
Keep receipts and valuations. Photos might not be enough to prove your loss.
Vera’s only evidence she owned the stolen jewellery was a photo of herself wearing it at a party.
House and Contents Insurance
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The leaky ranch slider and the sudden hole image
Check policy exclusions. Insurance covers sudden and accidental, not gradual, damage
Paula discovered a hole in the floor of her rental property. The cause was leaking ranch slider over many months.
House and Contents Insurance
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Disappointing cover for stolen watch image
Specify items of value on your policy, get valuations.
A jeweller valued Daisy's stolen watch at $6,375. But its estimated value on the contents policy was $2,900.
House and Contents Insurance
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