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.

Pre-existing damage? image

Pre-existing damage?

Mr S made a claim for water damage to his house, which occurred when his washing machine overflowed ...
flood washing machine gradual damage sudden damage
See the case summary
No tick, no payment image

No tick, no payment

Ms B was surprised when, after refinancing a loan, her adviser sent her an invoice for a “cancellati...
clawback fee service fee home loan Financial Advisers financial adviser cancellation
See the case summary
“So, no” response leads to complaint image

“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
See the case summary
Financial mentor helps couple through unaffordable loan image

Financial mentor helps couple through unaffordable loan

Mr and Mrs J had English as a second language, it was unclear if the refinancing and additional loan...
affordability financial mentor Loans & Credit
See the case summary
Grieving son duped on Trade Me image

Grieving son duped on Trade Me

Mr P listed a motorhome on Trade Me, and it was purchased for $35,000 using the “Buy now” function. ...
Scam Trade me Motor vehicle fraud
See the case summary
Health pack for depression not reasonable image

Health pack for depression not reasonable

Ms B had health insurance while she was studying in New Zealand. She was diagnosed with a significan...
Health Insurance mental health
See the case summary
Ombudsman finds that claim statement "was not complete and correct" image

Ombudsman finds that claim statement "was not complete and correct"

Ombudsman finds that claim statement was not “complete and correct”
Consumers must always tell the truth. If they don’t, they might find that they are not covered when ...
See the case summary
Loss of rental during lockdown image

Loss of rental during lockdown

COVID lockdown loss
A landlord complained that the Covid-19 lockdown caused a loss of rental.
Covid
See the case summary
Man with Indian hospital bill argues “Australasia” must include “Asia” image

Man with Indian hospital bill argues “Australasia” must include “Asia”

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
Payout brings more pain image

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
See the case summary
Steak cooked in a toaster sparks disaster image

Steak cooked in a toaster sparks disaster

The unusual preparation of a meal caused a catastrophe in which a couple lost their home.
Mr H* had a craving for steak and chips. For reasons unknown, he decided to cook his steak in a toaster.
House and Contents Insurance House Fire Sum Insured
See the case summary
Responsible lending disputed image

Responsible lending disputed

Beneficiary caring for three grandchildren given loan she couldn't repay
Mrs Clayton* was given a loan despite having three bank balances of $0 and making regular payments t...
Lending Loans & Credit affordability
See the case summary