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.

“So, no” response leads to complaint image
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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Financial mentor helps couple through unaffordable loan image
Mr and Mrs J had English as a second language, it was unclear if the refinancing and additional loan...
affordability credit contract credit unaffordable financial mentor
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Grieving son duped on Trade Me image
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
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Health pack for depression not reasonable image
Ms B had health insurance while she was studying in New Zealand. She was diagnosed with a significan...
Health Insurance mental health
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Ombudsman finds that claim statement "was not complete and correct" image
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 ...
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Loss of rental during lockdown image
COVID lockdown loss
A landlord complained that the Covid-19 lockdown caused a loss of rental.
Covid
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Man with Indian hospital bill argues “Australasia” must include “Asia” image
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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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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Steak cooked in a toaster sparks disaster image
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
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Responsible lending disputed image
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 credit
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Increasing premiums image
Lucy and Michael* said they were misled when their life insurance premiums increased nearly three-fold.
The couple complained to the IFSO Scheme that "rate for age" was never explained and they were told ...
Premiums Life Insurance
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Impact of COVID-19 and redundancy image
Mrs Hall* had payment protection insurance and made a claim to the insurer when her employer terminated her employment due to COVID-19.
She complained to the IFSO Scheme, saying her termination was due to the impact of COVID-19
Covid
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