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 cover for missing ruby

Check your policy exclusions. Check your jewellery for wear and tear.

Sophia’s claim, for the missing ruby in her wedding ring, was declined due to wear and tear over 42 years.
House and Contents Insurance

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No cover for derelict house after fire

Your insurer can decline your claim if it can prove you didn’t take “reasonable care”.

Before Liam’s house was set on fire, it wasn’t in good shape due to vandalism and neglect.
House and Contents Insurance

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Pay out for stolen ring disappointing

Specify items of value on your policy. Check the sum insured.

Wiremu was disappointed to be receive an insurance payout that was less than it cost to replace his stolen ring.
House and Contents Insurance

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Investments can go up and down

Your investment value is affected by the changing value of the assets you invest in.

Finlay complained because his investment had reduced in value. But the rate of returns were not guaranteed.
Superannuation & Investments

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Investment loss from KiwiSaver mistake

If a mistake is made by your provider, you may receive payment for your financial loss.

Ricky wanted $120,000 compensation as his KiwiSaver provider hadn't transferred his funds for two months. He got $300.
Superannuation & Investments

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Less than expect from your Superannuation

If you withdraw your superannuation early, you might not get the full value.

Ashani withdrew her Superannuation funds and received $2,000 less than the full value of her plan.
Superannuation & Investments

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KiwiSaver early withdrawal rules super strict

The early withdrawal criteria for KiwiSaver is strict. In some circumstances, Kiwisaver may not be right for you

Eugene was unlikely to live until age 65. Despite this, he could not access his KiwiSaver savings.
Superannuation & Investments

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Earthquake: repair v replace

Providing expert evidence is important to dispute an insurer’s decision

An insurer deemed an earthquake-damaged property repairable but the owner disagreed and wanted it replaced.
Natural Disasters

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No access, no business

Check your policy for the definition of loss. Insurance covers damaged property.

Christine’s clothing store was yellow-stickered, which affected her business. But her property wasn’t damaged.
Natural Disasters

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Cover for motel, not for carparks

Business interruption cover applies to specific circumstances. Check your policy.

Jim’s claim for his earthquake-damaged motel was accepted, but his claim for loss of income from carparks was declined.
Natural Disasters

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No temporary accommodation cover

Temporary accommodation cover may apply. Check your policy.

Charlie’s rental house was damaged during the Christchurch earthquake. When he moved back in he wasn’t eligible for cover.
Natural Disasters

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Earthquake damage, defective repairs

If you are not happy with repair work, talk to your insurer about what can be done.

Kevin and Kath's complaint about the repair work on their earthquake-damaged home led to a cash settlement.
Natural Disasters

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