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.

A financial mentor was able to help Jake get all the interest and fees on his loan refunded.
Lending financial mentor Loans & Credit affordability
Read more
Faulty repairs after the Christchurch earthquakes saw Amy make two complaints to the IFSO Scheme.
temporary accommodation House and Contents Insurance Natural Disasters
Read more
A company discovered an employee had stolen company property, including property owned by their clie...
theft consequential loss
Read more
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
Read more
Ms B was surprised when, after refinancing a loan, her adviser sent her an invoice for a “cancellati...
clawback fee home loan Financial Advisers financial adviser cancellation
Read more
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
Read more
Mr and Mrs J had English as a second language, it was unclear if the refinancing and additional loan...
affordability financial mentor Loans & Credit
Read more
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
Read more
Ms B had health insurance while she was studying in New Zealand. She was diagnosed with a significan...
Health Insurance mental health
Read more
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 ...
Read more
COVID lockdown loss
A landlord complained that the Covid-19 lockdown caused a loss of rental.
Covid
Read more
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 Insurance medical Covid
Read more