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.

Investments can go up and down image
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 image
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 image
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 image
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 image
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 image
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 image
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 image
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 image
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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Flood damage, no proof of loss image
After a flood, document the damage. Take photos or videos for evidence.
Clare’s carpet and computer were damaged when her house was flooded, but she had no evidence.
Natural Disasters
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When the policy pay-out is limited image
Check your policy. Accident cover is not life insurance.
When Tim’s dad Roger died, Tim made a claim under Roger’s policy called the “$50,000 Plan”. The insurer paid out $500.
Life Insurance
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What is fair and reasonable conduct? image
Educational, cultural and personal circumstances of customers are relevant.
When Lagi's claim was declined, the IFSO Scheme asked whether the sales process was fair and reasonable.
Life Insurance
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