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 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 landlord temporary accommodation

See the case summary

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

See the case summary

Flood damage, no proof of loss

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 flood

See the case summary

When the policy pay-out is limited

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

See the case summary

What is fair and reasonable conduct?

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

See the case summary

Life insurance, reduced payment

Don't leave medical information off an insurance application.

After Mary died, her life insurer discovered she'd had diabetes, cholesterol and blood pressure issues.
Life Insurance

See the case summary

No cover for childbirth trauma

Trauma insurance cover is specific. Check the exclusions, and the conditions listed in your policy.

Carol sustained significant physical trauma during childbirth, but her trauma insurance claim was declined.
Life Insurance

See the case summary

Income protection reinstated

Tell your insurer, or adviser, about your full medical history and write it down.

Robert didn’t mention his chronic headaches on his insurance application, but he did tell the bank adviser.
Life Insurance Non-disclosure

See the case summary

Full medical history needed

Tell your insurer your full medical history, even if it's old news.

When Rose arranged insurance, she didn’t mention her depression, skin, sinuses, spine, liver, cholesterol or ear issues.
Life Insurance Non-disclosure

See the case summary

35 unauthorised credit card transactions

Failing to safeguard your credit card PIN could mean you are liable for unauthorised transactions.

Sharee complained that 35 unauthorised transactions were made with her credit card in NZ during the month she was overseas.
Loans & Credit

See the case summary

Financial hardship, no evidence provided

The CCFA has rules for lenders about hardship applications and fees.

After Dan took out a loan, he said money had been stolen from his bank, and he’d lost his job. But he had no proof.
Loans & Credit Lending credit

See the case summary

Three loans, no redundancy cover

Lenders must ask for up-to-date evidence about a borrower’s ability to repay a loan

When Bev borrowed $17K for a car, she purchased payment waiver, but later discovered it didn’t cover redundancy.
Loans & Credit affordability Lending credit

See the case summary