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.

Cancelled trip

The insurer had led Yasmin to believe that the claim would be covered.
Travel Insurance

Cardiology investigations not disclosed

Danny had failed to disclose information to his insurer.
Non-disclosure medical

Reduction in vehicle's value

Quincy said the agreed value had not been properly notified to him when his policy was renewed.
Vehicle Insurance

Dispute over Range Rover repairs

After the vehicle was repaired by his insurer, Paul raised concerns about several issues.
Vehicle Insurance

Nick's missing transit visa

Nick's flight was changed and he didn’t realise he subsequently needed a visa.
Travel Insurance

Lender breaches responsible lending obligations

Pete made a complaint saying that the credit limit increases he was given were unaffordable.
Loans & Credit

Policy cancellation dispute

Mr Spicer made a complaint because his policy had not been cancelled when he asked for it to be.
Financial Advisers

Trauma cover conditions not met

Rachel's* insurer said she didn't meet the specific requirements for trauma cover.
Health Insurance

Flight delayed by weather

Tama's insurer declined to pay for the full cost of a replacement flight.
Travel Insurance

Two eyes, two excesses

Mr Kereama wanted his wife's two cataract surgeries treated as one procedure, with the second excess waived.
Health Insurance

Dishonest statement about TV damage

Mrs Letterman's insurer declined her claim, saying she made a false statement.
House and Contents Insurance False Statements

Woman gets $40k more after disputing insurer’s decision

Manaia was unhappy with her insurer's repair estimate, so made a complaint.
House and Contents Insurance