Case Studies

Our case notes show how we deal with the many different issues that arise in our case investigations. The case notes aim to provide consumers and participants with guidance as to the approach we are likely to take in a particular type of case or highlight some of the many different ways in which a complaint can be resolved.

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Title Year Case summary
Frustrating finances 2017

A lender submits an automatic payment form to a borrower’s bank without the borrower’s permission

Financial crisis 2015

A lender failed to work with a borrower and her budget adviser causing unnecessary stress and expense

What caused the cancellation? 2016

Brian and Kate had to cancel their overseas trips due to Brian suffering an eye stroke which later led to delirium. Were they entitled to cover, or did the insurance company’s general exclusion for claims arising out of any psychological or mental condition mean their claim for cancellation costs could not be paid?

Small change 2017

Payday lender debits account early causing dishonour and additional interest and fees.

“At least I have lease cover, right?” 2016

Marge contacted her broker to ask whether she had cover to lease a truck when her truck was written off after an accident. The broker told Marge she had lease cover, however it later transpired she had no lease cover.

What happens when the repair fails 2016

Is an insurer liable for the substandard repair of an earlier claim?

The brother who wouldn’t budge 2016

A trustee company delays in the administration of an estate

“A thorough replacement advice process is never redundant" 2016

Malcolm received advice from an insurance adviser about replacing his redundancy cover with another insurer. Malcolm finds out 18 months later he has no redundancy cover.

KiwiSaver – opting in and opting out 2017

Wang lei signed up to a KiwiSaver scheme with the intention of only making voluntary contributions due to his employment contractual arrangement. However, he later found out that he was not eligible for employer contributions to his account. Could Wang lei close his KiwiSaver account?

“Daylight savings and big losses” 2015

Ravi suffers losses on forex options and we investigate whether his forex broker contributed to this or not.