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
Is an unforeseen pregnancy unforeseeable? 2016

Tanya unexpectedly finds out she is pregnant, having been told she could not conceive naturally. Tanya and her husband Steve cancel their holiday and claim on their insurance.

Interesting calculations 2016

Geoff invested money with a peer-to-peer lender. After reviewing his investments performance, Geoff is confused the actual rate of return on his investment is not what he had calculated it would be. Geoff is concerned that there may be something going on. What can Geoff do?

The wrong policy: just a click away 2016

Julie’s mother suddenly passes away the day before she and her husband Kevin leave for Europe. Kevin and Julie read the wrong insurance policy and thought they would be covered if they cancelled their flights and rebooked for a few days’ time. When Kevin and Julie spoke to an operator from the insurance company they thought the operator affirmed they would have cover.

Equity release loan not so equal for beneficiaries 2016

Belinda learns her claim to her parents’ estate could be compromised by an equity release loan they had agreed to in 2008.

Neighbours at war’ leads to a travel insurance dispute 2016

Rewi and Anne had been in an ongoing dispute with their neighbour for many years, and cancelled a trip to Australia when their neighbour blocked access to their property. Did travel insurance cover cancellation costs?

Change of residency laws lead to a change of plans, and a declined claim 2016

The Andersons cancel travel plans after their son and daughter-in-law cannot legally remain in Belgium. Did they have cover for their cancellation costs?

Flight delay upon flight delay 2016

Lynley’s flights home to New Zealand are going to be delayed by more than 48 hours. Lynley takes daily medication, but only has enough tablets to cover her for 24 hours’ delay. Lynley books new flights to get her back to New Zealand within 24 hours. Does Lynley’s travel insurance policy provide cover for the costs of her new flights?

Poorly dog results in a costly bill 2016

Simon’s dog fell ill and needed treatment. Simon submitted a claim for the veterinarian costs to his pet insurance company. However, the pet insurance company declined his claim because the illness had occurred within the policy’s 21 day stand down period.

A steep ‘learner’s’ curve 2015

Ratan was involved in a motorbike accident and then discovered his insurer would not pay the costs of repair, because he only had a learner’s motorbike licence.

Shanghai Nights 2016

Under duress, Steve is forced to sign a credit card voucher authorising a payment of $2,500 while in a bar in Shanghai. We look into Steve’s travel insurer’s decision to decline the claim.