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
This Ferrari, it’s a worry 2017

Ruby wants her Ferrari back, but - after missing payments - is it too late?

Diamonds are forever – until they’re lost 2017

Leonie doesn’t wear her rings during flights because her fingers swell; she keeps them in a black pouch in her handbag instead. Should her travel insurer pay out when the rings go missing?

“Why can’t I send my girlfriend money? It’s my money!” 2017

Adrian, based in NZ, was sending his girlfriend in Nigeria money through electronic funds transfer. When the money transfer company refused to allow Adrian to continue sending his funds, Adrian complained to FSCL. Can Adrian send money to whoever he likes?

Is being tired a pre-existing medical condition? 2018

Janie had been experiencing mobility, fatigue and hip pain for some time. It wasn’t until after she had purchased her tickets and travel insurance for Europe that she was diagnosed with an auto-immune condition. Following her diagnosis, Janie’s doctor advised her against travelling to Europe. Can Janie recover the costs of her cancelled trip from the insurer?

Old dog, new claim 2018

Aaron’s pet insurance policy excluded any claims related to the arthritis in his dog’s right front foot. When the dog fell and injured his elbow, the insurer declined Aaron’s claim, saying the injury was related to the arthritis. Had the insurer correctly declined Aaron’s claim?

Back cracking, but cover lacking 2018

When completing his health insurance application, Brian failed to disclose that he had back and shoulder injuries, and he had monthly visits to a chiropractor. After having an insurance claim declined for non-disclosure, Brian complained his adviser hadn’t told him about the need for disclosure. Is the adviser liable for Brian’s lost insurance cover?

An expensive delay 2018

Blake’s debt was given to a debt collection agency – but the debt collection agency took two years to contact him. Could the debt collection agency charge Blake interest during this two-year delay?

You take my breath away 2018

Murray’s breathlessness hadn’t been diagnosed as heart-related when he purchased travel insurance – was the insurer allowed to decline his claim for cancellation costs?

Are these fees feasible? 2017

After Ben’s father passed away, Ben and his family worked with the professional trustee company appointed as executor of the will, to wind up the father’s estate. Ben complained about the trustee company’s fees, and FSCL assisted the parties to reach a negotiated resolution of the complaint.

A matter of the heart 2018

Seline’s insurance adviser recommended she move to a new insurer. When Seline had a heart attack, her new insurer declined her claim. Was the adviser responsible for Seline’s lack of cover?