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.

Search case studies

Title Year Case summary
Baby’s day out 2018

Katie’s infant daughter was not allowed to board a plane in south America because the airline printed an incorrect boarding pass. Katie had to purchase new flights and accommodation to continue with her trip. Katie’s travel insurance company refused to reimburse her because the travel insurance policy excluded cover for incidents arising from the airline’s negligence.

Travelling with a foot injury 2018

Tina suffered an injury to her foot that required her to cut short her holiday in Japan and return to New Zealand. The insurer declined to pay Tina’s claim noting she had not obtained a medical certificate. Was this right?

The fees of our fathers 2018

Leighton’s father passed away after taking out a mortgage. The lender charged over $15,000 in mortgagee sales fees to the estate, even though the sale didn’t go ahead. Was the lender entitled to charge $15,000 in fees?

The stock loss shock 2018

Tom’s jewellery shop was burgled twice within three days, and $101,200 worth of stock stolen. Tom was shocked when his insurer only paid him $52,500, being his insurance policy’s limit for stock not stored in a safe/in window displays after hours. Tom’s insurance policy schedule never showed the limit. Did Tom’s insurance broker cause his loss?

A lead balloon 2018

An application to refinance a balloon payment into regular loan repayments is declined

Is all fair in love and war? 2018

Dan had been sending money to a young woman in a war zone. One day the foreign exchange service declined to complete a transaction. Dan became very upset and complained about the service he received.

Nigerian fraudster 2018

Can an international money remitter refuse to send money until it is satisfied a transaction is genuine?

No receipts = claim declined 2018

If you cannot provide proof of ownership your claim may be unsuccessful

Credit card chaos 2018

A supplementary cardholder could only see her transactions online, so only paid part of the balance of the account allowing the main account holder’s transactions to accumulate incurring interest

“My ex needs these payments – what do you mean they aren’t necessary?” 2018

Lucas lost his job in Australia and needed to withdraw some of his KiwiSaver to help him fund his move back to New Zealand. However, his withdrawal application was declined due to payments Lucas was making to his ex-partner. Lucas said the trustee was biased against him due to his sexual orientation.