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
Going down swinging 2016

John had income protection insurance. He moved from NZ to Australia, and changed his job but continued to pay his premiums. After John made a claim which was declined, John asked that his adviser make changes to his policy. John’s adviser could not get the insurer to agree to any policy changes. Was it the adviser’s fault?

Mowed away 2018

Is a credit card provider caught by the Consumer Guarantees Act and obliged to cancel a contract if the goods paid for with the card are not of an acceptable quality?

Attack of the ATM 2018

Rufus’s travel card was swallowed by an ATM machine. The bank told Rufus his card would be destroyed. To his horror, Rufus discovered his card was somehow stolen and money emptied from his account. Can Rufus get his money back?

Insurance mix-up 2018

Insurance accidentally lapses when insurers change, but request a request to reinstate is overlooked, resulting in a redundancy claim being declined

Inconvenient freeze 2018

Travel card account frozen when suspicious transaction identified

Medication mishap 2018

What happens if you don’t take enough medication with you when you travel overseas?

Dude, where’s my money? 2018

Graham became ill and encountered some financial strive. He wanted to access his superannuation funds to relieve his debt. But he was not allowed to withdraw all of his money. Graham then laid a complaint with FSCL.

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?