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
Limited information on cancellation limits 2017

John and Beryl had to cancel their $40,000 South American cruise when Beryl fell ill. The couple’s insurer only reimbursed them $20,000 because of a cancellation limit in their insurance policy. Was the insurer entitled to do this?

“You said I’d have cover and I don’t!” 2017

Jim owned a car yard. When a leak occurred on his premises in 2012, Jim contacted his insurance broker who said Jim would probably be covered because of the ‘gradual damage’ cover in his policy. When Jim’s insurance claim was later declined, Jim complained that his broker had misrepresented that he would have cover.

Escaping the in-laws 2018

Will your insurance cover you if want to come home early?

Travel insurer ACCidentally makes a mistake in interpreting its policy 2017

Kurt’s insurer declines his claim for lost income, because he made an ACC claim. Did the insurer interpret the policy exclusion correctly?

Overpayments do not always reduce the loan principal 2017

Aadavan made overpayments towards some monthly installments, but the loan’s principal didn’t reduce faster. Had the lender applied the overpayments correctly?

Where did my money go? 2017

What happens when you are in default of your loan repayments, and your lender debits your bank account leaving you with only $35 to pay your weekly expenses?

A swift resolution to Mihirangi’s complaint 2018

Mihirangi bought goods from a mobile trader and soon after defaulted on her payments. Did the mobile trader comply with the Responsible Lending Code?

Lawless loans? 2017

Why were Wiremu’s parents paying higher interest rates to a third-tier lender than others were being offered?

Poor form 2017

A professional trustee made a mistake and wants to put it right – but should Deirdre end up better off?

Krakow caper 2017

Patrick fell for a credit card scam when enjoying a drink at a bar in Krakow. Should his travel insurer have to compensate him for his loss?