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
Open to the elements 2018

Should the brokers pay when it was the house moving firm that caused the damage?

Jumping to conclusions 2017

Confusion following an insurance claims leads to a policy cancellation and delayed claim process

“I never said I’d pay for it, I thought you did!” 2016

Julie suffered from a heart condition while she was overseas which resulted in her needing expensive medical attention. Julie believed she had declared the condition during the medical assessment and paid a higher premium as a result, she would have cover. Did Julie disclose enough to obtain cover?

“I didn’t pay for my insurance but I need to make a claim” 2017

Ken had home and contents insurance placed through a broker. Months later, the broker sent Ken a notice saying the policy had been cancelled for non-payment of insurance. Ken was then burgled. He believed the insurer had failed to give him reasonable notice that his policy had lapsed, and the broker had not given him good enough service. Was Ken correct?

I won’t be rolled over! 2017

Callum thinks his insurance cover is rolled over from his employer’s insurance scheme into his own name. When the cover is not rolled over, FSCL investigates whether Callum’s broker is at fault.

PIN compromised and card stolen while travelling overseas 2017

Craig’s travel card was stolen from him while overseas and used to withdraw money from his account. Is the travel card provider obliged to refund the money stolen from Craig’s account?

Ch-ch-ch-ch-changes 2017

Did Sarah’s insurance adviser fully explain the very broad exclusion clause in the medical insurance policy offered by an insurer, before Sarah cancelled her old policy?

Car collateral confusion 2017

Is it unfair for a finance company to require a car yard to pay off all its borrowings before it releases its security over any of the vehicles in the yard?

Interesting times 2017

Does a customer have to pay interest for late payment of an invoice for services, if the contract doesn’t mention interest?

I’m in Hong Kong so why am I paying in yen? 2017

When Tom pays for dinner in Hong Kong using his travel card, payment is drawn from his yen balance, not his Hong Kong dollar balance. Was there an error in the travel card provider’s systems?