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
Hold the farm! 2016

Andrew knows the family farm inside out - after all, he ran it for years. Shouldn’t the executor of his Dad’s will have to take his advice? And don’t the pine trees on the farm belong to him?

Bad financial advice or a series of unfortunate events? 2017

Upon the advice of their financial adviser, Sonny and Violet decided to cancel their longstanding insurance policies and take out one comprehensive policy. A few years later, the couple were dismayed to discover that key medical information had not been relayed to their insurer before being underwritten. Sonny and Violet said they had been paying insurance premiums towards a policy that essentially provided no cover. Sonny and Violet complained their adviser manipulated their applications and deliberately withheld their medical information from the insurer.

Driving into trouble 2016

If your kids drive your car, make sure you’re insured!

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?