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
Nothing comes free, or does it? 2018

A prisoner opens an account with a credit union which is advertised as free for prisoners. A few years later the credit union decides to change its policy and starts charging fees. The prisoner disputes this.

“Is man’s best friend part of the family?” 2017

Darshan was holidaying overseas when was told that his dog was ill. In order to ensure his dog was okay, Darshan flew home and resumed his trip at a later date. Can Darshan claim insurance for this interruption?

Airline woes 2018

Bridie wanted her travel insurance to pay the costs of her new return flight with another airline due to an airline cancellation. The insurance company refused, because the policy did not cover the costs of a replacement ticket with another airline. Was this correct?

Income issues 2017

Lorna and Robert knew their income had reduced and, although they told their mortgage broker, they did not double check when the mortgage broker told them they could continue to borrow the same amount. When the lender reduced the amount of the loan, Lorna and Robert were left in a difficult financial position.

On shaky ground 2017

Chris’s insurance broker forgot to send him a copy of the policy, so he didn’t find out about the high excess until it was too late – but could Chris have done any better with another insurer?

Chargeback fraud results in loss of profits 2018

Jacque used his credit card to deposit margin into his trading account and placed several successful trades. Jacque then attempted to chargeback his deposits claiming they had been paid in error, and also sought to have his profits released to him.

Having your cake and eating it too 2018

Archie and Veronica had to cancel their European holiday when Veronica injured her leg. Their travel insurer paid for new flights home. But was the insurer required to pay for the costs of the original, cancelled flights as well?

Too thirsty to travel 2018

Renee had poor impulse control as a result of a brain injury and was hospitalised after drinking too much water. Renee had to cancel her planned trip to Italy but her travel insurer refused to reimburse her cancellation costs due to a mental illness exclusion.

Not-So-Easy rider 2018

The travel agent knew the holiday was a motorcycle trip – should she have sold a policy that excluded all but 200cc motorcycles?

Dude where’s my car 2018

Emily and Jasper used a foreign exchange service to purchase an overseas luxury car. Unfortunately, the money was transmitted to a scam account and they did not receive their car. Emily and Jasper complained about the practices of the foreign exchange company and its role in the fraud.