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
Interested in interest? 2018

What happens when the loan agreement does not reflect what you told your financial adviser you wanted?

Unilateral cancellation of an account leads to significant financial pressure 2016

Katrina’s account is cancelled without notice, causing her significant stress. How was FSCL able to resolve the issue within a few weeks?

Around the world in 35... 37 days 2017

Ken suffers an injury on the second day of his and his wife’s overseas trip, which was supposed to last 37 days. Can the insurer decline the claim on the basis its policy only provides cover for trips lasting 35 days or less?

Can I accompany you? 2017

Otto travels to the Netherlands when his father falls gravely ill and dies. Can the family claim back Otto’s travel costs on the basis he was an ‘accompanying person’?

Don’t execute the executor! 2018

Miranda was swamped with creditors when her estranged husband died and named her as executor. Was she allowed to pay for the funeral before she paid them back?

‘Relative’ is a relative term 2017

A couple cancels their travel plans because of a death in the family. The insurer denies their claim for cancellation costs, saying the couple isn’t covered for the death of any person aged 85 or over. Should the couple have been told about the exclusion?

You’re my adviser! You should be advising 2017

Christine asked an insurance adviser to place cover to protect her family in the event she got sick. When Christine’s subsequent sickness was not covered by insurance, Christine complained to FSCL.

A declined lump claim lumps Catherine with a big vet bill 2017

Catherine’s pet insurer declines her claim for her dog’s chin lump based on an exclusion clause endorsed on the policy for an unrelated pre-existing lump. Has the insurer declined the claim correctly?

How long is too long to repair a flooded building? 2016

Following a flood in June 2015, it takes 10 months for repairs to be completed. Did Bert’s insurer cause unnecessary delays in effecting those repairs?

Zero communication about zero-rated deferment periods. 2017

Marian claims on her business interruption policy when a power outage affects her business. After her claim is declined, FSCL investigates whether Marian’s broker contributed to her loss.