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
Is all fair in love and war? 2018

Dan had been sending money to a young woman in a war zone. One day the foreign exchange service declined to complete a transaction. Dan became very upset and complained about the service he received.

Nigerian fraudster 2018

Can an international money remitter refuse to send money until it is satisfied a transaction is genuine?

No receipts = claim declined 2018

If you cannot provide proof of ownership your claim may be unsuccessful

Credit card chaos 2018

A supplementary cardholder could only see her transactions online, so only paid part of the balance of the account allowing the main account holder’s transactions to accumulate incurring interest

“My ex needs these payments – what do you mean they aren’t necessary?” 2018

Lucas lost his job in Australia and needed to withdraw some of his KiwiSaver to help him fund his move back to New Zealand. However, his withdrawal application was declined due to payments Lucas was making to his ex-partner. Lucas said the trustee was biased against him due to his sexual orientation.

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?