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
Financial hardship application overturned 2020

What happens if you are injured and can no longer afford your loan payments?

Different views on the cancelled cruise 2020

Should the insurer reimburse both the cost of Bridget’s cancelled cruise and her journey alteration costs?

Expensive jewellery lost 2020

What happens if your travel agent arranges a policy extension to cover your expensive jewellery, but when you drop the jewellery in deep snow your claim is declined?

Disinclination to travel, or genuine fear of Covid-19? 2020

In what circumstances does a decision not to travel because of Covid-19, trigger a ‘disinclination to travel’ exclusion clause?

Transferring between investment funds during market volatility 2020

Was there good reason it took a scheme manager six working days to action an investor’s transfer request?

KiwiSaver withdrawal amount is $18,000 less than expected 2020

Jorge receives $18,000 less than he expected when withdrawing his KiwiSaver balance, and complains to FSCL

In need of a valuation 2020

Mataio’s car has been over insured for the past 3 years, and Mataio has been paying more than he needed to in premiums. Was it his insurance adviser’s responsibility to contact Mataio and prompt him to have his car revalued?

Covid-19 lockdown causes cancellation 2020

What happens if the country you are travelling in goes into lockdown as a result of Covid-19 and you decide to abandon the tour you had planned?

The fine balance between affordability and unaffordability 2019

At what point will a loan application be considered to be unaffordable triggering a breach of responsible lending guidelines?

Mechanical breakdown insurance, do I really need it? 2020

What happens if credit related insurance is automatically added to your loan without the broker explaining the purpose and key features of the policy?