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
Lending to a vulnerable consumer 2019

A finance company continually refinanced a vulnerable borrower’s loan, adding credit related insurance, interest, and fees.

I have insurance, don’t I? 2019

Ataahua had been paying for medical insurance for a number of years, only to find out that her policy had been cancelled when she turned 64. Can Ataahua get the insurer to still provide her with medical cover?

A stiff drink 2019

A party in Cancun takes a turn for the worse for Luis and Aoife when Aoife stops breathing and is rushed to hospital. Will Luis’s insurer pay for his medical bill?

My car, my castle 2019

Nixon had an accident and lost his job. He fell behind on his repayments and had to live in his car. Unfortunately, Nixon could not meet his car loan payments and his car was repossessed. What can Nixon do?

When unexpected events occur 2019

Sue was due to meet her cousin for a family vacation. Unfortunately, Sue’s cousin passed away suddenly. Can Sue claim the costs of rearranging her travel from her insurer?

Flock dysfunction 2019

Edgar was travelling with a large group of young people and got delayed at customs. Can Edgar get his travel insurer to pay for his missed flights?

Cat fight 2018

Barbie obtained business insurance through an insurance broker. Barbie and her broker had a personal fight that ended their business relationship. Barbie complained that the broker had been unprofessional and asked for a refund of the commission that the broker earned from Barbie’s business.

Who should be overseeing the overseas transfer? 2019

Whetu sent money to his relatives in China. Unfortunately, Whetu entered the incorrect bank account. Can Whetu claim his money back from the electronic funds transfers service?

Funeral cover cut off 2018

Nazreen had funeral insurance cover until age 76. Can Nazreen take advantage of funeral benefits even though she did not die before she turned 76?

No passport? No pass through this port 2019

Tim left his passport on the plane and was not allowed to go back.