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.

Search case studies

Title Year Case summary
How careless is gross carelessness? 2019

Is your insurer obliged to pay a claim if you are distracted and accidentally leave valuable items behind in a busy airport?

Legs up 2018

John had a medical emergency overseas and needed to fly home to New Zealand. The overseas doctor recommended that John fly business class so that he could elevate his legs. John’s travel insurance declined to provide John a business class ticket and booked him an economy ticket home.

Debt Spiral 2019

Albert took a payday loan for $300. A year later, the loan had grown to 5 times the initial amount. Albert did not know how to stop the loan from rapidly ballooning.

Breathlessness... or cancer? 2018

James cancelled his holiday when his brother was diagnosed with lung cancer. He was declined cover because the insurer said his cancer was a pre-existing medical condition. James disputed this finding. Was James’s cancer really a pre-existing medical condition?

Delay upon delay 2019

A delayed flight meant the loss of one night’s accommodation, leading to an insurance claim and further delay when the insurer took over a month to decline a straightforward claim

Where did my insurance go? 2019

What happens if you think you’ve arranged insurance for a new car, but your insurer thought the insurance related to an old car?

Leaky home issues 2018

After some bad weather, Tom found leaks through his ranch slider and water damage to his lounge ceiling. His insurer said he had a leaky home and declined his claim. Tom complained to FSCL.

Stolen identity 2019

What happens if your identity is stolen, and money borrowed in your name, but you find it difficult to communicate with the lender?

The curious case of the disappearing jet ski 2019

Edwin took his jet ski to an amateur repairer, who disappeared with the jet ski a few months later. Edwin made a claim with his insurer, but his claim was declined. His insurer said his policy did not cover theft by a person to whom Edwin gave his jet ski. Was the insurer acting reasonably?

Was it open or not? 2019

Ravi is seeking a refund from his credit card company for goods purchased overseas that had already been opened and that gave him a reaction.