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
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.

Dragging your heels 2019

Joe asked his financial adviser to arrange redundancy cover for him. However, the financial adviser delayed doing so for a number of months, by which time Joe had lost his job. Can Joe claim his lost wages from the financial adviser?

When pills go bad 2018

Poptates was contracted to manufacture a batch of probiotic tablets and used an untested formula. The entire batch was ruined and Poptates was sued for the price of raw materials. Can Poptates claim the cost of raw materials from their insurer?

Abusive behaviour will not be tolerated 2019

An investigation is terminated following unacceptable behaviour from a complainant

Valuable items go missing 2019

A bag containing valuable items was not unloaded from a taxi. Should Jenny and Alex have noticed? Was their failure to do so grossly careless?