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
Service shortcomings? 2017

If a company’s service falls short, should compensation automatically follow?

Fault finding 2017

Julius says the accident wasn’t his fault – doesn’t the insurer have to accept his word, and fight his corner?

Polyps and policies 2018

Could a medical condition almost 20 years ago be relevant now? And isn’t all surgery potentially ‘life threatening’?

$20,000 out of pocket 2017

Jasmine applied for a loan to help her granddaughter buy a house. In the end, Jasmine’s granddaughter did not need the help and cancelled the loan before it was drawn down. The lender charged Jasmine $20,000 in fees for arranging the loan.

Bursting a balloon (payment) 2017

Jamie signed the loan documentation, and he’d had a similar loan before – but did he know what he was getting into?

Information does not always tell the full story 2019

Lender advanced finance on the strength of an apparent budget surplus, without following a robust, intelligent assessment process that would have identified problem gambling.

Baby brain distraction leads to non-disclosure 2019

What happens if you are distracted during the insurance advice process and forget to disclose a medical condition?

When does my cover start? 2019

When does cover provided by complimentary credit card travel insurance start? Is it when you purchase your tickets? When you activate cover online? Or six months out from your trip?

Stranded overseas 2019

What happens if the airline you have booked tickets on goes broke and you are left stranded in an overseas airport?

Not quite the deluxe experience 2018

Ali and Hans booked a deluxe train trip through the french Riviera. The trip did not go as planned and they missed a piece of their tour. Ali and Hans do not think that the refund they were offered from the tour company is enough. They want their insurer to cover the missed portion of the tour.