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
Out of time and out of luck 2019

Aaron was planning a tour through Central America. He applied for all the visas he needed, but was denied a visa for one of the countries. Aaron reapplied for a visa, but when he was unable to obtain one in time, he cancelled his tour. Aaron sought a refund from his travel insurer.

Strict policy wording 2019

Akio had planned to travel to visit his father in Japan. Shortly before his planned trip, Akio’s father became very ill and Akio purchased new flights to travel to Japan immediately. Would Akio’s insurance refund him for the now unrequired later flights.

Farm debt burden 2019

What happens when a farmer is unable to make the payment on a harvester due to events outside their control?

Change, not necessarily for the better 2019

What happens if your financial adviser recommends a change to your insurance without explaining the extent of the policy or the risks associated with the change?

Confusion reigns 2019

What happens when your mortgage broker gets it wrong, and does not correctly advise the bank about how you would like to structure your lending?

Insurance obligations 2019

What happens if your car is security for your loan and is written off in an accident? Is your insurer obliged to pay insurance proceeds to the lender? Does GAP insurance cover the unsecure portion of a loan?

Responsible lending means asking reasonable questions 2019

Payday loans contribute to a slow slide into financial difficulty, is the lender responsible?

Outside the box 2019

What happens when your application to withdraw funds from your KiwiSaver on the grounds of significant financial hardship does not meet the usual criteria?

To cancel or not to cancel 2018

Chelsea thinks she sent a letter to her insurer, requesting that her family’s insurance policies be cancelled. The insurer never received the letter and never cancelled the policies. Now Chelsea wants to be refunded her premiums.

Dodgy travel agent 2019

Just before Erik and his family are supposed to travel overseas, his travel agent informs him that it has cancelled his flights. The travel agent promises a refund but doesn’t deliver. Erik tries to claim a refund from his insurers.