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
Car servicing oversight 2020

What happens if your insurer declines your claim under a mechanical breakdown policy because you have not met the policy’s servicing conditions?

No refund for tour cancelled due to COVID-19 2020

Sfiso had paid a tour company a $20,000 deposit for a luxury tour of Europe. The tour was postponed due to COVID-19, and Sfiso wanted a full refund. Could Sfiso apply to his credit card provider to have the deposit payment reversed?

Car crash leads to 5-month claim during Covid-19 lockdown 2020

Tom crashed his car in February. His insurance claim wasn’t completed until July. Was the delay the broker’s fault?

Multiple credit cards given to borrower who could not read English 2020

Demetri had been granted three separate credit cards, and had accumulated $33,000 in debt. But Demetri could not read or write English, and he had never understood the terms of his credit card contracts. What had gone wrong, and how could FSCL help?

No win no fee? 2020

An insurance adviser offers to help June with her claim, and she agrees to a 25% success fee. The claim is successful, and June questions whether the fee was reasonable.

High and dry 2019

Issues with a neighbours’ drainage system meant Bernard’s property was flooding at least once per year. Bernard’s made a claim for the cost of court action against the neighbours, to force them to fix their drains. Was the cost of the legal action covered by Bernard’s material damage insurance policy?

Bitcoin scam 2020

Isaac purchases bitcoin from a cryptocurrency exchanger and invests it in an overseas scheme. The scheme turns out to be a scam, and Isaac loses $15,000 of bitcoin. Does the exchange platform have any responsibility for Isaac’s loss?

Foreseeable disruption to travel plans 2020

What happens if you booked airline tickets in February 2020 and your travel is disrupted by Covid-19? Will you be covered?

To catch a fraudster 2020

Julian’s partner had stolen $50,000 from his KiwiSaver, by forging a series of small withdrawal applications. Should Julian’s KiwiSaver provider have caught the fraud?

Insurance calculation corrected 2020

What happens if you disagree with your insurer’s calculation of the amount payable under the insurance policy?