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
Was it one, or one hundred claims? 2019

Feodor’s company had to recall and repair close to a hundred windscreens due to poor workmanship. Feodor claimed for the costs from his insurance. Feodor’s insurer treated each repair as a separate occurrence. This had the effect of making each claim less than the policy’s excess, leaving Feodor out of pocket.

How sick is too sick? 2018

Kawa cancelled a tour he was to take with his friend Jason, when Jason fell ill and was unable to travel. Jason was refunded his trip, but Kawa wasn’t. Apparently, Jason wasn’t sick enough to need Kawa to stay back in NZ with him.

Unfortunately uninsured 2019

Alex believed he was covered by his credit repayment insurance if he was injured and unable to make his loan repayments. When Alex took on a new loan, he did not ensure that the insurance policy was continued on the new loan.

A broker accepts responsibility for poor advice 2019

Private hospital care is not covered by the policy, but does the broker have any responsibility to advise his clients before the costs are incurred?

Great Expectations (followed by Hard Times) 2019

Judy told Kath that she would be receiving over $1 million from the sale of some shares. But then Judy found out the shares were only worth around $24,000. She didn’t tell Kath. Should Kath have to pay Judy’s fees?

Don’t make me wait – you’re one day late! 2018

Roger’s credit card company took one working day longer than it should have to refund some money. It also got the timeframe wrong when Roger phoned. But does that warrant compensation?

Sacré bleu, where did I leave my glasses? 2019

In an insurance dispute, where there is more than one possible explanation for loss, how does FSCL decide which explanation it should base its assessment on?

To the limit 2019

Chris’s dog Scout went to a specialist surgeon to repair damage to one of his legs. Chris’s pet insurance policy had a $2,000 limit for specialist treatment, and a $7,000 limit for treatment of injuries. Which limit applied?

Criminal convictions can catch you out 2019

Non-disclosure of criminal convictions leads to a high excess, but does the broker have some responsibility?

Concrete catastrophe 2019

Is there a difference between manufacture and construction? We think there is!