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
Legitimacy of fee for insurance advice 2013

John and Anna were keen to reduce the amount they were paying for personal insurance and health cover.

Is an iPhone a “handheld computer”? 2013

Marnie was waiting to board a ride in a theme park in the United States when his iPhone was taken from his pocket. Marnie claimed $1,279 from his travel insurer for the loss of the iPhone.

How a pre-existing medical condition is defined 2013

Jocelyn and her husband booked an overseas trip in December 2012 to take place six months later. Jocelyn arranged a travel insurance policy with All Claims Covered through her travel agent.

Gold does not always glisten 2013

Julius used his gold credit card to buy an airline ticket to Australia. He was not sure of his return date so bought a one way ticket only. While in Australia he used another gold card to buy a one way ticket back to New Zealand.

Double life insurance – what to disclose? 2013

Hannah and her husband Harry saw a broker, Mary, about their health and life insurance. Mary suggested that Hannah and Harry split their life insurance across two insurance companies, so that they could get the level of cover they required.

Double claim for refund of cancelled tour and expenses 2013

Donald and Sarah booked a seven week trip to the UK, Europe and North Africa, including a 10 day all inclusive tour in Morocco towards the end of their holiday.

Double - dipping into a cancelled cruise 2013

John and Jacqui booked a round the world cruise beginning and ending in Auckland. A week in to the cruise, Jacqui fell seriously ill and was diagnosed with chronic obstructive pulmonary disorder.

Changing your mind can come at a cost 2013

Tim, financial adviser, approached Amy and Carl offering to review their insurances and provide a no obligation, free quote.

Cause of water damage to kitchen bench and cabinet 2013

Margaret and Peter are building managers in an apartment block. They live in one of the apartments and own several others which are rented out. One of the rented apartments suffered water damage during the tenant’s temporary absence.

Can a scam be covered by insurance? 2013

Marcia and Sherlock were on holiday in Thailand. During their stay in Bangkok Marcia and Sherlock were directed by a local guide to a travel agency, Super Tours Thailand (Super Tours), supposedly a government approved agency specialising in local tours and travel.