Case Studies | Financial Services Complaints Ltd

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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Case Notes Category

Title	Year	Case summary
The missing 10 cents	2019	What happens when an insurer accepts your claim, but pays you 10 cents less than you were expecting?
An insured’s duty of disclosure for replacement insurance	2019	Alvin contacted a broker to get new contents insurance. Alvin forgot to disclose a past claim for burglary. Alvin complained that the broker did not advise him he had to disclose all claims.
Term life insurance and service fees	2018	Helen approached an insurance adviser to obtain life insurance. Helen signed the adviser’s terms of engagement noting fees. Helen moved insurers after 10 months and was charged $1,495.00. Was the adviser entitled to charge the fee?
Is my daughter my “family member”?	2019	Thalia broke her daughter’s laptop when she went to stay with her in Australia. Her travel insurer declined to pay for the repairs to the laptop. Was the insurer correct in declining Thalia’s claim?
A stag-nated insurance policy	2018	Greg and Leah didn’t receive the letter their insurance broker sent, notifying them that insurance for their stag was due to lapse. Should the insurance broker have done more to ensure the stag remained insured?
A speedy settlement	2019	Two hours before Margaret was due to resettle her mortgage, she received a call from her financial adviser. The adviser told her she was going to be charged a $1,000 ‘clawback’ fee if she went ahead with the new mortgage. Should the adviser have told Margaret about the fee earlier?
The Rainmaker	2018	Taua had some issues with the way a trustee company had run her parents’ estates. She hired a lawyer to make a very long and complex complaint to FSCL. FSCL partially upheld her complaint, but could she recover her legal fees?
Pipe Dreams	2018	The Pipe Company damaged a client’s pipes while it was performing a job. It repaired the damage, and but its insurer refused to pay any profit or overhead margin for the repairs. Was this fair?
Broker’s broken promise?	2018	Did Linda’s insurance broker provide enough support, either in getting the right insurance or in being there for Linda after she had made a claim?
Travel Cards and the Anti-Money Laundering & Countering Financing of Terrorism Act 2009	2018	Alan held a travel card with the travel card company. A credit was paid to the account by a company he purchased goods from using different reference codes. As a result, the travel card company suspended his account to investigate potential fraud. Alan was not told immediately. Was the travel card company correct to suspend his account?

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