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
Public hospital or private hospital? 2019

What happens if you are in Australia and you need urgent medical attention? Can you go to a private hospital?

Gradual water damage 2020

What happens when you can’t immediately find the source of leaking water, and the water goes on to cause further damage?

Significant financial hardship application goes missing 2020

What happens if your significant financial hardship application gets lost in the process?

Customer service delays due to COVID-19 2020

Did the insurer’s poor handling of a customer’s request for a review of their declined insurance claim warrant a payment of compensation?

From $100,000 to $20,000 of trauma cover 2020

Neville increases his trauma cover from $75,000 to $100,000. However, when he makes a claim, he’s shocked to only receive $20,000.

Delayed debt recovery 2020

What happens if a lender takes a long time to start debt recovery action?

Unstable Covid-19 Investments 2020

Juliet is unsure about what to do with her investments in the unstable Covid-19 environment. Her decision to switch funds turns out to be the wrong one, and she feels it was because she received bad advice from her savings scheme.

Covid-19 cross-border chaos 2020

When the Malaysian government announced that it was about to close its borders due to Covid-19, Maree thought that might prevent her from getting home to New Zealand, as her flight was not due to depart Malaysia until after the border closure. She quickly booked an earlier flight home. Was the travel insurer right to reject her insurance claim for the replacement flight?

Pandemic forecast – low chance of cover 2020

Alice claimed on her insurance for a cancelled cruise after she was advised that she had an increased risk of health issues if she caught Covid-19. Alice’s insurer declined her claim pointing out her policy had an epidemic/pandemic exclusion clause

Covid-19 Travel Troubles 2020

Sonny’s trip to Guatemala was cancelled when the country closed its borders due to Covid-19. Sonny’s insurer declined his travel insurance claim