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
An expensive evening out 2013

Funds stolen from travel card account after PIN overseen and card stolen while enjoying an evening of wining and dining overseas

Funds stolen from travel card account 2014

While travelling overseas a thief stole a travel card withdrawing almost all the funds within 45 minutes. The travel card provider was not liable for the loss because it was most likely the card and PIN were in the wallet when it was stolen, in breach of the terms and conditions.

Stand down period leaves pet owner uninsured 2014

Sophie was caught out by the stand down period when she changed insurers. Under the policy wording the insurer had no obligation to pay for medical treatment because the clinical signs occurred during the stand down period.

Nippon complaints in the bud 2013

If you take a holiday on the side of an overseas work trip, is your overseas travel “work-related”?

A Chesty Problem 2013

If you cancel travel on advice from a doctor, will this mean there will be no cover under your insurance policy?

A reluctance to redeem 2013

The Complainant felt forced to seek legal advice after her financial adviser would not redeem her investments.

Insurance application form changed leaving customer underinsured 2014

Application form altered removing loss of use cover leaving Hamish underinsured after an accident

What happens when a KiwiSaver scheme retires before you do? 2014

Delay in winding up a KiwiSaver investment caused a loss

No more hopping the ditch to get KiwiSaver rich 2014

If you move permanently to Australia, can you transfer your KiwiSaver funds to an Australian superannuation scheme?

Who takes responsibility for loss following under insurance? 2014

After a cyclone destroyed an orchard the orchard owner discovered he was not insured for the loss. The orchard owner considered his broker had not provided adequate advice when arranging cover and asked his broker to reimburse the loss.