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
Valuable items go missing 2019

A bag containing valuable items was not unloaded from a taxi. Should Jenny and Alex have noticed? Was their failure to do so grossly careless?

Catch me if you can! 2019

Arnie discovered that his trusted manager had been stealing stock from his carpet business for years. Can Arnie get his insurer to compensate him for the loss of his stock?

Undisclosed variation fees 2019

What happens if your lender fails to disclose a fee in the loan agreement?

Mortgagee Mistakes 2019

Did the mistakes in a Property Law Act notice change the course of history? If the notice had been correct, could Lee and Brian have kept their house?

Getting to the heart of the matter 2019

An insurer agrees to cover medical and travel costs necessary to bring your travel companion home, but are you being unreasonable when you ask for compensation for the portion of the trip you missed out on?

How careless is gross carelessness? 2019

Is your insurer obliged to pay a claim if you are distracted and accidentally leave valuable items behind in a busy airport?

Legs up 2018

John had a medical emergency overseas and needed to fly home to New Zealand. The overseas doctor recommended that John fly business class so that he could elevate his legs. John’s travel insurance declined to provide John a business class ticket and booked him an economy ticket home.

Debt Spiral 2019

Albert took a payday loan for $300. A year later, the loan had grown to 5 times the initial amount. Albert did not know how to stop the loan from rapidly ballooning.

Breathlessness... or cancer? 2018

James cancelled his holiday when his brother was diagnosed with lung cancer. He was declined cover because the insurer said his cancer was a pre-existing medical condition. James disputed this finding. Was James’s cancer really a pre-existing medical condition?

Delay upon delay 2019

A delayed flight meant the loss of one night’s accommodation, leading to an insurance claim and further delay when the insurer took over a month to decline a straightforward claim