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
Stolen contents and missing contents cover 2020

Jenny asks her insurance broker to put home and contents insurance cover in place. When Jenny makes a claim for her stolen bracelet a year later, her broker tells her she has no contents cover in place.

Caribbean Cruise and Covid-19 2020

Yasmin’s travel is disrupted by Covid-19 when a port refuses her ship entry to the Cayman Islands.

Historic credit card debt written off 2020

An elderly customer had been paying off the minimum balance due for six years without realising she was not making any progress towards repaying the debt. Is this fair?

Luggage stolen from a locked car 2020

What happens if you leave shopping where it can be seen from outside your car and thieves break-in stealing other items you have attempted to conceal?

When does debt get too old to be enforced? 2018

Peter obtained a loan in 1996. He defaulted on the loan and a few years later the debt collection agency stopped pursuing the debt. In 2018, he went back to the lender for another loan. The lender asked him to continue repayments on the old debt

KiwiSaver savings are your money – but not yours to spend yet 2020

Atsushi wanted to withdraw his $40,000 KiwiSaver balance to pay for a new car, help meet his mortgage payments, and pay for his mother’s travel expenses. His KiwiSaver trustee only released $11,000, saying these weren’t minimum living costs. How much was Atsushi entitled to withdraw?

But I didn’t know money had been stolen 2019

What happens if you don’t realise if a thief has used your card to steal money from your travel card?

A reversed refund 2020

A credit card provider accepted Rachel’s chargeback request after she discovered the cruise company she purchased a cruise from was in financial strife. The credit card provider then reversed the chargeback with no warning.

Unauthorised transactions 2019

Declan noticed some unauthorised transactions on his travel card. The transactions had occurred about two years earlier. Was the card provider obliged to reimburse Declan for the unauthorised transactions?

Alleged $100,000 loss for incorrect premium estimate 2019

Farooq reduced his wife’s life insurance cover by $100,000, based on an inaccurate premium estimate provided by his insurance adviser. As a result, Farooq received $100,000 less when his wife was diagnosed with a terminal illness. Had the adviser caused Farooq to suffer a $100,000 loss?