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
Flight Cancellations and Government Disputes 2018

A government dispute between two nations lead to cancellations of Dean’s flights and he missed a connecting flight. Dean wanted to claim from the Insurer under his travel insurance, the expense of extra flights and was declined. Was the Insurer’s decision correct?

Reasonable Fees 2018

Caleb took a consumer loan for a car on 30 August 2016. Caleb defaulted on a number of payments and was charged a number of default charges by the lender. Were the charges reasonable in light of the facts and under the CCCFA?

The perils of medical tourism 2018

Should an insurer have to pay when ‘medical tourism’ goes wrong?

Unregistered company – unreasonable fees 2018

Cassie’s debt to a lender was assigned to a debt collection company. When Cassie missed some payments to the debt collection company, it started charging default fees of $70 per payment. Could the debt collector company charge these fees?

The perfect storm 2018

A large cyclone caused leaks in Carlos’s new home. The insurer said the leaks were not because of the cyclone but due to wear and tear, and poor construction. Can Carlos claim the costs of damage from his insurer?

Food allergy prevents travel 2018

A minor prawn allergy is diagnosed as a life-threatening allergy weeks before leaving for Vietnam. Will the insurer accept the claim when the trip is cancelled?

Stolen credit card problems 2019

A credit card provider cannot cancel the card afterhours after being advised it has been stolen, then goes on to cause some inconvenience when reissuing the card.

Executive decisions – the 5% fee 2018

A family queries the 5% administration fee, based on the value of the estate, charged by a trustee company.

Dodgy financial advice from unregistered adviser 2018

An unregistered financial adviser promises to rescue a couple from a mortgagee sale only to make a bad financial situation worse.

The loss of the ring 2019

Belinda put her wedding ring in her toilet bag in her hotel but could not find it days later when she went to put it on. Her insurer declined the claim because the jewellery not on her person or in a locked safe. Was this correct?