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
A shift in ACC cover causes a big loss 2019

When Callum suffers a severe accident, he receives less from the ACC than he thought he would.

Failure to act in client’s best interests 2020

Sobitha’s financial adviser was unable to show that he acted in Sobitha’s best interests when recommending an insurance change that left Sobitha with less cover than she believed was in place

Declined KiwiSaver significant financial hardship withdrawal 2021

Scheme supervisor declined a KiwiSaver significant financial hardship withdrawal for the cost of orthodontic treatment.

Risk of travelling with high value items 2021

Jessica damaged her bracelet while on holiday. When she made a claim for the damage, she found out the full cost of the repair was not covered by her travel insurance policy.

Amount owed to lender disputed 2020

Borrower fell into arrears on his personal loan when he was imprisoned. He disputed the amount owed to the lender.

Life and trauma insurance – compulsory or recommended? 2020

Rawiri and Jenny’s financial adviser recommended they get life and trauma insurance cover when they refinanced. A couple of years later, Rawiri asked the adviser to cancel the insurance, but the adviser said it was compulsory for them to keep it as part of their refinance.

Financial service provider assisted another company to mislead a consumer 2020

Anika complained that a financial service provider assisted another company, who was not a registered financial service provider, to mislead her about an investment.

Not a pre-existing medical condition after all 2020

What happens if you think you just have indigestion, book travel and insurance, and then discover your discomfort was actually cancer?

Designer handbag undervalued 2020

What happens if your travel insurer applies depreciation to an item that has actually increased in value?

No job and a spiralling loan 2020

Mai had almost finished repaying her $520 loan when she lost her job. Mai’s debt spiralled to $880. Was the lender’s hardship process fair?