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
KiwiSaver withdrawal amount is $18,000 less than expected 2020

Jorge receives $18,000 less than he expected when withdrawing his KiwiSaver balance, and complains to FSCL

In need of a valuation 2020

Mataio’s car has been over insured for the past 3 years, and Mataio has been paying more than he needed to in premiums. Was it his insurance adviser’s responsibility to contact Mataio and prompt him to have his car revalued?

Covid-19 lockdown causes cancellation 2020

What happens if the country you are travelling in goes into lockdown as a result of Covid-19 and you decide to abandon the tour you had planned?

The fine balance between affordability and unaffordability 2019

At what point will a loan application be considered to be unaffordable triggering a breach of responsible lending guidelines?

Mechanical breakdown insurance, do I really need it? 2020

What happens if credit related insurance is automatically added to your loan without the broker explaining the purpose and key features of the policy?

How much information does an insurer need? 2020

Do you have to give your insurer all your medical history even if you think that information is unnecessary?

No responsible lending = no profit for the lender 2019

What happens if a lender does not comply with its obligations under the responsible lending code?

Tummy bug causes trip cancellation 2019

What happens if your travelling companion becomes unwell overseas and you decide to return home without first checking with a doctor or your insurer?

Public hospital or private hospital? 2019

What happens if you are in Australia and you need urgent medical attention? Can you go to a private hospital?

Gradual water damage 2020

What happens when you can’t immediately find the source of leaking water, and the water goes on to cause further damage?