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
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?

Significant financial hardship application goes missing 2020

What happens if your significant financial hardship application gets lost in the process?

Customer service delays due to COVID-19 2020

Did the insurer’s poor handling of a customer’s request for a review of their declined insurance claim warrant a payment of compensation?

From $100,000 to $20,000 of trauma cover 2020

Neville increases his trauma cover from $75,000 to $100,000. However, when he makes a claim, he’s shocked to only receive $20,000.

Delayed debt recovery 2020

What happens if a lender takes a long time to start debt recovery action?