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
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?

Bungled Bahamas trip 2020

Mahalia was booked to travel to the Bahamas in April 2020. In March 2020, New Zealand went into lockdown and the Bahamas closed its borders. Could Mahalia’s insurer decline her trip because a government had interfered with her trip?

New car and new debt 2020

Felix borrowed $8500 from a lender to help him purchase a new car. Felix soon had trouble making the repayments, and he began to wonder if the loan was ever affordable in the first place.

Insurer agreed to overturn decision to decline claim 2020

Emma’s backpack was stolen from her rental car while she was on holiday. Did her claim for the lost items fall within her travel insurance cover?

Was the mortgage broker’s invoice fair? 2020

Corey believed the amount he was invoiced for mortgage broking services was not fair.

Don’t make me wait – you’re one day late! 2018

Roger’s credit card company took one working day longer than it should have to refund some money. It also got the timeframe wrong when Roger phoned. But does that warrant compensation?

An insurance policy switch 2019

In January 2014 Elizabeth moves her life, trauma, and income protection policies to another insurer, on her adviser’s recommendation. The new insurer then cancels Elizabeth’s policies for non-disclosure.

But I’m not the borrower! 2020

What happens if a lender tries to recover a debt from you, but you did not know that you were a co-borrower on the loan?