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
Video call resolution 2020

What happens if you are having real problems communicating, and you need the help of people who live in different cities?

Country of origin conundrum 2019

Yanxi was travelling home to China. Her luggage was delayed in Hong Kong. Was she covered for costs incurred waiting for her luggage to arrive in her hometown in mainland China or did her cover end when she arrived in Hong Kong?

Trading troubles 2019

A trading platform begins behaving suspiciously, but is any loss the credit card provider’s fault?

Fungi Fiasco 2019

A shipment of a product Yann ordered was quarantined and destroyed. When Yann tried to claim on his insurance for the loss of income and loss of the product, he discovered he was not covered. Was that the result of his broker’s negligent advice?

Pre-approval process incomplete 2020

What happens if you disclose a medical condition, but you fail to complete the process to ensure cover? Is your insurer liable?

Serious illness overseas 2019

How does your insurer decide whether you are well enough to travel home or whether you should be treated overseas?

Bag stolen while unsupervised 2020

What happens if your bag is stolen in Kings Cross station while you are checking your tickets?

Insurance cover misunderstanding 2020

What happens when you discover the redundancy income protection cover you thought you had was actually disability income protection cover.

Debt cycle 2019

What if a mobile trader keeps selling you more and more things that you can’t afford and you feel like you can never get out of the debt cycle?

Buyer's remorse 2020

What happens if you change your mind about borrowing money to buy a car? Can you reverse the transaction at no cost?