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
Bitcoin scam 2020

Isaac purchases bitcoin from a cryptocurrency exchanger and invests it in an overseas scheme. The scheme turns out to be a scam, and Isaac loses $15,000 of bitcoin. Does the exchange platform have any responsibility for Isaac’s loss?

Foreseeable disruption to travel plans 2020

What happens if you booked airline tickets in February 2020 and your travel is disrupted by Covid-19? Will you be covered?

To catch a fraudster 2020

Julian’s partner had stolen $50,000 from his KiwiSaver, by forging a series of small withdrawal applications. Should Julian’s KiwiSaver provider have caught the fraud?

Insurance calculation corrected 2020

What happens if you disagree with your insurer’s calculation of the amount payable under the insurance policy?

An allergic reaction prevents travel 2020

When Nigel suffers his second allergic reaction within a few months, his insurance claim is declined by his travel insurer

Why are these fees ‘special’? 2019

A complaint about the fees charged over 14 years of estate administration

Trip cancelled due to border closures 2020

What happens if airlines cancel flights due to reduced demand at the time you cancel your trip, but the border closures would have meant that your trip was impossible anyway?

Lack of licence leads to loss 2020

One of Jacob’s employees lied to him about obtaining a licence to drive trucks. When the employee crashed a company truck a few months later, Jacob’s insurance claim was declined because the insurer found the company had failed to ensure the employee was suitably licensed.

Two-week tour too long for insurance cover? 2020

Hemi’s insurance claim was declined because his policy required him to hold return tickets to New Zealand for a trip of less than 60 days. Hemi’s trip was only scheduled for two weeks, but he couldn’t book his New Zealand flights until his overseas tour dates were confirmed.

An extreme example of irresponsible lending 2020

What happens if the information the lender had when they approved the loan showed that the lending was completely unaffordable?