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
Unstable Covid-19 Investments 2020

Juliet is unsure about what to do with her investments in the unstable Covid-19 environment. Her decision to switch funds turns out to be the wrong one, and she feels it was because she received bad advice from her savings scheme.

Covid-19 cross-border chaos 2020

When the Malaysian government announced that it was about to close its borders due to Covid-19, Maree thought that might prevent her from getting home to New Zealand, as her flight was not due to depart Malaysia until after the border closure. She quickly booked an earlier flight home. Was the travel insurer right to reject her insurance claim for the replacement flight?

Pandemic forecast – low chance of cover 2020

Alice claimed on her insurance for a cancelled cruise after she was advised that she had an increased risk of health issues if she caught Covid-19. Alice’s insurer declined her claim pointing out her policy had an epidemic/pandemic exclusion clause

Covid-19 Travel Troubles 2020

Sonny’s trip to Guatemala was cancelled when the country closed its borders due to Covid-19. Sonny’s insurer declined his travel insurance claim

Stolen contents and missing contents cover 2020

Jenny asks her insurance broker to put home and contents insurance cover in place. When Jenny makes a claim for her stolen bracelet a year later, her broker tells her she has no contents cover in place.

Caribbean Cruise and Covid-19 2020

Yasmin’s travel is disrupted by Covid-19 when a port refuses her ship entry to the Cayman Islands.

Historic credit card debt written off 2020

An elderly customer had been paying off the minimum balance due for six years without realising she was not making any progress towards repaying the debt. Is this fair?

Luggage stolen from a locked car 2020

What happens if you leave shopping where it can be seen from outside your car and thieves break-in stealing other items you have attempted to conceal?

When does debt get too old to be enforced? 2018

Peter obtained a loan in 1996. He defaulted on the loan and a few years later the debt collection agency stopped pursuing the debt. In 2018, he went back to the lender for another loan. The lender asked him to continue repayments on the old debt

KiwiSaver savings are your money – but not yours to spend yet 2020

Atsushi wanted to withdraw his $40,000 KiwiSaver balance to pay for a new car, help meet his mortgage payments, and pay for his mother’s travel expenses. His KiwiSaver trustee only released $11,000, saying these weren’t minimum living costs. How much was Atsushi entitled to withdraw?