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
A quick resolution 2020

What happens when you do everything you can to resolve a complaint, but your customer is still not happy?

Mis-characterised flights lead to reduced claim 2020

Jonida’s insurance claim for emergency flights home had been accepted. However, the insurer had deducted $800 from the claim to account for a refund Jonida had received from her airline. Had the insurer treated this refund fairly?

Insurance claim delay – is the broker responsible? 2020

What happens if your insurer takes a long time to pay a claim, is your broker responsible?

Loan refunds lead to overdue loan 2020

What happens if you cannot understand why you still owe money on a loan account when you believed the loan should have been repaid years earlier

Clawbacks and clarity 2020

After refinancing his home loan, Youness received a $2,500 invoice from his old mortgage adviser, and he was told that he had incurred a clawback fee by repaying his original loan within 2 years. Was this fair?

Insurance premiums go missing – putting it right 2020

What happens if there is a mix-up between your finance company and your insurer and you discover you do not have the insurance you paid for?

Italy interferes with itinerary 2020

Jemima booked a tour in Italy for May 2020. When Italy became a hotspot for Covid-19, she decided to cancel the tour in March. Jemima’s insurer declined her claim due to an exclusion in the policy for claims arising from government interference, because Italy went into lockdown just before she cancelled the trip.

Diagnosis during delay 2020

An insurance adviser delayed informing his client that he couldn’t find an insurer willing to provide life insurance cover for her. During that time, the client was diagnosed with cancer.

Car servicing oversight 2020

What happens if your insurer declines your claim under a mechanical breakdown policy because you have not met the policy’s servicing conditions?

No refund for tour cancelled due to COVID-19 2020

Sfiso had paid a tour company a $20,000 deposit for a luxury tour of Europe. The tour was postponed due to COVID-19, and Sfiso wanted a full refund. Could Sfiso apply to his credit card provider to have the deposit payment reversed?