Case Study

IFSO Case Study

Methamphetamine contamination confusion

Through a financial adviser, a couple held insurance on a rental property. In June 2020, the couple discovered that their rental property had been damaged by methamphetamine contamination. They made a claim through their financial ...

FSCL Case Study

Service or repair claim contested

Person A runs a small business importing farm machinery and selling it to New Zealand farmers. The machinery is complex so as part of the sale, the insured’s business also installs the machinery and sets it up to the farmers&rsquo...

FSCL Case Study

Pregnancy and childbirth costs not covered by i...

Person B was an overseas student studying in New Zealand. She arranged travel insurance to cover her medical costs while in NZ. When she became pregnant, while in New Zealand, her medical expenses were covered by government funding...

FSCL Case Study

ACC cover but no insurance

As a single mother, Person A decided she needed to get income protection insurance in case she had an incident leaving her unable to work and pay her expenses. She went to an adviser who recommended she also get mortgage repayment,...

IFSO Case Study

Warning for landlords after animal mess

A warning has been issued for landlords whose tenants keep animals – or in this case, a covert pet refuge centre. The Insurance & Financial Services Ombudsman, Karen Stevens, issued the warning after a landlord was...

FSCL Case Study

Nowhere to hide for hidden costs

In 2020, two small business owners began to suspect that their former insurance broker had charged them fees without telling them. When they first placed their insurances through the broker in 2016, the broker sent them a bundle of...

FSCL Case Study

High value item risk

A client arranged travel insurance for her holiday in Spain through an insurance broker. The broker asked her about the details of her holiday and whether she had any pre-existing medical conditions. The broker did not ask whether...

FSCL Case Study

Does a broker have to go above and beyond?

A client had home, contents, and motor vehicle insurance with her insurer for a number of years. The insurer required the client to arrange the insurance through a broker, and insurance had to be paid by annual premiums. In...

IFSO Case Study

Stress after the storm

A massive storm caused damage and flooding to an insured’s house.  One of the insured, who was undergoing cancer treatment and immune-compromised, was concerned about living in a damp, damaged house. The insurer...

Ask an Expert

Covered by the EQC?

QUESTION The local hospice has a stand-alone dwelling on the grounds of the hospice which is used by relatives of patients for short-term stays. Multiple parties use the dwelling over the course of the year and for some periods...

IFSO Case Study

Covid travel dispute settled

In January 2020, Mr B arranged cover for a trip to Bali, between 5 April 2020 and 17 April 2020.  In February 2020, Mr B cancelled the trip, due to the outbreak of Covid-19.  Mr B made a claim to the insurer for...

IFSO Case Study

Storm claim upheld

Mr and Mrs A had cover for their house with the insurer. In January 2018, a significant storm event caused damage to the house. A couple of weeks later, a toilet at the house overflowed, associated with the cleaning of the septic tank...

FSCL Case Study

Cancer not a pre-existing condition

A woman had suffered from indigestion for years and had, from time to time, taken prescription medication to relieve the symptoms. In November 2019, she went to her doctor because she was experiencing heartburn and pain on her...

FSCL Case Study

Bahamas blunder

In November 2019, a woman booked a trip to the Bahamas. She was scheduled to fly from New Zealand to Houston on 12 April 2020, and then onwards to Nassau, the capital of the Bahamas. The following day, she would fly from Nassau to...

FSCL Case Study

Insurer wins out on handbag dispute

A couple were travelling by train through Europe. In a crowded train station, they needed to transfer trains and the woman accidentally left her handbag on the luggage rack. They did not realise she had lost her handbag until they...

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