Case Study

IFSO Case Study

Stolen watch disappointment

A couple arranged for contents insurance through their bank. Two years later, a bank employee telephoned the insurer on behalf of the woman, inquiring about specifying a lady’s watch. During this telephone discussion, th...

IFSO Case Study

Caught out by carpet excess

The insured held insurance on her house.  In April 2019, she made a claim to the insurer, because her dog had vomited and had diarrhoea, damaging the carpet at the house over the course of a day.  The insurer accepte...

FSCL Case Study

Pandemic problems

In March 2020,  a couple were overseas in the United Kingdom when they heard the call from the New Zealand government to return home due to the Covid-19 pandemic. Although they were intending to travel home on April 6, 2020, they w...

FSCL Case Study

Value for money?

The insured bought his first car from a motor vehicle dealer for $8500. The dealer, acting as a agent for the lender, arranged the loan and included both mechanical breakdown insurance and guaranteed asset protection insurance without...

FSCL Case Study

No cover in place

A woman bought a new house in 2018. She asked her insurance broker to arrange home and contents insurance for the property. When she filled out the application form, she omitted a few details about locks and the alarm system...

Feature

Insurer remedies for fraudulent claims

by Andrew Horne and Nick Frith

In its recent decision in  Taylor v Asteron Life Ltd, the Court of Appeal discusses the fraudulent claims rule – the first time that this rule has been considered in any detail by an appellate court in New Zealand. The...

IFSO Case Study

Recovery of excess

A man held insurance on his vehicle. In November 2018, he  discovered that the vehicle was “coated in a lime-type, concrete residue”. The vehicle had been parked in the carpark in his apartment building. ...

IFSO Case Study

Covid-19 puts end to trip

In October 2019, a couple arranged cover for a trip between March 13 and April 1, 2020, including a cruise to parts of South America, together with the Falkland Islands and Antarctica.  On March  13, 2020, they left on...

FSCL Case Study

Theft from a vehicle

Two friends were travelling overseas in a small hatchback car when they parked outside a service station to use the bathroom.  They left all their luggage in the back of the car, two daypacks in the back seat, and one man left...

FSCL Case Study

Disclosing a ‘benign’ lump

In July, a woman discovered a lump in her breast She went for a scan in August and, in September, was told that it was benign, but that it should probably be removed. She scheduled the operation for November. In October, she and...

IFSO Case Study

When the cracks begin to show

The Fair Insurance Code was developed by the Insurance Council of New Zealand (ICNZ) and applies to all ICNZ members. It encourages good conduct and professionalism and describes how the relationship between insurers and their customers...

FSCL Case Study

Covid-19 complaints and the importance of clear...

FSCL expects more complaints about insurance brokers as the pandemic effects ...

We are starting to see a few complaints about insurance brokers arising out of Covid-19 disruption and expect we may see more as time goes on. We anticipate that as clients, in particular small businesses, discover that their...

Ask an Expert

Not sick enough

Two people had planned a safari tour to Africa. Both obtained travel insurance policies from the same insurer. A month before their trip, one man got ill and his GP declared that he was unfit to travel for the next three months. ...

FSCL Case Study

How many excesses?

The insured ran an automotive glass repair company. In 2017 his company had to replace 144 windscreens that had sensors in them. The workmen who did the replacements did not recalibrate the sensors after replacing the windscreens. This...

IFSO Update

Financial advisers are key to managing client e...

Karen Stevens, Insurance and Financial Services Ombudsman, says the best time for consumers to undersand insurance is before they need it.  “It’s both our message to consumers, and to financial advisers who belong...

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