Case Study

FSCL Case Study

Underinsured when a cyclone struck

In 2012 Henry* bought his first house and asked an insurance broker to arrange house insurance. The broker corresponded with Henry using his work email address, but the email address on the insurance application form was different. Th...

IFSO Case Study

Business or displeasure?

The declined claim In June 2023, Graham’s* vehicle broke down on the motorway and was then hit from behind by another vehicle.  Graham made a claim to his insurer, but the insurer declined the claim and avoided the ...

FSCL Case Study

Policy renewal pain leads to complaint

Henry* owns an adventure tourism business. Henry has insurance for his business arranged through his insurance broker. In February 2023, the broker told Henry that his policies were due for renewal in March 2023.  The broker s...

FSCL Case Study

Loose bolts cause dispute

Iris* works for a mining company that has a commercial motor vehicle insurance policy with the insurer. Iris regularly operates the company’s excavators. In August 2022, a mechanic came to the company’s site to repair...

IFSO Case Study

Flood-damaged car not fully covered

When Rawiri’s* car was damaged in the Auckland floods, he thought he would be fully covered, having arranged car insurance with an agreed value of $19,000 just a year earlier. However, when Rawiri made his insurance claim,...

IFSO Case Study

Defective earthquake repairs cause ongoing issues

Amy's* house was damaged in the Christchurch earthquakes. She made a claim under her house insurance and her insurer arranged the repairs. Several years later, Amy found the repairs to be defective, but her insurer declined to...

FSCL Case Study

Burglary claim creates coverage issues

Debra* has a fabric manufacturing business. Debra’s stock is manufactured and stored in a large factory in Wellington where she has 14 staff members. One evening after Debra and her staff had left work for the day, several...

FSCL Case Study

Do clients understand their insurance policy?

John* and Ida* booked flights to Queenstown for a guided hiking tour in March 2023. Their hiking tour was scheduled to begin the morning after they arrived in Queenstown. John and Ida's flight was cancelled due to poor weather...

IFSO Case Study

Grieving son duped on TradeMe

Mr P held third party, fire and theft cover on his motorhome. In 2021, Mr P died and his son, Mr G, received his motorhome. Mr G changed the registration of the motorhome into his name. He also listed the motorhome on TradeMe, and...

FSCL Case Study

Communication goes both ways

In December 2020, Mike* asked his insurance adviser to arrange cover for a new car (“car A”) under his business insurance policy. The adviser replied asking Mike to confirm some details. Mike did not reply to the email, but...

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