Case Study

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Duty of care dilemma around rogue landlord

Question: The Landlord has a meth claim. Insurer has accepted claim and paid a cash amount based upon a cleaning quote.  Insured / Landlord has told us they will be keeping the money and not cleaning the property. The M...

IFSO Case Study

Steak cooked in a toaster sparks disaster

The sequence of disastrous events began innocently enough when Mr H* had a craving for steak and chips. For reasons unknown, he decided to cook his steak in a toaster. Having inserted the steak into his toaster and started the toasting ...

IFSO Case Study

Payout brings more pain

In a recent complaint to the IFSO Scheme, Sai* was seriously injured in a car accident, and suffered more pain when his claim payment was $12,000 less than he expected. Sai and his partner were seriously injured in the accident, and his...

FSCL Case Study

Car written off but bills remain

Lucinda* was driving her BMW by a lake when she was caught up in flash floods. Water splashed up into the engine bay and into the computer systems at the rear of the car. After getting the car towed home, she asked her insurance co...

FSCL Case Study

Insurance broker meth dispute

Simon* owns a small rental property in Christchurch and approached an adviser for help with insurance. The adviser gave Simon several policy options, one of which suited his needs. Simon took out the insurance and tenants moved in....

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How businesses can avoid common workplace injuries

Did you know that over 90%* of the injuries we see from our clients are muscular strains and sprains? Regardless of whether the role involves highly physical movements that involve lifting and twisting, or whether it is more sedentary...

FSCL Case Study

Aviation scam leads to dispute

A business owner runs an aviation engineering business and needed a rare engine part for a helicopter he was working on. He found and purchased the part from a USA supplier. The person transferred $28,000 into the supplier’s...

FSCL Case Study

Conviction causes confusion

A business owner runs a small construction company. As their business grew they contacted an insurance adviser to take out public liability insurance. The adviser sent through the policy documents, invoice and a form requesting...

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...

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...

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...

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