Home Insurance

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What is ‘gradual change’?

QUESTION: A client had a bird nest under some roof tiles which caused water to get into a lounge ceiling. The property is the insured's weekend home and the water damage to the ceiling was not found until the following weeken...

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Supply of goods inclusion in PL

QUESTION: We have a client who was engaged to renovate a home. This involved replacing some flooring with secondhand tawa flooring to match existing. The flooring was purchased from a dealer but once laid and sanded back was foun...

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 shocke...

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Cricketing quandary

QUESTION: A local cricket club was playing a game of cricket. A player during the game hit a ball, it cleared the boundary and hit a neighbouring property, causing damage. Under the Public Liability policy in place for the...

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...

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...

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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...

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Solar struggle

QUESTION The claimant was engaged by a TP to install a solar array on the roof of their home.  The insured is a solar installation company. The company made an inspection of the internal roof void but only identified...

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Tenant breaches warranty

QUESTION If a tenant breaches a warranty under a material damage policy which gives rise to a claim, will the landlords’ policy still respond? Providing that the landlord has provided the tenant with a copy of the...

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...

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Insurers changing position

Question... We have had several instances recently where insurers have advised that a claim has been accepted, and we have notified our client, and then a little way down the track, they have reversed that decision, having...

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Backtracking on settlement

Question... We have a claim ongoing at the moment where an insurer has backtracked on their settlement offer and refusing to honour what they originally offered. A client's TV was damaged and a claim was lodged and...

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...

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...

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