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August 2020

Insurance policies /

Bank sold borrower unsuitable insurance policy

Connor took out a personal loan of $50,000 with the bank to repay his credit card debt. The aim was …

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August 2020

Account mandates /

Bank failed to get signatures before changing account ownership

Dianne was terminally ill with cancer. She told her personal banker that she wanted to change her so…

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July 2020

Insurance policies /

Bank failed to give clear warning about risks of letting policy lapse

Tipene had a life insurance policy with his bank for more than 15 years. In 2017, he was diagnosed w…

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July 2020

Common scams targeting bank customers /

Bank acted quickly but unable to recover payments to fraudster

A fraudster intercepted emails between Russell and his accountant. Impersonating Russell by email, t…

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June 2020

Concerns about lending decisions /

Loan was affordable based on information bank held

Zahir took out a $17,000 bank loan to buy a car. The loan was arranged by a loan broker introduced t…

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June 2020

Insurance policies /

Non-disclosure justifiable grounds to decline insurance claim

Eamon suffered serious injuries in an accident and was deemed unable to return to work. Life insuran…

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June 2020

Insurance policies /

Bank’s information demands over insurance claim unreasonable

Kamala took out a disability insurance policy in 1999 that would pay 75 per cent of her annual incom…

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June 2020

Hardship and financial difficulty /

Bank acted fairly over sale of repossessed car

Hasan took out a bank loan to buy a car. The loan was secured against the car. He also took out mech…

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June 2020

Concerns about lending decisions /

Bank acted reasonably over loan approval and repayments

Kenji transferred his $900,000 business loan to another bank. Eighteen months later, his company got…

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