Case Studies

Credit Card

  1. 1. Online transaction: No OTP or SMS alert
  2. 2. Online transaction: Online scam
  3. 3. Unauthorized Retail Transaction: Stolen Credit Card
  4. 4. Unauthorized Retail Transaction: Compromised Credit Card
  5. 5. Charges Debited into the Credit Card Account

Operational Issues

  1. 1. Alteration and payment of post-dated cheque
  2. 2. Mis-selling of Banc assurance Product

Contractual Issues

  1. 1. Reinstatement of the Interest Rate

Cash Deposit Machine(CDM)

  1. 1. Non-return of cash

Internet Banking

  1. 1. SMS/Phone Scam

ATM Cash Dispensation

  1. 1. Non Dispensation of Cash

Chargeback

  1. 1. Refund of transaction

Motor

  1. 1. Delay in notifying the Insurer: Stolen Vehicle reported after 4 weeks
  2. 2. Delay in Lodging Police Report: Stolen Vehicle notified after 9 days
  3. 3. Exclusion: Criminal Activity
  4. 4. Application of Average Clause
  5. 5. Failure to take reasonable precaution: Unattended vehicle with engine running
  6. 6. Total Lost vs Insurer Cost of Repair
  7. 7. Tampered Chassis Number
  8. 8. Non –disclosure: Absence of specific questions in the Proposal Form

Life &General/ Family

  1. 1. Non-Disclosure: Medical history not disclosed in Proposal Form Case 1
  2. 2. Non-Disclosure: Medical history not disclosed in Proposal Form Case 2
  3. 6. Total and Permanent Disability Claim: Definition of TPD not fulfilled Case 1
  4. 7. Total and Permanent Disability Claim: Definition of TPD not fulfilled Case 2
  5. 9. Delay in Notifying the Insurer: Submission outside timeframe
  6. 10. Personal Accidental: Accidental vs Illness
  7. 11. Exclusion Clause: Illegal activities
  8. 13. Exclusion Clause:Preventive Medication
  9. 14. Exclusion Clause: Expired Licence
  10. 15. Exclusion Clause: Pre-Existing illness
  11. 16. Investigatory Purposes: Investigatory Purposes
  12. 17. Terms and Conditions: Outpatient vs Admission

General Non-Motor

  1. 1. Marine Cargo: Inland Transit Claim
  2. 2. Travel Insurance: Schedule flight missed
  3. 3. Burglary: Outlet Robbery

Banking and Islamic Banking

  1. 1. Online transaction: "Phishing" case involving fake webpage.
  2. 2. Unauthorized Retail Transaction: Stolen Credit Card
  3. 3. Unauthorized Retail Transaction: Compromised Credit Card

Insurance and Takaful

Motor

  1. 1. Delay in notifying the Insurer:Stolen Vehicle
  2. 2. Delay in notifying the Insurer:Stolen Vehicle
  3. 3. Exclusion:No valid driving license
  4. 4. Failure to take reasonable precaution:Unattended vehicle with engine running

Life &General/ Family

  1. 1. Non-Disclosure: Medical History not disclosed in Proposal Form
  2. 2. Non-Disclosure: Medical History not disclosed in Proposal Form
  3. 3. Non-Disclosure: Medical History not disclosed in Proposal Form
  4. 4. Total and Permanent Disability Claim: Definition of TPD not Fulfilled
  5. 5. Exclusion Clause: Expired License