Our home was recently robbed, causing immense stress. Amid this distress, we had to make a car insurance claim. This case study reveals the complexities and outcomes of this process.


I had bought comprehensive insurance from Lexus Insurance, costing $2,010.24 annually, underwritten by Aioi Nissay Dowa Insurance Company Australia Pty Ltd.

The thieves took one set of car keys but didn’t steal the car itself, which was a relief but raised security concerns.

The Claims Process

I promptly contacted Lexus service in Brighton. They decoded the stolen key but recommended replacing the locks and barrels due to the stolen key:

  1. Lost Key Decoding: $125
  2. Replacement Parts (Prepaid): $1,988.80
    • Lock Barrel Set: $406.03 (incl. GST)
    • Glove Box Lid: $1,025.78 (incl. GST)
    • Transmitter Key: $556.99 (incl. GST)
  3. Labor Costs: $1,320
    • Removal and Replacement of Door Lock
    • Calibration and Reset to New Key and Glove Box Lid

Total Repair Cost: $3,433.80

However, the insurance covered only $2,000, leaving me with an out-of-pocket expense of $1,433.80.

The Lexus insurance informed me that my premiums next year will rise significantly.


The insurance claim ended with a significant shortfall, leading to unexpected expenses for me.


This case study highlights the importance of understanding insurance coverage. While comprehensive insurance offered some security, it fell short in covering unforeseen expenses resulting from a home robbery. It’s a reminder to review insurance policies carefully and consider additional coverage options when necessary to avoid surprises during emergencies.

Categories: Uncategorized


Reader · 02/04/2024 at 3:02 am

Question regarding – Car Insurance case study. An unexpected shortfall.

Published by Paul Soloviev on 13/09/2023.

For how many years had you paid the annual fee for your insurance?

    Author · 02/04/2024 at 3:03 am

    That was the second year of paying the insurance.

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