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The Australian Financial Complaints Authority (AFCA) is a free, independent external dispute resolution body for complaints about financial services and products including insurance. If your insurer has not resolved your complaint through their internal process, AFCA can investigate and make binding decisions on insurers.
You can approach AFCA after your insurer has had an opportunity to resolve your complaint through their internal process — typically 30–45 days. If you are dissatisfied with their response, or if the insurer has not responded within the required timeframe, you can lodge a complaint with AFCA online or by phone. AFCA handles disputes about claim decisions, claim delays, premium disputes, policy cancellations, and service quality.
AFCA handles disputes about general insurance (home, car, travel, business), life insurance, and insurance broking services. Common issues include: claim denials, claim under-payments, delays in claims processing, policy cancellation disputes, and disputes about policy terms. AFCA cannot handle complaints that are already in court, matters outside its jurisdiction (e.g. above certain dollar limits), or complaints about products regulated by other bodies.
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