What Is Australian Financial Complaints Authority?
regulatoryAFCA is the independent external dispute resolution scheme for financial services complaints in Australia, including disputes with insurance companies about claim decisions, delays, and service quality.
What Is AFCA?
The Australian Financial Complaints Authority (AFCA) is a free, independent dispute resolution service that handles complaints about financial services, including general insurance. If you are unable to resolve a dispute with your insurer through their internal complaints process, you can escalate to AFCA at no cost.
When to Contact AFCA
- •Your insurance claim has been denied and you believe the decision is wrong
- •Your insurer is taking unreasonably long to process or finalise your claim
- •You disagree with the scope of works or repair quality approved by the insurer
- •You have been offered a cash settlement that you believe is inadequate
- •The insurer's internal complaints process has not resolved your concern
- •You believe your insurer has breached the General Insurance Code of Practice
The AFCA Process
AFCA first attempts to resolve complaints through negotiation between you and the insurer. If that fails, AFCA can make a binding determination that the insurer must comply with. The process is free for consumers, and AFCA handles complaints for claims up to $1.14 million (general insurance).
Time limit: You generally have two years from the date of the insurer's final response to lodge a complaint with AFCA. Do not delay if you are dissatisfied with the outcome of an internal review.
How Oxide Handles This
At Oxide Construct, our technology-driven approach to insurance repair means australian financial complaints authority is handled transparently. Track your claim in real-time through our platform, with a dedicated assessor as your single point of contact throughout the process.
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Further Reading
Written by the Oxide Construct team. Licensed builders (CDB-U 76013), HIA & MBA members.