The Australian Financial Complaints Authority (AFCA) has activated its significant event response plan following the NSW and QLD bushfires being declared a catastrophe on 7 September 2019 by the Insurance Council of Australia (ICA). The significant event response plan is activated for events that can potentially result in significant numbers of related complaints coming to AFCA. It provides for early communication with relevant stakeholders and a more streamlined, expedited process for the resolution of related complaints.
Have you been affected?
If you have been affected by the NSW and QLD bushfires, we encourage you to contact your insurance company.
For help with the claims process, or if you are unable to contact your insurance company, please call the Insurance Council of Australia disaster hotline on 1800 734 621.
How we can help you
AFCA offers free and accessible dispute resolution services to consumers and small businesses impacted by this event. If you have raised a complaint with your insurance company but you have been unable to resolve the matter, you can then come to us for assistance. Please note, we are only able to consider your complaint once you have raised the matter with your insurer.
If you encounter difficulties relating to your insurance claims which you are unable to resolve directly with your insurer, you can register your complaint with us using our online complaint form or by calling 1800 931 678. More information about the process we follow to resolve complaints is available on our website.
Financial hardship
People affected by natural disasters can experience both short-term and long-term financial difficulties, ranging from lost credit cards and problems accessing cash through to being unable to make loan repayments. Banks and other financial services providers generally provide assistance to customers in cases of genuine hardship.
If you encounter difficulties relating to a financial hardship application, you can make a complaint to us online, or call us on 1800 931 678.
More information on natural disasters and financial hardship can be found in this fact sheet. Please make sure you notify us that you have been affected by the NSW and QLD bushfires when you make your complaint.
Insurance claims – cooling off period
General Insurance Code of Practice, section 4.5: Cooling off period for claims arising from a natural catastrophe or disaster. If your insurer is a member of the General Insurance Code of Practice (the Code) and it finalised your claim within one month of a natural catastrophe or disaster, you have a six-month cooling off period to check whether your claim included everything that was lost or damaged. The cooling off period is available to you even though you may have signed a release when your claim was finalised.
If you think the assessment of your loss was not complete or accurate, contact your insurer and ask it to review your claim.
Some insurers also have guidelines which allow a review of your claim arising from a natural disaster at any time after finalisation.
Find out if your insurer is a member of the Code.
If you were affected by the QLD and NSW bushfires:
- Lodge a claim directly with your insurer or insurance broker
- If you are unable to contact your insurance broker or are unhappy with their response, contact your insurer directly or lodge a complaint with us
- If you are not happy with the outcome of your claim, delays with the claim, the proposed settlement or the service you have received, lodge a complaint with us
Published: 7 September 2019
Media enquiries media@afca.org.au
About AFCA
The Australian Financial Complaints Authority (AFCA) is a non-government ombudsman service providing free, fair and independent help with financial disputes. It is a one-stop-shop for consumers and small businesses who have a dispute with their financial firm, over things such as banking, credit, insurance, advice, investments or superannuation. Where an agreement cannot be reached between parties, AFCA can issue decisions that are binding on financial firms.
