How Do You Complain to the Australian Financial Complaints Authority?
In a Nutshell: The Australian Financial Complaints Authority (AFCA) is the free, independent dispute resolution service for car insurance complaints in Australia. You must first give your insurer 45 days to resolve the issue. If they don't, AFCA can force the insurer to pay out up to $1.1 million (or $5.5 million for small business claims).
What Is AFCA?
| Feature | AFCA |
|---|---|
| Full name | Australian Financial Complaints Authority |
| Role | Independent dispute resolution for financial services |
| Started | November 2018 (replaced FOS, CIO, SCT) |
| Free for consumers | ✅ Yes — completely free |
| Covers | Car insurance, home insurance, banking, credit, super, investments |
| Maximum award | $1.1 million per claim (higher for small business) |
| Legally binding | ✅ Yes — on the financial firm (you can reject the decision) |
| Contact | 1800 931 678 |
Before You Complain to AFCA
| Step | Requirement |
|---|---|
| 1 | Lodge an internal complaint with your insurer first |
| 2 | Wait 45 days from when you complained to the insurer |
| 3 | If the insurer responds within 45 days and you're satisfied |
| 4 | If the insurer doesn't respond within 45 days |
| 5 | If the insurer responds but you're not happy |
⚠️ Important: AFCA will NOT accept your complaint unless you have tried to resolve it with your insurer first. They check this every time.
How to Lodge a Complaint with AFCA
| Method | Details |
|---|---|
| Online | afca.org.au — "Lodge a Complaint" form |
| Phone | 1800 931 678 (Monday–Friday, 9am–5pm) |
| info@afca.org.au | |
| Post | Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001 |
What you'll need:
- Your insurer's name and policy number
- Your complaint reference number (from insurer)
- Chronological summary of events (dates, calls, emails)
- Any supporting documents (emails, claim letters, photos)
- What you want AFCA to do (e.g., "Pay my claim" or "Reduce my excess")
Common Car Insurance Complaints Handled by AFCA
| Complaint Type | Examples |
|---|---|
| Claim denied | Insurer says your claim is not covered — you think it should be |
| Low payout | You disagree with the market value or agreed value assessment |
| Delays | Claim processing taking too long without explanation |
| Excess disputes | Insurer applying an excess you think is wrong |
| Policy cancellation | Insurer cancelled your policy and you disagree |
| Non-disclosure | Insurer denies a claim because they say you didn't disclose something |
| Poor investigation | Insurer didn't properly investigate the accident |
| CTP/injury disputes | Disagreement over CTP injury claim outcomes |
💡 AFCA deals with ALL of these. If you have a dispute about your car insurance that the insurer hasn't resolved, AFCA can help.
The AFCA Process
| Stage | Timeline | What Happens |
|---|---|---|
| 1. Lodgement | Day 1 | You submit your complaint online or by phone |
| 2. Acknowledgment | 1–2 days | AFCA confirms receipt and assigns a case worker |
| 3. Initial assessment | 1–2 weeks | Case worker reviews your complaint and contacts the insurer |
| 4. Conciliation | 2–4 weeks | AFCA tries to get both parties to agree on a resolution |
| 5. Investigation | 4–8 weeks | If conciliation fails, AFCA investigates in detail |
| 6. Determination | 8–12 weeks | AFCA makes a final, binding decision (on the insurer) |
| Total | 45–90 days average |
💡 Tip: Complaints with clear evidence (written policy terms, clear correspondence) resolve faster. Complaints about disputed facts take longer.
Can AFCA Help with All Types of Complaints?
| Issue | Can AFCA Help? |
|---|---|
| Claim denied incorrectly | ✅ Yes |
| Payout amount too low | ✅ Yes |
| Claim process too slow | ✅ Yes |
| Insurer treated you badly | ✅ Yes (within reason) |
| Premium increase after claim | ✅ Yes — if the increase is not explained |
| You don't like your policy | ❌ No — AFCA can't force an insurer to change policy terms |
| You want compensation for stress | ❌ Only compensation for financial loss |
| Issue is more than 6 years old | ❌ Time limits apply |
Tips for a Successful AFCA Complaint
| Do | Don't |
|---|---|
| ✅ Keep a written log of all calls | ❌ Wait months before complaining |
| ✅ Get reference numbers for every call | ❌ Lose important documents |
| ✅ Be clear about what you want | ❌ Be vague or emotional |
| ✅ Include all relevant documents | ❌ Leave out important details |
| ✅ Give your insurer a fair chance first | ❌ Go to AFCA before the 45-day deadline |
| ✅ Be patient — AFCA handles thousands of cases | ❌ Expect instant resolution |
Key Takeaway
- AFCA is a free, independent service for car insurance disputes.
- You MUST give your insurer 45 days to resolve the issue first.
- AFCA can order insurers to pay up to $1.1 million.
- The process takes 45–90 days on average.
- Common complaints: claim denials, low payouts, delays, and excess disputes.
- Online lodgement is easiest — have your policy and complaint details ready.
- AFCA's decision is binding on the insurer but not on you (you can still take legal action).
- Keep detailed records of every interaction with your insurer.
Last updated: July 2026
Disclaimer: This article provides general guidance on making a complaint to the Australian Financial Complaints Authority. AFCA terms, processes, and limits may change. Visit afca.org.au for current information.