Claim handling delays top issue as flood complaints rise

12 September 2022

The Australian Financial Complaints Authority (AFCA) says claim handling delays, claim amounts and denials have emerged as the top issues causing disputes following the flooding that hit Southeast Queensland and northern NSW earlier this year.

AFCA says in an update six months after the event began that it has received about 950 complaints and has expanded its general insurance team in response to the “unusually high” number of disputes received.

“The scale and intensity of this natural disaster means it continues to have a significant impact on people,” Lead Ombudsman for Insurance Emma Curtis said last week. “Everyone’s wish is for those affected to be able to get back on their feet and on with their lives.”

AFCA says people should talk with their insurers first about concerns, but the ombudsman is available to assist when insureds “can’t find a way through on their own”.

The “significant event” response plan was activated by AFCA after the flooding began, giving priority to urgent, flood-related financial complaints.