The Australian Financial Complaints Authority (AFCA) is inviting feedback from stakeholders on the draft ‘Approach to general insurance claims handling’.
The new approach sets out how AFCA considers various types of complaints relating to the handling of general insurance claims, against an insurer’s legal obligations, and has regard to industry standards.
The consultation period runs began on Monday July 28 and closes Friday August 29, 2025.
AFCA says it values the insights of all stakeholders and encourages parties to review the documents and submit their feedback by the closing date.
Once the consultation period has closed, AFCA will consider and respond to feedback received in the submissions.
“AFCA Approach documents have been developed to provide greater clarity on what to expect from AFCA's processes. They enhance transparency regarding our complaint investigation and decision-making procedures, ensuring consistent outcomes. These documents detail how AFCA applies legal principles, industry codes, regulatory guidance, and good industry practices in the investigation and handling of complaints,” the AFCA website declared.
For more information on the consultation and to submit feedback or a formal submission click here.