Insurance disputes

A denied or underpaid insurance claim is not necessarily the end of the matter. Insurers must handle claims in good faith and explain the actual basis for a decision, not just assert it. If the reason given does not match your policy wording, or the insurer is relying on an exclusion that does not clearly apply to what happened, that is worth challenging directly.

If the insurer will not resolve a dispute internally, the Australian Financial Complaints Authority (AFCA) is the free, independent body for complaints against insurers, banks, and most other financial firms. AFCA can review the decision, request the insurer's full file, and make a binding determination in your favour where warranted.