Significant event hotline: 1800 337 444
AFCA has dedicated support available for individual and small businesses impacted by bushfires.
Information about the different stages of the financial recovery process is below:
If you have been affected by bushfires:
- Lodge a claim directly with your insurer or insurance broker
- If you are unable to contact your insurer or insurance broker or are unhappy with their response, you can lodge a complaint with AFCA
- 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 AFCA
Understanding AFCA’s role
Once you’re safe and the emergency has passed, the first step is to contact your insurance company or financial provider.
If you find yourself in a dispute with your insurer or financial provider about your claim or request for assistance AFCA can help to resolve it. We have special processes that identify and fast-track complaints from people in impacted communities, so we can assist you to resolve any complaints with your financial firm as quickly as possible.
AFCA’s role is to help you to reach an agreement with your financial firm about how to resolve a complaint you have about them. We are impartial and independent, and we can award compensation for loss you have suffered because of a financial firm’s actions. Our decisions are legally binding.
What to do after a natural disaster
Making an insurance claim
If you need to make a claim on your home and contents, travel, small business or other insurance policy, the first step is to contact your insurer to make a claim. If you run into problems during the claim process that you can’t resolve directly with them, you can contact AFCA.
More information about making a complaint to AFCA about insurance
What to do
- Make sure you’re safe
- When it’s safe to return, take photos or make notes on the damage
- Contact your insurance company
- If you’re not happy with their response, you can contact AFCA for help
Eight steps to making a claim after a disaster
Getting help for financial difficulty
If you’re having difficulty accessing your cash, have lost your credit cards or can’t make your loan repayments, contact your bank or financial service provider. They can generally provide you with help when you’re experiencing hardship.
More information on natural disasters and financial hardship can be found in this fact sheet.
What to do
- Contact your bank or financial service provider
- Explain your situation and the assistance you’re asking for
- If your request is denied, you can contact AFCA for help
If you continue to experience financial difficulty after the initial crisis has passed and after the financial firm has already provided initial assistance, you can speak to your financial firm again, or contact AFCA.
Financial hardship after a natural disaster
Support for small businesses and primary producers
If you’ve lost your business or can’t work in your business due to disaster, or you’re a primary producer who has been impacted, you should contact your financial providers as soon as possible to let them know your situation.
Whether a financial firm can assist a small business or primary producer in financial difficulty will depend on the circumstances. However, AFCA expects that a financial firm will give any request for assistance genuine consideration.
What to do
- Contact your bank or financial service provider
- Explain your situation and the assistance you’re asking for
- If your request is denied, you can contact AFCA for help
More Information for small businesses about insurance complaints
Other help is available
Financial counsellors
If you’re struggling financially after the disaster, there are free financial counselling services you can contact for help. This is a free service offered by community organisations, community legal centres and some government agencies.
Small Business Bushfire Financial Counselling Support Line
Small business financial counsellors are qualified professionals who provide free advice to small business owners and sole traders in financial difficulty.
Small Business Financial Counselling Support website
Tel: 1800 413 828
Other places to get help and emergency relief
Beyond Blue
If you need help dealing with the emotional impact of a bushfire, there are resources available through Beyond Blue. This organisation provides mental health resources and support services to all Australians.
