AFCA is seeking feedback from members on changes to the following Approach documents for general insurance claims:

• The AFCA Approach to non-disclosure and misrepresentation (updated). We have made amendments to our existing Approach to reflect legislative changes implemented since our previous Approach was published. These changes encompass legislative amendments to the Act that came into effect in 2021.
• The AFCA Approach to the duty to take reasonable care not to make a misrepresentation (new), which explains how AFCA will consider complaints about the duty to take reasonable care not to make a misrepresentation in general insurance.

These approaches apply to complaints about general insurance policies which are consumer insurance contracts.

The consultation will run from Wednesday, 6 November 2024 to Wednesday, 27 November 2024 and we will be actively seeking and reviewing submissions from external stakeholders during this period. 

AFCA Approach documents offer clearer guidance 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. 

Please submit your feedback by Wednesday, 27 November 2024. AFCA will review all submissions and publish the final updated Approach documents later in the year.  

For more details, including how to participate in the consultation, please visit the AFCA consultation page.