AFCA received 8,241 complaints in October 2022, compared to 6,803 complaints in September – a monthly increase of 21%. This was mostly driven by complaints across general insurance and banking and finance.  

In the same period, AFCA closed 6,639 complaints. Of these closures, 3,687 complaints were closed at Registration and Referral, 464 at Rules, 2,115 at Case Management and 403 at Decision. 

General insurance complaints  

In the general insurance space, home building complaints grew by 7% in October (871 to 934), while denial of claim matters increased by 131% (72 to 166). Delays in claim handling complaints decreased by 7%, from 281 to 262. Complaints relating to the February 2022 Queensland and New South Wales storms and floods declined slightly, with 161 in October from 256 in September.

AFCA is monitoring the increase in insurance complaints closely and will continue to work with insurers to help resolve disputes more quickly and, ultimately, prevent them. AFCA has also set up specialised teams to handle flood-related complaints.  

Banking and finance complaints 

Scam related complaints continue to drive complaints in the banking and finance sector. Personal transaction account complaints grew by 44%, from 716 in September to 1,034 in October. A majority of these disputes were about unauthorised transactions (up 61%, from 266 to 427) and mistaken internet payments (up 121%, from 34 to 75).  

AFCA is in the process of preparing its approach on scams that will cover mistaken payments and unauthorised transactions. We anticipate public consultation soon and look forward to hearing from members as we progress on this important approach.