The Australian Financial Complaints Authority sends its condolences to the Far North Queensland communities and all those impacted by Cyclone Jasper. 

AFCA has now activated its significant event response plan following Tropical Cyclone Jasper being declared a significant event on 18 December 2023 by the Insurance Council of Australia (ICA). 

AFCA’s significant event response plan is activated for events that can potentially result in significant numbers of related complaints coming to AFCA. It provides for early communication with relevant stakeholders and a more streamlined, expedited process for the resolution of related complaints.

AFCA has also published information and guidance for people who have been affected by the cyclone and flooding on its website.

If you are affected:

• Lodge a claim directly with your insurer or broker
• If you are unable to contact your insurer or broker or are unhappy with their response, contact them directly or 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
• If you have an active case with AFCA and unable to meet any deadlines, contact us and we will help.

AFCA closed for Christmas period

AFCA will be closed from 12pm Friday 22 December 2023 to 9am Tuesday 2 January 2024 for the Christmas and New Year period. During this time, our contact centre will be closed – including our phone line and live chat function on our website.  

However, you can still make a complaint during this time using our online complaint form or by emailing info@afca.org.au. 

If you contact AFCA during this time, we will respond to you when we return on 2 January 2024. 

In the meantime, you can find more information about the process we follow to resolve complaints as well as guidance about what to do after a severe weather and flooding event on our website.

Significant event hotline: 1800 337 444

Our significant event hotline (1800 337 444) is available until Friday 22 December 2023, and will be available again on Tuesday 2 January 2024.