AFCA has published its new Approach to motor vehicle total loss complaints. 

The purpose of AFCA’s Approach documents is to explain how we look at some common issues and complaint types. This new Approach outlines how AFCA investigates and resolves disputes about whether a vehicle should be treated as a total loss (or written-off). This includes how AFCA will determine if the insurer’s decision is fair, the factors AFCA will consider, what information AFCA needs and case studies. 

This document is intended to help:  

• Financial firms who provide general insurance  
• Consumers and consumer representatives who have a complaint involving the extent of damage or the total loss of a vehicle  
• Anyone else who wants to understand how AFCA approaches this issue. 

The Approach document can be found on the AFCA website here.