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.

Published: 13 July 2023

Media enquiries media@afca.org.au

About AFCA

The Australian Financial Complaints Authority (AFCA) is a non-government ombudsman service providing free, fair and independent help with financial disputes. It is a one-stop-shop for consumers and small businesses who have a dispute with their financial firm, over things such as banking, credit, insurance, advice, investments or superannuation. Where an agreement cannot be reached between parties, AFCA can issue decisions that are binding on financial firms.