The Australian Financial Complaints Authority (AFCA) sends its condolences to the communities impacted by the devastating floods and storms in Queensland and New South Wales.

To help in the support effort, AFCA has activated its significant event response plan which provides for early communication with relevant stakeholders and a more streamlined, expedited process for the resolution of related complaints.  

AFCA knows the focus right now is on ensuring the safety of yourself, your family and your property. If you’ve been impacted, the first step is to contact your insurer or broker to start the claims process. It’s also a good idea to document damage when it’s safe to do so, by taking photos or making notes. If there’s a problem with your claim, it’s important to have evidence you can use to back it up.

If you have any difficulty in getting your claim assessed, you can come to AFCA. We have special processes that identify and expedite complaints from people in the impacted communities, and we can assist you to resolve any complaints with your financial firm as quickly as possible.

AFCA is also currently working to identify members and consumers with open complaints in the impacted areas so that we can provide additional support, including granting timeline extensions.

For more information about how AFCA can help, visit our significant event page.

If you are affected by the floods and storms:

• 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
• Call our significant event hotline on 1800 337 444 for more information and support

Published: 3 March 2022

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.