Been waiting months to hear back about a car insurance claim? Had a claim rejected for reasons that are unclear or unfair?
Neither of these situations is acceptable.
Car insurers must follow fixed timelines to resolve your claim, including getting in touch within 10 days of receiving your insurance claim. If they do not immediately accept your claim, they must keep you updated at regular intervals about the reasons for any delays. Even if they ultimately reject your car insurance claim, you do not have to accept their decision. They must provide their reasons in writing and you can ask for a review.
If you aren’t getting the response you deserve, lodge your car insurance complaint with us.
Complaints about car insurance companies are among the most common general insurance complaints made to the Australian Financial Complaints Authority (AFCA), with most of those complaints related to unacceptable delays in claim handling. The rest relate to either disputes about claim amounts or denials of claims, including denials based on an exclusion or condition.
When Marie came out to the carpark after shopping with friends she found her left back door dented and the offender nowhere in sight. The mother of two was upset but thought her insurance would cover repairs. However, the insurer rejected Marie’s claim because she didn’t file a police report about the accident and couldn’t provide proof she did not cause the damage. Marie didn't think of filing a police report because the car was drivable, the damage was minor and it would waste police time. When she lodged a complaint, the insurer reversed its decision.
There are many valid reasons an insurer might reject your claim or delay their response to your claim but they are not infallible. It’s why you shouldn’t think twice about making insurance complaint if you feel an insurance company is in the wrong.
