Getting nowhere with your car insurance claim?
Let us help you take your case to the car insurance ombudsman so you can get back in the driver’s seat and steer things toward a fair resolution.
Getting nowhere with your car insurance claim?
Let us help you take your case to the car insurance ombudsman so you can get back in the driver’s seat and steer things toward a fair resolution.
When your car insurance claim hits a wall — whether it’s a denied payout, endless delays, or an offer that doesn’t seem fair — you’re not out of options. That’s where the car insurance ombudsman comes in.
In Australia, this role is handled by the Australian Financial Complaints Authority (AFCA). They’re an independent body set up to review disputes between customers and insurers. They’re not on your side or the insurer’s — their job is to step in, review all the facts, and make a fair call. You can read more or start a claim review on our insurance ombudsman page.
Who is the car insurance ombudsman
When your car insurance claim hits a wall — whether it’s a denied payout, endless delays, or an offer that doesn’t seem fair — you’re not out of options. That’s where the car insurance ombudsman comes in.
In Australia, this role is handled by the Australian Financial Complaints Authority (AFCA). They’re an independent body set up to review disputes between customers and insurers. They’re not on your side or the insurer’s — their job is to step in, review all the facts, and make a fair call. You can read more or start a claim review on our insurance ombudsman page.
When to escalate your car insurance complaint
If you’ve hit a dead end with your insurer, it might be time to shift gears and get the ombudsman involved.
Escalate your complaint to the car insurance ombudsman if:
✅ Your car claim has been denied or reduced and you believe the decision is unfair
✅ There are long delays in getting your car repairs or assessment done
✅ The payout for your car doesn’t match your policy or market value
✅ You’re disagreeing over fault or excess in your car accident claim
✅ You’ve spotted errors in your car insurance policy or premium and the insurer won’t fix them
To take your car insurance dispute to the ombudsman, you’ll need to sign in or create an account on the AFCA website. Then, fill out their online form with all the details about your claim — include your policy number, the insurer’s decision, and any supporting evidence like repair quotes, photos of damage, or written communication.
Wait for an outcome
AFCA usually reviews complaints within 7 days. If they need more details, they’ll get in touch within 7 to 21 days. They’ll start by trying to resolve the issue through negotiation or a phone discussion. If that doesn’t work, they’ll give a preliminary assessment of your case before moving toward a final decision.
OR Let Handle My Complaint manage your complaint
Skip the paperwork and back-and-forth — let us take your car insurance complaint to AFCA for you. Whether it’s a payout dispute, a denied claim, or a repair delay, we’ll handle the process so you can focus on getting back on the road.
To take your car insurance dispute to the ombudsman, you’ll need to sign in or create an account on the AFCA Australia website. Then, fill out their online form with all the details about your claim — include your policy number, the insurer’s decision, and any supporting evidence like repair quotes, photos of damage, or written communication.
Wait for an outcome
AFCA usually reviews complaints within 7 days. If they need more details, they’ll get in touch within 7 to 21 days. They’ll start by trying to resolve the issue through negotiation or a phone discussion. If that doesn’t work, they’ll give a preliminary assessment of your case before moving toward a final decision.
OR Let Handle My Complaint manage your complaint
Skip the paperwork and back-and-forth — let us take your car insurance complaint to AFCA for you. Whether it’s a payout dispute, a denied claim, or a repair delay, we’ll handle the process so you can focus on getting back on the road.
