Home insurance claim stuck? Let’s fix it together.
Your home should feel safe and secure — and your insurance should back you up.
If your claim’s been denied, delayed, or underpaid, we’ll help take it to the home insurance ombudsman (AFCA)
so you can get the payout you deserve and enjoy peace of mind at home.
Home insurance claim stuck? Let’s fix it together.
Your home should feel safe and secure — and your insurance should back you up. If your claim’s been denied, delayed, or underpaid, we’ll help take it to the home insurance ombudsman (AFCA) so you can get the payout you deserve and enjoy peace of mind at home.
When your home insurance claim gets stuck — whether it’s a rejection, long delays, or an offer that just doesn’t feel right — it can leave you feeling frustrated and powerless. But you’re not alone. That’s where the home insurance ombudsman comes in.
This role is handled by the Australian Financial Complaints Authority (AFCA) in Australia. They’re an independent body that helps resolve disputes between homeowners and insurers. Their role is to look at the details, weigh things up fairly, and give you a better shot at a fair resolution. If you’d like, you can find out more or begin the process on our insurance ombudsman page.
Who is the home insurance ombudsman
When your home insurance claim gets stuck — whether it’s a rejection, long delays, or an offer that just doesn’t feel right — it can leave you feeling frustrated and powerless. But you’re not alone. That’s where the home insurance ombudsman comes in.
This role is handled by the Australian Financial Complaints Authority (AFCA) in Australia. They’re an independent body that helps resolve disputes between homeowners and insurers. Their role is to look at the details, weigh things up fairly, and give you a better shot at a fair resolution. If you’d like, you can find out more or begin the process on our insurance ombudsman page.
When to escalate your home insurance complaint
Sometimes dealing with your insurer feels like running in circles. If you’ve explained your issue clearly, given them a fair chance to respond, and you’re still not getting anywhere — it may be time to take things further with the home insurance ombudsman.
Escalate your complaint if:
✅ Your claim for storm, fire, flood, or other home damage has been denied or cut back unfairly
✅ Repairs to your roof, walls, or other parts of your home keep getting delayed or left incomplete
✅ The payout offered doesn’t cover the true cost of rebuilding or replacing what was damaged
✅ You disagree with the insurer’s assessment of the damage or the quality of repair work arranged
✅ You’ve spotted mistakes in your policy details, coverage, or premiums and your insurer won’t fix them
Sometimes dealing with your insurer feels like running in circles. If you’ve explained your issue clearly, given them a fair chance to respond, and you’re still not getting anywhere — it may be time to take things further with the home insurance ombudsman.
Escalate your complaint if:
✅ Your claim for storm, fire, flood, or other home damage has been denied or cut back unfairly
✅ Repairs to your roof, walls, or other parts of your home keep getting delayed or left incomplete
✅ The payout offered doesn’t cover the true cost of rebuilding or replacing what was damaged
✅ You disagree with the insurer’s assessment of the damage or the quality of repair work arranged
✅ You’ve spotted mistakes in your policy details, coverage, or premiums and your insurer won’t fix them
If your dispute has hit a dead end with your insurer, you can take it to the home insurance ombudsman through AFCA. Simply sign in or create an account on the AFCA website and complete their online form. Be sure to include key details like your policy number, the insurer’s decision, and supporting evidence such as repair quotes, photos of the damage, or written communication.
Wait for an outcome
Once lodged, AFCA generally reviews complaints within 7 days. If more details are needed, they’ll be in touch within 7 to 21 days. They’ll first try to resolve the issue by negotiation or phone discussion. If that doesn’t work, the ombudsman will provide a preliminary assessment before moving toward a final decision.
OR Let Handle My Complaint do it for you
Skip the paperwork and stress by letting us take your complaint to the home insurance ombudsman on your behalf. Whether it’s a denied claim, unfair payout, or endless repair delays, we’ll handle the process so you can focus on moving forward with confidence.
If your dispute has hit a dead end with your insurer, you can take it to the home insurance ombudsman through AFCA. Simply sign in or create an account on the AFCA website and complete their online form. Be sure to include key details like your policy number, the insurer’s decision, and supporting evidence such as repair quotes, photos of the damage, or written communication.
Wait for an outcome
Once lodged, AFCA generally reviews complaints within 7 days. If more details are needed, they’ll be in touch within 7 to 21 days. They’ll first try to resolve the issue by negotiation or phone discussion. If that doesn’t work, the ombudsman will provide a preliminary assessment before moving toward a final decision.
OR Let Handle My Complaint do it for you
Skip the paperwork and stress by letting us take your complaint to the home insurance ombudsman on your behalf. Whether it’s a denied claim, unfair payout, or endless repair delays, we’ll handle the process so you can focus on moving forward with confidence.
