Stuck in a claim dispute with your insurer?
You don’t have to deal with an unfair insurance decision alone.
Take your complaint to the official insurance ombudsman (AFCA) with our help.
Stuck in a claim dispute with your insurer?
You don’t have to deal with an unfair insurance decision alone.
Take your complaint to the official insurance ombudsman (AFCA) with our help.
If you're stuck in an insurance dispute — whether it’s a denied claim, a delay that’s dragged on too long, or a payout that doesn’t add up — you don’t have to let it slide. You can take it further by making a complaint to the Australian Financial Complaints Authority (AFCA) — the official insurance ombudsman.
AFCA is an independent body and they can step in to help you get the fair outcome you deserve. They have the power to review your case and make insurers fix unfair decisions. And the best part? It’s free to use, and you don’t need a lawyer to get started.
What is the insurance ombudsman
If you're stuck in an insurance dispute — whether it’s a denied claim, a delay that’s dragged on too long, or a payout that doesn’t add up — you don’t have to let it slide. You can take it further by making a complaint to the Australian Financial Complaints Authority (AFCA) — the official insurance ombudsman.
AFCA is an independent body and they can step in to help you get the fair outcome you deserve. They have the power to review your case and make insurers fix unfair decisions. And the best part? It’s free to use, and you don’t need a lawyer to get started.
What complaints can the insurance ombudsman help with
Not happy with how your insurer has treated you? You’re not alone — and you can do something about it.
You can complain to the insurance ombudsman about different types of insurance issues, including:
✅ Claims that have been unfairly denied, delayed, or undervalued
✅ Premiums that don’t add up, or weren’t properly explained
✅ Misleading or missing information about your policy
✅ Disputes about who's at fault in a car accident, or who should pay the excess
✅ Travel claims knocked back because of pre-existing conditions
If your claim’s been denied, delayed, or just doesn’t sit right, we’re here to help you take control. We’ll guide you through the process and, if needed, escalate your complaint to the official insurance ombudsman.
If your claim’s been denied, delayed, or just doesn’t sit right, we’re here to help you take control. We’ll guide you through the process and, if needed, escalate your complaint to the official insurance ombudsman.
Dealing with a damaged home or a car you can’t drive is stressful enough — but when your insurer rejects your claim or leaves you waiting, it’s even worse.
That’s where the insurance ombudsman (AFCA) comes in. If your claim’s been denied, delayed or underpaid, we can help you take it further and fight for a fair outcome.
Dealing with a damaged home or a car you can’t drive is stressful enough — but when your insurer rejects your claim or leaves you waiting, it’s even worse.
That’s where the insurance ombudsman (AFCA) comes in. If your claim’s been denied, delayed or underpaid, we can help you take it further and fight for a fair outcome.
Ready to go to the insurance ombudsman?
Let us handle it for you
Take your insurance complaint to the ombudsman — without the hassle. From denied claims to frustrating delays,
we’ll help you build a stronger case so AFCA can’t ignore it.
Ready to go to the insurance ombudsman?
Let us handle it for you
Take your insurance complaint to the ombudsman — without the hassle. From denied claims to frustrating delays, we’ll help you build a stronger case so AFCA can’t ignore it.
Can't find the answer you're looking for? Head to our contact page.
Why use Handle My Complaint instead of going straight to the insurance ombudsman?
The AFCA complaints process can be complex and time-consuming. Handle My Complaint helps you prepare and lodge a strong AFCA complaint by organising your evidence, outlining your issue clearly, and ensuring it's submitted correctly and on time.
Can Handle My Complaint improve my chances of a better result?
Yes. We make sure your complaint is clearly explained and backed by strong evidence. This gives you a stronger case from the start.
What types of insurance complaints can go to the ombudsman?
The insurance ombudsman (AFCA) deals with complaints about delayed, denied, or underpaid claims, unfair policy decisions, and other disputes with insurers. If you’re unsure whether your case qualifies, we can help assess it for you. Learn more about insurance complaints at AFCA.
When is the right time to go to the insurance ombudsman?
If your insurer hasn’t resolved your complaint fairly within 30 days — or their response isn’t good enough — you can take your case to the ombudsman. We’ll help you decide when it’s time to escalate and make sure you meet all deadlines.
What if my insurer already gave me a decision?
If you've already received an outcome through the insurer's internal process, you usually have two years to take your complaint to the ombudsman after receiving a final response. Let us know the details, and we’ll review your case to see if you're still eligible.
Can I complain about an old claim that was denied years ago?
In most cases, you can complain within six years from when you first became aware of the problem. Let us know the details and we’ll help you figure out if it’s still in time.
How long does it take for the ombudsman to decide?
It depends on the complexity of your case. Some issues can be resolved in weeks, while others take several months. Handle My Complaint tracks the progress and follows up to keep things moving.
What documents or evidence do I need for the insurance ombudsman?
You’ll need things like your insurance policy, claim paperwork, emails with your insurer, photos, quotes and receipts. Handle My Complaint helps you gather and organise everything AFCA will need to review your complaint.
What happens after I submit my complaint with Handle My Complaint?
We review your complaint and confirm whether AFCA is the right next step. If it is, we’ll help you escalate it. If it’s not, we’ll suggest other options — like your insurer’s internal dispute resolution team. Whatever the outcome, we’re with you until it’s sorted.
Can Handle My Complaint help me with other issues?
Yes, we specialise in assisting consumers with a wide range of complaints. Lodge your complaint with us here.
Insurance ombudsman FAQs
Can't find the answer you're looking for? Head to our contact page.
Can Handle My Complaint improve my chances of a better result?
Yes. We make sure your complaint is clearly explained and backed by strong evidence. This gives you a stronger case from the start.
Why use Handle My Complaint instead of going straight to the insurance ombudsman?
The AFCA complaints process can be complex and time-consuming. Handle My Complaint helps you prepare and lodge a strong AFCA complaint by organising your evidence, outlining your issue clearly, and ensuring it's submitted correctly and on time.
What types of insurance complaints can go to the ombudsman?
The insurance ombudsman (AFCA) deals with complaints about delayed, denied, or underpaid claims, unfair policy decisions, and other disputes with insurers. If you’re unsure whether your case qualifies, we can help assess it for you. Learn more about insurance complaints at AFCA.
When is the right time to go to the insurance ombudsman?
If your insurer hasn’t resolved your complaint fairly within 30 days — or their response isn’t good enough — you can take your case to the ombudsman. We’ll help you decide when it’s time to escalate and make sure you meet all deadlines.
What if my insurer already gave me a decision?
If you've already received an outcome through the insurer's internal process, you usually have two years to take your complaint to the ombudsman after receiving a final response. Let us know the details, and we’ll review your case to see if you're still eligible.
Can I complain about an old claim that was denied years ago?
In most cases, you can complain within six years from when you first became aware of the problem. Let us know the details and we’ll help you figure out if it’s still in time.
How long does it take for the ombudsman to decide?
It depends on the complexity of your case. Some issues can be resolved in weeks, while others take several months. Handle My Complaint tracks the progress and follows up to keep things moving.
What documents or evidence do I need for the insurance ombudsman?
You’ll need things like your insurance policy, claim paperwork, emails with your insurer, photos, quotes and receipts. Handle My Complaint helps you gather and organise everything AFCA will need to review your complaint.
What happens after I submit my complaint with Handle My Complaint?
We review your complaint and confirm whether AFCA is the right next step. If it is, we’ll help you escalate it. If it’s not, we’ll suggest other options — like your insurer’s internal dispute resolution team. Whatever the outcome, we’re with you until it’s sorted.
Can Handle My Complaint help me with other issues?
Yes, we specialise in assisting consumers with a wide range of complaints. Lodge your complaint with us here.
If your financial institution is refusing to reverse a transaction you did not authorise, or blaming you for the loss of funds, it is important to know how to complain about a bank. Taking the right steps at the right time will give you the best chance of getting your money back.
When Queenie received a call from Paypal about an unauthorised transaction, she took quick action, unlinking her bank card as advised. Before she knew it, more than $1600 had vanished from her account. Realising she had been scammed, Queenie immediately alerted Westpac, never thinking she would soon join the thousands of Australians making financial complaints.
When Queenie received a call from Paypal about an unauthorised transaction, she took quick action, unlinking her bank card as advised. Before she knew it, more than $1600 had vanished from her account. Realising she had been scammed, Queenie immediately alerted Westpac, never thinking she would soon join the thousands of Australians making financial complaints.
