AFCA receives more than 900 floods complaints, expands team

The Australian Financial Complaints Authority (AFCA) has received around 950 complaints from consumers affected by the Southeast Queensland and northern NSW floods, with claim handling delays the most common cause of dispute.

AFCA says it has expanded its general insurance complaints team in response to the “unusually high” number of disputes received in the six months since the start of the flooding in February, reflecting the scale of the catastrophe.

“The scale and intensity of this natural disaster means it continues to have a significant impact on people,” Lead Ombudsman for Insurance, Emma Curtis, said today. “Everyone’s wish is for those affected to be able to get back on their feet and on with their lives.”

The most complained about issues also include claim amounts and denials, AFCA says.

“People should always talk to their insurers first about any concerns they have, but AFCA is here to help consumers and insurers resolve complaints when they can’t find a way through on their own,” Ms Curtis said.

AFCA activated its “significant event” response plan after the flooding began, giving priority to urgent, flood-related financial complaints.

The ombudsman will be attending in-person meetings arranged by the Insurance Council of Australia (ICA) in northern NSW later this month. Meetings have already been held in Queensland.

AFCA in July highlighted the impact of the floods when releasing complaints figures for the past financial year.

“We acknowledge that insurers face challenges as they try to manage claims and get people back on their feet,” Chief Ombudsman David Locke said then.

“We know there are significant issues with the supply of things like building materials, parts and labour because of national and global events outside their control. Notwithstanding this, we are concerned at the rise in complaints being escalated to AFCA.”

Insured losses from the flooding have climbed to $5.28 billion, ICA says, making the event the nation’s second costliest natural catastrophe after Sydney’s 1999 hailstorm.

ICA CEO Andrew Hall says insurers are “absolutely at capacity” as they continue to work through 233,000 claims. The latest figures show 44.1% of claims have been closed but 129,000 are still outstanding.