FOLLOW US
Follow us!

We are a proud member of the Financial Services Online network!

Connect with us on your favourite social media platform for the latest financial news, views, tips, tricks, resources and information.

Follow us on social media
Liability Insurance Australia
Australia's leading Liability Insurance resource
Liability Insurance Australia :: News
SHARE

Share this news item!

AFCA Urges Insurance Industry to Improve Premium Explanations to Reduce Disputes

AFCA Urges Insurance Industry to Improve Premium Explanations to Reduce Disputes

AFCA Urges Insurance Industry to Improve Premium Explanations to Reduce Disputes?w=400
The Australian Financial Complaints Authority (AFCA) is calling on insurers to enhance their communication regarding premium increases to help resolve disputes more effectively and fairly.
The authority suggests that offering flexible payment options could also aid in managing disputes.

The annual review from AFCA highlights a 17% increase in general insurance complaints, totaling 34,231 cases up to June 30. A significant portion of these disputes centered around premium increase explanations, which AFCA believes can be better communicated.

Improved clarity on how external cost pressures impact premium changes is key, AFCA suggests, urging financial firms to provide detailed justifications to consumers about why their insurance costs have escalated.

David Locke, CEO of AFCA, points out that sustained high levels of complaints indicate that there is considerable room for improvement within the insurance sector, particularly in addressing straightforward issues like claims delays. He emphasizes that proactive communication is critical in preventing complaint escalation.

Among the complaints, add-on insurance products such as consumer credit insurance, guaranteed asset protection, and extended warranties accounted for 23% of the grievances. Issues within these categories often stem from unfair sales practices and poor disclosure, leading to systemic problems that AFCA has flagged to regulators.

Misleading information remains the chief concern, responsible for 22% of general insurance complaints. These include issues predominantly related to add-on products, followed closely by delays in processing claims.

Comprehensive motor insurance is particularly affected by these complaints, spurred by shortages in parts and labour, marking an ongoing challenge for the industry. AFCA insists that insurers could do more to meet customer expectations through diligent and transparent communication.

AFCA is urging insurers to tackle the causes of claim delays and ensure that their communication practices allow customers clear insight into why they must wait and how long the process might take. This call to action includes an emphasis on addressing prolonged home insurance claims, which sometimes result in unnecessary cash settlements instead of completed repairs.

The authority also emphasises the importance of recognising and responding appropriately to vulnerable customers, stressing the need for insurers to remain committed to early resolution and proactive engagement.

Published:Thursday, 23rd Oct 2025
Source: Paige Estritori

The information on this website is general in nature and does not take into account your objectives, financial situation, or needs. Consider seeking personal advice from a licensed adviser before acting on any information.

Share this news item:

Insurance News

AFCA Urges Insurance Industry to Improve Premium Explanations to Reduce Disputes
AFCA Urges Insurance Industry to Improve Premium Explanations to Reduce Disputes
23 Oct 2025: Paige Estritori
The Australian Financial Complaints Authority (AFCA) is calling on insurers to enhance their communication regarding premium increases to help resolve disputes more effectively and fairly. The authority suggests that offering flexible payment options could also aid in managing disputes. - read more
TAL's $4.7 Billion Payout Reflects Rising Insurance Claims in Australia
TAL's $4.7 Billion Payout Reflects Rising Insurance Claims in Australia
23 Oct 2025: Paige Estritori
Leading Australian life insurer TAL has reported a substantial $4.7 billion in life insurance claims paid over the 12 months ending March 31, 2025. This figure underscores the significant role life insurers play in providing financial support to Australians during challenging times. - read more
Encompass Protection Recognized as Best Income Protection Provider in 2025
Encompass Protection Recognized as Best Income Protection Provider in 2025
23 Oct 2025: Paige Estritori
Encompass Protection has been honored with the Income Protection Insurance Award at the 2025 Money Magazine Life Insurance Awards. This accolade reflects the company's commitment to providing exceptional coverage and service to Australians seeking income protection solutions. - read more
Marinex Underwriting: A New Era in Australian Marine Insurance
Marinex Underwriting: A New Era in Australian Marine Insurance
23 Oct 2025: Paige Estritori
In a significant development for Australia's marine insurance sector, Rhodian Group has unveiled its latest venture, Marinex Underwriting. This new agency is set to provide specialised marine insurance products tailored to the unique needs of the Australian market. - read more
Network Marine Insurance Strengthens Ties with Marina Industries Association
Network Marine Insurance Strengthens Ties with Marina Industries Association
23 Oct 2025: Paige Estritori
Network Marine Insurance has recently elevated its commitment to Australia's marina industry by becoming a Bronze Sponsor of the Marina Industries Association (MIA). This partnership underscores the company's dedication to supporting the growth and sustainability of marinas across the nation. - read more
Click for more Insurance News


Business Insurance Articles

The Importance of Public Liability Insurance in the Australian Labour Hire Industry
The Importance of Public Liability Insurance in the Australian Labour Hire Industry
The Australian labour hire industry has seen a significant rise in recent years, and with this growth, comes new and unique risks that companies in this industry must be prepared to navigate. One such risk is the potential for accidents or damages to occur in the workplace, which is where public liability insurance comes in. This article will explore the definition of public liability insurance and why it is so important for labour hire companies in Australia. - read more
Understanding the Key Factors Influencing Your Liability Insurance Premiums
Understanding the Key Factors Influencing Your Liability Insurance Premiums
Liability insurance is a form of coverage that protects businesses against claims resulting from injuries and damage to people or property. It provides crucial peace of mind, ensuring that your business is shielded from potentially devastating financial losses due to lawsuits or claims against it. - read more
Is Your Business Fully Protected? Top Signs It’s Time to Renew Your Liability Insurance
Is Your Business Fully Protected? Top Signs It’s Time to Renew Your Liability Insurance
As a business owner, one of your top priorities is safeguarding your enterprise from unforeseen events that could lead to financial liabilities. Liability insurance is the cornerstone of this protection, offering a safety net against claims that could otherwise derail your business's financial stability. However, it's not just about having insurance; it's crucial to ensure your coverage is current and adequate for your evolving business requirements. - read more
Q&A: Common Questions Australian Business Owners Have About Public Liability Insurance
Q&A: Common Questions Australian Business Owners Have About Public Liability Insurance
Public liability insurance is a crucial aspect of managing risk for businesses in Australia. This type of insurance covers costs associated with claims made against a business for property damage or personal injury caused during business operations. - read more
Insurance Essentials: Protecting Your Small Business with Public Liability Coverage
Insurance Essentials: Protecting Your Small Business with Public Liability Coverage
Running a small business in Australia comes with its own set of challenges and risks. One crucial aspect that should never be overlooked is insurance, particularly public liability insurance. The reason is simple: it offers essential protection against claims of property damage or personal injury caused by your business operations. - read more


Start Here !
Your free liability insurance quote comparison starts here!
Cover Amount:
Postcode:

All quotes are provided free and without obligation. We respect your privacy.

Knowledgebase
Subrogation:
An insurance carrier may reserve the "right of subrogation" in the event of a loss. This means that the company may choose to take action to recover the amount of a claim paid to a covered insured if the loss was caused by a third party.



Quick Links: | Liability Insurance Australia | Public Liability Insurance | Professional Indemnity Insurance | Business Liability Cover | Small Business Liability Insurance | Liability Insurance For Trades | Liability Insurance Quote | Corporate Liability Insurance | Liability Insurance For Professionals | Best Liability Insurance Australia
| HOME | RATES | CALCULATORS | NEWS | ARTICLES | ABOUT | CONTACT | PRIVACY | BROKERS | AFFILIATES | SITEMAP |
This website is owned and operated by Clark Family Pty Ltd (as Trustee for the Clark Family Trust) 43 Larch Street Tallebudgera QLD 4228, A.C.N. 010281008, authorised Financial Services Representative of Unique Group Broker Services Pty Ltd, Australian Financial Services License 509434. Visit the ASIC website for additional licensing information.
powered by Financial Services Online | Copyright Clark Family Pty Ltd A.C.N. 010 281 008 - all rights reserved
IMPORTANT: We are neither authorised nor licensed to provide finance or financial products and we do not offer any form of credit or other financial advice. All product enquiries and requests for financial and/or other advice on this website are referred to third party intermediaries, insurers and lenders - with whom you can then deal directly. We may receive a fee or commission from these third parties in consideration for the referral. Before any action is taken to obtain a product or service referred to by this website, advice should be obtained (from either the third party to whom we refer you or from another qualified intermediary) as to the appropriateness of obtaining those products having regard to your objectives, financial situation and needs. Whilst we have our own process for vaidating the legitimacy of our referral partners, you should always verify the credentials of your financial adviser before proceeding with recommendations that they may present. Visit the ASIC website for further information.