The Australian Financial Complaints Authority (AFCA) has activated its significant event response plan following Cyclone Alfred being declared a significant event by the Insurance Council of Australia on 9 March 2025. The activation is intended to support faster, more coordinated handling of complaints linked to the cyclone and associated flooding. The plan is triggered for events that could generate significant numbers of related complaints and provides for early communication with relevant stakeholders and a more streamlined, expedited process for resolving those complaints. AFCA has also published website guidance for affected people, including steps to lodge a claim with an insurer or broker and when to escalate issues to AFCA where there are delays, dissatisfaction with the outcome or settlement, or concerns about service, as well as requesting help where existing AFCA case deadlines cannot be met.
Australian Financial Complaints Authority 2025-03-11
Australian Financial Complaints Authority activates significant event response plan for Cyclone Alfred-related complaints
The Australian Financial Complaints Authority (AFCA) has activated its significant event response plan following Cyclone Alfred's designation as a significant event by the Insurance Council of Australia, aiming to expedite complaint handling related to the cyclone and flooding. The plan facilitates early stakeholder communication and streamlined complaint resolution, with AFCA providing guidance on lodging claims and escalating issues.