The Australian Financial Complaints Authority has published an External Dispute Resolution response guide for travel insurance complaints, aimed at helping insurers prepare responses when a complaint remains unresolved after AFCA refers it back to the firm. The guide is intended to support higher-quality EDR responses to help AFCA resolve complaints more efficiently. Insurers are encouraged to start using the guide as soon as possible, including checking whether all relevant information has been provided for complaints awaiting allocation. AFCA expects responses to align with the guide for all complaints referred back to insurers from 14 August 2025, and expects insurers to comply even where they dispute AFCA’s jurisdiction so complaints can be handled efficiently if AFCA determines they are within jurisdiction.

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