The Australian Financial Complaints Authority (AFCA) has published a new e-learning module explaining its processes for handling complaints where proximate cause is an issue, alongside an “Approach to proximate cause of damage” document. AFCA notes that disputes over the dominant cause of loss or damage, and whether that cause is covered or excluded under a policy, are a common driver of insurance complaints. The 15-minute module uses case examples and interactive questions to cover how AFCA approaches proximate cause and weighs evidence, and highlights the evidence and submissions that are relevant when making claim decisions involving proximate cause issues. The module is available via AFCA’s member resources page.
Australian Financial Complaints Authority 2026-03-10
Australian Financial Complaints Authority publishes e-learning module and approach guidance on proximate cause in insurance complaints
The Australian Financial Complaints Authority (AFCA) released an e-learning module detailing its approach to handling complaints involving proximate cause issues. The module, which includes case examples and interactive questions, addresses common disputes over the dominant cause of loss or damage in insurance claims. It is accessible through AFCA's member resources page.