The Australian Financial Complaints Authority (AFCA) has published updated guidance setting out how it will assess complaints lodged after 1 July 2025 relating to add-on insurance products sold before July 2019, to clarify what it expects from complainants, paid representatives and financial firms. The guidance covers what information should be included with a complaint, how AFCA will assess time limits and any special circumstances for complaints lodged on or after 1 July 2025, and expectations that paid representatives should only lodge eligible complaints. For complaints lodged after 30 June 2025, AFCA may treat a complaint as outside its usual six-year time limit where the consumer purchased add-on insurance prior to July 2019, unless special circumstances apply, assessed on a case-by-case basis. AFCA also reiterates that it expects financial firms to engage with and resolve add-on insurance complaints regardless of AFCA’s jurisdictional limits, consistent with internal dispute resolution obligations. The updated approach applies to relevant complaints lodged from 1 July 2025 onwards.
Australian Financial Complaints Authority 2025-06-05
Australian Financial Complaints Authority updates guidance on assessing post-1 July 2025 complaints about pre-July 2019 add-on insurance sales
The Australian Financial Complaints Authority (AFCA) has issued updated guidance on assessing complaints related to add-on insurance products sold before July 2019, applicable to complaints lodged from 1 July 2025. The guidance outlines information requirements, time limit assessments, and expectations for paid representatives and financial firms in resolving complaints.