The Australian Financial Complaints Authority has published an updated External Dispute Resolution (EDR) Response Guide for Claim Delay complaints, responding to increased complaints about delays in general insurance claims. The revised guide aligns with current best practice and incorporates changes to AFCA processes, aimed at supporting more efficient resolution of avoidable claim delay complaints through engagement with insurers. EDR response guides are designed to help financial firms prepare thorough responses to AFCA following unresolved referrals, including by setting out the relevant information AFCA needs to resolve a complaint efficiently. AFCA expects the updated claim delay guide to support more timely and effective handling of these complaints.
Australian Financial Complaints Authority 2026-02-06
Australian Financial Complaints Authority updates EDR Response Guide for general insurance claim delay complaints
The Australian Financial Complaints Authority released an updated External Dispute Resolution Response Guide for Claim Delay complaints, addressing increased complaints about general insurance claim delays. The guide aligns with best practices and revised AFCA processes to enhance efficient resolution through insurer engagement.