The Australian Financial Complaints Authority has published three approach papers explaining how it assesses non-financial loss, general insurance claims handling and uninsured motorist complaints. The papers document established processes and do not change how the authority manages or resolves complaints. The updated non-financial loss paper explains how avoidable impacts may support compensation, including how the severity and duration of harm are assessed, and adds case studies covering scams, financial hardship, insurance, privacy and family violence. The two new papers explain how claims handling obligations and remedies are assessed in general insurance disputes, and clarify the authority’s jurisdiction, liability assessment, available remedies and evidence requirements for uninsured motorist complaints.
Australian Financial Complaints Authority2026-08-10
Australian Financial Complaints Authority publishes three complaint approach papers, clarifying established assessment processes
The Australian Financial Complaints Authority has published three papers explaining its approach to non-financial loss, general insurance claims handling and uninsured motorist complaints. The papers clarify established assessment processes, remedies and information requirements but do not change how complaints are managed or resolved.