The Australian Financial Complaints Authority (AFCA) has published an updated factsheet and a new External Dispute Resolution (EDR) response guide focused on complaints about general insurance premium increases. The materials are intended to clarify how AFCA will treat these complaints under its Rules and to support firms in handling matters that progress to EDR. The factsheet was updated in response to an increase in complaints and sets out the types of premium increase complaints AFCA can and cannot consider. AFCA also encourages firms to explain the reasons for premium increases to customers in as much detail as possible. The EDR response guide is designed to help firms provide a high-quality response when a complaint remains unresolved after it has been referred back to the firm, supporting faster and more efficient dispute resolution.

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