How to make a complaint

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Internal dispute resolution

Put a complaint to the insurer first. Once you've lodged your case and all the supporting information and documents, the insurer has 45 days to complete its internal dispute resolution process.

They'll usually keep you up to date on the progress of your complaint every 10 business days.

External dispute resolution

If you aren't happy with the insurer's decision, you can take your complaint to AFCA. It will handle your case for free.

  • AFCA will mediate between you and the insurer to find a resolution.
  • If mediation is unsuccessful, AFCA may make a preliminary assessment or give a determination straight away on your dispute.
  • A determination is legally binding on the insurer but not on you.
  • There's no appeal process with AFCA.
  • For more information, visit afca.org.au.

AFCA decisions

When the AFCA looks at a complaint about an insurer:

  • it expects you to prove the claim is covered by the policy
  • the insurer must prove the claim is excluded by the policy.

Specifically, AFCA expects you to 'establish on the balance of probabilities that you suffered a loss caused by an event to which the policy responds'. That is, do you have a valid claim?

You need to show that your claim is covered under the listed events of the policy, or that it's not specifically excluded by the policy.

If you're unhappy with the AFCA determination, you might want to consider taking legal action against the insurance company.

Keep your travel insurance details with you at all times while on your trip and share them with family or friends before you leave.

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