AFCA decision makers and case managers attended a series of community forums in flood-affected areas in New South Wales, including Murwillumbah, Mullumbimby, Ballina, Lismore, and North Brisbane. The forums were arranged by the Insurance Council of Australia to help local policyholders connect with their insurers, and to help explain the insurance claims process. 

AFCA were invited to attend to provide an overview of AFCA, our services and consumers’ options. Our AFCA people heard from community members about the ongoing challenges they are still facing – including local temporary accommodation limitations and issues arising from trade and material shortages which are affecting the repair and rebuild process.  

AFCA was pleased to be able to attend and help inform the communities about the complaint resolution process.

As of 27 June 2022, AFCA had received over 400 complaints relating to the southern Queensland/northern New South Wales storms and floods. The most common issues were delays in claim handling and denial of claims. 207 complaints were identified as being lodged by residents in Queensland, while 209 were lodged by residents in NSW. 6 complaints did not indicate their state/territory.