AFCA has updated its factsheet on Add-on Insurance which outlines how we deal with these types of complaints. 

We reviewed the existing factsheet to ensure we remain clear and helpful in explaining our approach. Namely, we updated the section titled ‘Reasonable awareness of loss for add-on insurance complaints' to clarify: 

• how we work out the date a complaint should reasonably be aware of the loss 
• specific circumstances about a complaint will be weighed against AFCA’s general view 

You can find the updated factsheet here.