Updated: 27 October 2023

Australian Financial Complaints Authority (AFCA) was in Townsville again today to meet with those affected by the recent Townsville floods.

At a free event hosted by the Townsville Chamber of Commerce, Lead Ombudsman provided advice to over 120 community members and answered questions about insurance disputes. The event also offered AFCA the opportunity to better understand the needs of the community following the floods.

AFCA first visited the flood affected area in February to meet with small business owners. 

Following natural disasters, many people have insurance claims. AFCA expects these claims to be processed fairly and efficiently, however if there are any disputes, AFCA is able to intervene to resolve them. 

Common disputes following natural disasters include denial or delay in insurance claims and disagreements about claim amounts.

Many people may also be facing financial difficulties. Anyone in this position should contact their bank or credit provider. Most financial firms have dedicated financial hardship teams that people can work with to organise their accounts while they wait for the outcome of insurance claims.

If people encounter difficulties with an insurance claim or financial hardship application, they can contact AFCA 1800 931 678 or at afca.org.au.


Published: 26 March 2019


Media enquiries media@afca.org.au

About AFCA

The Australian Financial Complaints Authority (AFCA) is a non-government ombudsman service providing free, fair and independent help with financial disputes. It is a one-stop-shop for consumers and small businesses who have a dispute with their financial firm, over things such as banking, credit, insurance, advice, investments or superannuation. Where an agreement cannot be reached between parties, AFCA can issue decisions that are binding on financial firms.

Sorry, we’re currently offline.

Would you like to end your chat with AFCA?

Please bear in mind that your conversation will not be saved.

AFCA chat service terms and conditions

Welcome to our live chat help service.

Please be advised we cannot provide you with financial or legal advice. However, we may be able to refer you to a community legal centre or financial counselling service if you need help.

Our live chat is operated by Genesys Cloud on behalf of AFCA. Any personal information provided in this chat will be captured by both organisations in accordance with their privacy policies, available at www.afca.org.au/privacy and www.genesys.com/company/legal/privacy-policy


We provide consumers and small businesses with fair, free and independent dispute resolution for financial complaints.

Please enter your details to start your chat with an AFCA representative.

Please enter your name
Please enter a valid email address
Please enter a valid phone number

We provide consumers and small businesses with fair, free and independent dispute resolution for financial complaints.

Welcome to our live chat help service.

An agent should be with you shortly.