We welcome AFCA’s Draft Approach to Insurance Claims Handling as a positive step toward clearer, fairer, and more consistent outcomes for consumers.
At Claims Hero, we see every day how complex insurer processes, disputed reports, and opaque settlement practices affect families across Australia. AFCA’s draft sets an important foundation, and our suggestions are intended to provide clarity and reduce disputes.
In our submission, we recommend strengthening the guidance across seven key areas, including:
➡️ Cash settlements that reflect real-world repair and replacement costs.
➡️ Transparency and true independence in expert reports, with clear standards for how maintenance issues must be identified and applied.
➡️ Reimbursement of consumer costs when insurer conduct creates the need for extra reports or advocacy.
➡️ Fair and consistent use of insurer discretion.
➡️ A structured framework for non-financial loss.
➡️ Clearer treatment of financial losses caused by delays or poor claims handling.
In our view these improvements would reduce disputes, promote consistency, and ensure outcomes that reflect the cover people pay for.
This submission reflects our team’s passion and commitment to driving improvements that benefit all consumers.
Read our full submission below.
