Life Insurance Australia :: News
SHARE

Share this news item!

Insurer Rejects Claim Over Diesel Fluid Mix-Up

Insurer Rejects Claim Over Diesel Fluid Mix-Up

Insurer Rejects Claim Over Diesel Fluid Mix-Up?w=400

The information on this website is general in nature and does not take into account your objectives, financial situation, or needs. Consider seeking personal advice from a licensed adviser before acting on any information.

A contentious insurance claim has ended unfavourably for a motor policyholder after her husband mistakenly poured diesel exhaust fluid into her car's fuel tank.
Although the policyholder initially received assurances from a Suncorp representative that the use of AdBlue fluid wouldn't be considered improper fuelling - supposedly an excluded scenario under her policy - the claim was later denied.
This decision has sparked debate around policy definitions and customer service communication.

The policyholder argued that according to the product disclosure statement (PDS), only "incorrect fuel usage" was excluded, and as AdBlue is technically not a fuel, her claim should be valid. Additional grievances arose after alleging the insurer’s tow service inflicted further damage to her car, necessitating a new steering rack and wheel realignment.

Suncorp acknowledged the issue with its initial claim rejection, where the decision was based solely on the original PDS. However, the insurer pointed to a supplementary product disclosure statement (SPDS), which explicitly excludes coverage for damage resulting from using fluids not recommended by the vehicle's manufacturer. This key differentiation was reportedly communicated to the policyholder during her policy renewal.

The Australian Financial Complaints Authority (AFCA) sided with Suncorp, determining that the insurer did not mislead the customer about her claim status. While Suncorp admitted to referencing outdated PDS wording initially, AFCA deemed their reliance on the updated SPDS appropriate and found no obligation for the insurer to cover the incident. Additionally, AFCA found limited evidence to support the policyholder's accusations regarding damage caused by the towing service, reinforcing Suncorp's account of a winched, non-dragged vehicle recovery.

Despite these rulings, AFCA ordered Suncorp to compensate the policyholder $3000 for delay-induced inconveniences during the claim process, which left her without her vehicle for an extended period, citing the resulting undue stress and hassle.

This case highlights the importance of clear communication and understanding of policy amendments, emphasizing the role supplemental documents play during insurance assessments. Consumers are reminded to review documentation thoroughly during renewals to grasp the full scope of their insurance protections and exclusions.

Published:Wednesday, 16th Apr 2025
Source: Paige Estritori

Please Note: If this information affects you, seek advice from a licensed professional.

Share this news item:

Insurance News

Heightened Road Risks as Holiday Travel Meets Freight Surge
Heightened Road Risks as Holiday Travel Meets Freight Surge
23 Dec 2025: Paige Estritori
As the Australian summer holidays approach, a significant increase in road traffic is anticipated, coinciding with peak freight activity. This convergence raises concerns about heightened road risks, prompting insurers and transport specialists to issue warnings to motorists. - read more
Addressing the Surge in Collision Risks Among Australian Fleet Operators
Addressing the Surge in Collision Risks Among Australian Fleet Operators
23 Dec 2025: Paige Estritori
Australia's transport and haulage sector is currently navigating a period marked by an uptick in motor collision claims, posing significant challenges for fleet operators nationwide. This trend underscores the necessity for enhanced risk management and insurance strategies to safeguard operations and maintain profitability. - read more
Inattention and Speed: Primary Factors in Australian Truck Crashes
Inattention and Speed: Primary Factors in Australian Truck Crashes
23 Dec 2025: Paige Estritori
The National Truck Accident Research Centre (NTARC) has released its latest Major Incident Investigation Report, shedding light on the predominant causes of significant truck crashes across Australia. The findings underscore the critical need for targeted interventions to enhance road safety within the transport industry. - read more
Australian Insurers Urged to Strengthen Cyber Risk Defenses
Australian Insurers Urged to Strengthen Cyber Risk Defenses
23 Dec 2025: Paige Estritori
Recent findings from the PwC Insurance Banana Skins Survey indicate that Australian insurers are trailing behind their global counterparts in preparedness for cyber threats. The survey, which gathered insights from 698 insurance executives across 42 territories, revealed that Australian insurers scored 6.6% lower on the Preparedness Index compared to the global average. - read more
Australian General Insurers Report Record Profits Amid Premium Hikes
Australian General Insurers Report Record Profits Amid Premium Hikes
23 Dec 2025: Paige Estritori
Australia's general insurance industry has reported a 19% return on equity (ROE) for the 2025 financial year, marking the highest in a decade. This significant achievement is attributed to favourable weather conditions, strong investment gains, and the continued flow-through of premium increases, as detailed in the latest Optima Report by actuarial consultancy Finity. - read more
Click for more Insurance News


Life Insurance Articles

How to Review and Update Your Life Insurance Policy as Your Family Grows
How to Review and Update Your Life Insurance Policy as Your Family Grows
Life insurance is an essential safety net for families, providing financial security when it's needed the most. As your family grows, the importance of having a well-structured life insurance policy becomes even more critical. In the busy lives we lead today, it’s easy to overlook this crucial aspect of financial planning. However, ensuring your coverage meets your family's evolving needs is vital. - read more
Top 5 Reasons to Consider Life Insurance While You're Young
Top 5 Reasons to Consider Life Insurance While You're Young
When you’re young, life is all about new experiences and making plans for a promising future. While factors like travel, career, and relationships often take centre stage, one aspect often overlooked is life insurance. It might seem like something to consider later in life, but starting a policy while you're young can be a savvy financial move. - read more
Trauma Cover: Calculating Adequate Protection for Life's Unexpected Moments
Trauma Cover: Calculating Adequate Protection for Life's Unexpected Moments
The financial fabric of our lives consists of both planning and safeguarding against the unforeseen. Trauma cover, a lesser-known but crucial aspect of personal insurance, provides this protection by offering a lump sum payment upon diagnosis of specific serious illnesses or injuries. In the tapestry of financial planning, it acts as a vital safety net, ensuring that unexpected health crises do not lead to monetary distress. - read more
Life Events That Should Trigger a Life Insurance Review for Aussie Families
Life Events That Should Trigger a Life Insurance Review for Aussie Families
Life insurance is a cornerstone of financial planning for Aussie families, offering protection and peace of mind. But what happens when the bustling flow of life brings changes? This is where a life insurance review comes into play. A life insurance review is a thorough analysis of your existing policy to ensure it aligns with your current life circumstances and financial goals. - read more
Common Mistakes to Avoid When Comparing Life Insurance Policies
Common Mistakes to Avoid When Comparing Life Insurance Policies
Choosing the right life insurance policy is one of the most important decisions for Australians, especially for those who are middle-aged or older. Life insurance provides financial security for your loved ones in the event of your passing, ensuring that they are not burdened with financial hardships. - read more


Start Here !
life insurance
Apply now for your free Insurance assessment and price comparisons!

Start Here

Life Cover Amount:
Postcode:

All quotes are provided free and without obligation by a Specialist from our National Broker referral panel. See our Privacy Statement for more details.


Knowledgebase
Endorsement:
An amendment or addition to an existing insurance policy that changes the terms or scope of the original policy.