AFCA Observes Significant Increase in General Insurance Complaints

Comprehensive motor insurance remains the most complained-about product, with delays often stemming from industry-wide shortages in parts and skilled labour. David Locke, AFCA's Chief Ombudsman and CEO, emphasised the importance of transparent communication from insurers to maintain consumer trust during these challenging times.

Motor insurance ranked among the top three financial products for complaints, alongside personal transaction accounts and credit cards. The Consumer Action Law Centre expressed concern over the persistent high volume of complaints, highlighting the need for the implementation of the General Insurance Code of Practice to address systemic issues.

Despite the overall number of financial services complaints decreasing by 4% to 100,745, the rise in general insurance grievances underscores the necessity for insurers to enhance their claims processing and customer service practices. AFCA's forthcoming annual review is expected to provide a more detailed analysis of these trends.