Share on LinkedInShare on LinkedIn

ARTICLE · 25 FEBRUARY 2026

AFCA updates its response guide for claim delay complaints

Barry Nilsson
Explore more from Barry Nilsson

Updated guide forms outline information that must be provided when preparing a response to an unresolved complaint after internal dispute resolution.

AustraliaFinance and Banking
Maddison Storniolo
Maddison Storniolo
Author LinkedIn connections

The Australian Financial Complaints Authority (AFCA) has updated its guide for claim delay complaints, with a focus on resolving complaints related to general insurance claim delays in a more timely and effective manner.

The updated guide forms part of a series of External Dispute Resolution (EDR) Response Guides published by AFCA outlining the necessary information financial firms must provide when preparing a response to an unresolved complaint after internal dispute resolution.

The revisions set out clearer guidance for financial firms preparing a response to delay-related complaints at the external dispute resolution stage. It also clarifies expectations for insurers around timeliness, communication, and claim progression in delay complaints.

We operate a free-to-view policy, asking only that you register in order to read all of our content. Please login or register to view the rest of this article.

Register for freeORLog in

View source

Related Articles

Legal Intelligence Newsletters: sign up for the latest legal and regulatory news on your chosen topics

Read more about

Related Comparative Guides

See more popular content from

Article

Australia's Enhanced Substantial Holding Disclosure And Beneficial Ownership Disclosure Regime Comes Into Effect From 4 December

Australian financial markets face a fundamental shift in disclosure requirements from December 2026, as new rules expand substantial holding obligations beyond traditional voting interests to capture derivative positions and economic exposure. Market participants must now navigate complex calculations involving physically settleable derivatives, cash-settled instruments, and offsetting short positions—with no grandfathering for existing holdings.
AustraliaFinance and Banking
K&L Gates
K&L Gates
Article

Australia's Updated Financial Innovation Strategy

The Australian Government has unveiled its Financial Innovation Strategy, introducing a new Financial Innovation Committee and overhauling the Enhanced Regulatory Sandbox framework to better support emerging businesses testing innovative financial products. The strategy encompasses reforms across consumer data rights, digital assets, tokenised infrastructure, and regulatory frameworks designed to position Australia as a leader in financial innovation.
AustraliaFinance and Banking
K&L Gates
K&L Gates
Article

New Payment Models Face A Broader Licensing Regime

Australia's payment services landscape is undergoing a fundamental regulatory transformation with the introduction of new legislation that shifts focus from specific technologies to the functions and activities performed by payment service providers. The Treasury Laws Amendment Bill 2026 will replace the existing non-cash payment facility framework with a comprehensive licensing regime that distinguishes between payment products and payment services, potentially capturing previously unregulated payment
AustraliaFinance and Banking
McCabes
McCabes