Australia's complaints system has two clear stages. Knowing how to work each one properly makes a real difference to how quickly things move.
Start with the insurer directly
Lodge your complaint with the insurer's internal dispute resolution (IDR) team, referencing your policy and claim numbers, and stating clearly what outcome you want. Under the General Insurance Code of Practice, insurers generally aim to resolve complaints within 30 calendar days, and are required to update you on progress regularly — commonly every 10 business days — while it's open.
Keep every reference number
Note your policy number, claim number, and complaint reference number once IDR is opened. If a specific case handler is assigned, keep their name and direct contact details too.
Document communications as you go
Log the date, method and outcome of every contact with the insurer. If a call includes a commitment or a deadline, follow it up in writing to create a record even of verbal conversations.
If IDR doesn't resolve it, or the deadline passes
If you're not satisfied with the internal decision, or the insurer can't meet its own timeframe (up to a maximum of 45 calendar days under the regulatory standard) without explaining why, you can take the complaint to the Australian Financial Complaints Authority (AFCA) — a free, independent external dispute resolution service.
What to have ready for AFCA
Your complaint reference number, the insurer's final IDR response (or evidence the deadline passed without one), and copies of all correspondence and evidence submitted during IDR — AFCA reviews the full history, not just the final decision.
Sources
Related Kibbo Tools
- Insurance Claim Follow-Up & Escalation Generator — draft your formal complaint or AFCA escalation letter.
- Insurance Claim Follow-Up & Escalation Checklist — track deadlines and reference numbers through both IDR and AFCA.