As a result of the COVID-19 crisis, the Insurance Council of Australia declared an “insurance catastrophe”. The Australian Financial Complaints Authority – the body which has responsibility to resolve insurance (and financial) complaints by consumers – has activated a “significant event response plan”.
This is intended to identify and fast track COVID-19 related complaints. Of particular concern at this time, of course, are claims related to the cancellation of travel plans, including flights and hotel bookings.
If you have had a claim rejected by your travel insurer, and raised a complaint with them, but have not been able to obtain a satisfactory resolution, you can register a complaint with AFCA. They have an online complaint form, or you can call 1800 931 678 – and as a consumer making a complaint does not cost you anything.
