Internal dispute resolution
Complain to the insurer first.
Once you’ve lodged your case and all the supporting information and documents, the insurer has 45 days to complete its internal dispute resolution process.
They’ll usually keep you up to date about the progress of your complaint every 10 business days.
External dispute resolution
If you aren’t happy with the insurer’s decision, you can take your complaint to the Australian Financial Complaint Authority (AFCA). They’ll handle your case for free.
- The AFCA will mediate between you and the insurer to find a resolution.
- If mediation is unsuccessful, they may make a preliminary assessment or give a determination straight away on your dispute.
- A determination is legally binding on the insurer but not on you.
- There’s no appeal process with AFCA.
- For more information, visit afca.org.au.
Legal action
If you’re unhappy with the AFCA determination, you might want to consider taking legal action against the insurance company.
Keep your travel insurance details with you at all times while on your trip and share them with family or friends before you leave.
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