AFCA Reports More Than 100,000 Complaints for Second Year Straight

The Australian Financial Complaints Authority (AFCA) has reported more than 100,000 complaints for a second year in a row.  

AFCA received 100,745 complaints in 2024‑25. This is 4% less than in 2023‑24 which had a record high of 104,861 and is the second year in a row that complaints have exceeded 100,000. 

General insurance complaints 

In 202425, AFCA received 34,231 general insurance complaints, a 17% increase from 202324, mainly caused by a surge of complaints about addon insurance. This contrasts with an overall decrease of 4% across all product areas. 

During 202425, AFCA received 7,880 addon insurance complaints (23%) which represented nearly a quarter of all general insurance complaints.  

Compared to the previous financial year, the jump from 2,774 to 7,880 complaints about add-on insurance represents a significant increase.  

Excluding add-on insurance, general insurance complaints remained consistent over the last two years. 

Nearly half (45%) of general insurance complaints were closed at the Referral stage, one of the earliest stages of the dispute resolution process. This is up by 9% from the previous financial year.  

More than half of all closed general insurance complaints were resolved within 60 days, with 8,723 closed in 30 days. Only 4% took more than 365 days to resolve.