Luke is joined by Emma Curtis, AFCA (Australian Financial Complaints Authority) Lead Ombudsmen for Insurance, about the more than 2,000 complaints from flood-affected consumers they have received in the year since the devastating South-East Queensland/northern NSW storms, with delays in claim handling the most significant issue.

Disputes with insurers in the wake of the floods are the second largest “significant event” since AFCA’s inception in November 2018, behind the COVID pandemic.

The number of complaints escalated to AFCA is more than four times that received in relation to the next most significant weather-related event – the South-East Coast storms of February 2020, which generated 493 complaints.

Ms Curtis, said AFCA continues to encourage insurers to address complaints as quickly as possible in-house or as early as possible in the AFCA process.

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