AFCA activates bushfire support line

AFCA activates bushfire support line | Insurance Business Australia

AFCA activates bushfire support line

The Australian Financial Complaints Authority (AFCA) has activated a new support hotline to ensure priority service for those affected by Australia’s ongoing bushfire crisis.

AFCA’s bushfire support line, 1800 337 444, is part of the EDR body’s disaster-response process, which identifies and expedites complaints about financial products and services from fire-hit communities.

Read more: AFCA provides advice and clarity amid bushfire havoc

“AFCA is an ombudsman service that provides free, fair, and independent help with financial disputes,” said Justin Untersteiner, AFCA chief operating officer. “If you’re affected by the bushfires, and you find yourself in a dispute with your insurer or financial provider about a claim or request for assistance, AFCA can help resolve it. We have special processes that identify and fast-track complaints from people, primary producers and small businesses in impacted communities, so we can assist you to resolve complaints as quickly as possible.”

Bushfire-affected people are also urged to think twice before signing contracts with claims management companies.

“Our service is completely free to use and legally binding on financial firms,” Untersteiner said. “AFCA has heard reports of claims management companies charging people to manage disputes with financial firms. While not illegal, AFCA is concerned that people are being charged excessive costs and/or a percentage of the sum recovered, when in reality the service provided is of no real benefit to the person. AFCA warns against signing binding contracts with claims management companies unless people clearly understand the likely cost implications. In most cases, it is not necessary or of any real value.”