The Australian Financial Complaints Authority (AFCA) has established a dedicated online bushfire support information hub to support those affected by the devastating fires currently raging across New South Wales, South Australia, and Victoria.
The AFCA hub explains the financial recovery support AFCA can provide to families and small businesses impacted by the Australian bushfires. Bushfire support information is also available over the phone at 1800 931 678.
“It’s important that we ensure these communities have timely support and relevant information about financial recovery, and can get financial issues addressed quickly,” said Rob Guest, executive general manager of customer service and resolution at AFCA.
Bushfire-impacted customers are advised to contact their insurer or broker as soon as it is safe to do so to start the claims process, as well as to document damage to serve as evidence if there’s a problem with their claim.
“If you have any difficulty in getting your claim assessed, you can come to AFCA,” Guest said. “We have special processes that identify and expedite complaints from people in the impacted communities, and we can assist you to resolve any complaints with your financial firm as quickly as possible.”
Homeowners and small businesses who are experiencing financial hardship due to the fires can contact their bank or financial provider to ask for assistance.
“If you find yourself having trouble with your insurer or financial provider about your claim or request for hardship assistance, you can talk to AFCA to get help,” Guest said.