What is Complaints and Dispute Resolution | Insurance glossary by upcover

This process explains the steps for resolving problems—starting with the insurer’s internal complaints team and, if unresolved, the Australian Financial Complaints Authority (AFCA). Policyholders can contact AFCA free of charge for an independent review. For example, if a claim delay feels unfair, the customer can request AFCA to decide. Why it matters: It guarantees every policyholder an impartial pathway to settle issues without expensive legal action.

Related Terms

Statutory Liability Insurance (Business Pack)

Hygiene Inspection Claim

Noise Complaints (Hospitality)

All Categories

Financial

Legal

Insurance Documents

Fundraising

Employment

Policy

Risk Management

E&O

D&O

Commercial Insurance

Cyber

Compliance

Related Term

Statutory Liability Insurance (Business Pack)

Hygiene Inspection Claim

Noise Complaints (Hospitality)

All Category

Financial

Legal

Insurance Documents

Fundraising

Employment

Policy

Risk Management

E&O

D&O

Commercial Insurance

Cyber

Compliance

© 2026 upcover Pty Ltd ABN 17 628 197 437, Corporate Authorised Representative (CAR 1299211) of Experience Insurance Services Pty Ltd ABN 41 657 596 506, AFSL 539078. upcover arranges insurance products with selected insurers and underwriters. upcover does not compare all general insurers or insurance products available in the market.

The information contained on this website is general advice only and has been prepared without taking into account your individual needs, objectives and financial situation. It should not be relied upon as advice. All insurance products are subject to the terms, conditions, limits and exclusions contained in the relevant policy wording and Product Disclosure Statement. Before deciding whether a particular insurance product is right for you, please consider your personal circumstances and read the relevant Product Disclosure Statement, Target Market Determination, Policy Wording, and Financial Services Guide.