During this reporting period, AFCA’s systemic investigations impacted over 342,000 consumers and small businesses. The authority facilitated $3.4 million in financial remediation and delivered a range of non-financial outcomes, including corrections to credit files, improved product disclosures, and enhanced hardship processes.
Key issues identified in the report include inadequate complaint handling processes, misleading product disclosures, and deficiencies in hardship assistance. These systemic problems have led to significant consumer detriment, underscoring the need for industry-wide reforms.
AFCA emphasizes the importance of proactive measures by insurers to address these issues. This includes investing in robust complaint handling systems, ensuring transparency in product disclosures, and providing effective support for consumers facing financial hardship.
As the industry continues to evolve, it is crucial for insurers to prioritize consumer protection and trust. Addressing these systemic issues not only benefits consumers but also enhances the overall integrity and stability of the insurance sector.
Published: Thursday 12th February, 2026
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