AFCA’s Annual Review shows the ombudsman service received a record 104,861 complaints from consumers and small businesses in 2023-24, up 8 per cent on the year before. A great deal of these were related to scams.
Key complaint trends
General insurance complaints only saw a small increase
In 2023-24, AFCA received 29,335 general insurance complaints, marking a 5% increase compared to the previous year. While total complaints across all sectors rose by 8%, the rise in general insurance complaints was more moderate.
Motor vehicle insurance drives complaint numbers
AFCA received 10,204 Motor Vehicle Comprehensive Insurance complaints about this insurance product, making up 35% of all general insurance complaints received. Last year, motor vehicle comprehensive insurance made up
30% of general insurance complaints.
You can download the full report here.