How AFCA helped Stephanie and Georgie with their insurance complaint

Summary

In this video, Stephanie recounts her experience of a minor car accident while heading to the dog park with her dog, Georgie. After submitting a claim to her insurer, she faced frustrating delays and struggled to reach customer service. Seeking assistance, she turned to the Australian Financial Complaints Authority (AFCA), which promptly intervened. They marked her claim as a priority, leading to a quick resolution and repair of her car. The video highlights the importance of AFCA as a resource for resolving financial complaints efficiently.

Takeaways

• 🚗 Stephanie was driving to the dog park with her dog, Georgie, when she was involved in a minor car accident.
• 🛠️ Initially, she believed the damage would be quickly resolved by her insurer.
• 📞 After filing her claim, Stephanie faced significant delays in communication with her insurer.
• 😩 Despite multiple attempts to reach the insurer, she struggled to get any response.
• 💼 To seek help, she contacted the Australian Financial Complaints Authority (AFCA).
• 🔄 AFCA documented her complaint and reached out to her insurer on her behalf.
• 📅 Following AFCA's intervention, her insurer prioritized her claim due to service delays.
• 🚙 Just five days later, Stephanie's car was repaired.
• 👍 She was relieved and pleased with the quick resolution after involving AFCA.
• 📞 Stephanie encourages others to contact AFCA for assistance with financial complaints at afca.org.au or by calling 1800 931 678.

Q & A

What prompted Stephanie to contact her insurer?

Stephanie was involved in a small car accident while driving to the dog park with her dog, Georgie.

How did Stephanie initially expect her claim process to go?

Stephanie expected it to be a quick fix and assumed her insurer would cover the damages.

What challenges did Stephanie face when trying to contact her insurer?

Stephanie struggled to reach anyone at her insurer's hotline after multiple attempts.

What is AFCA, and how did it assist Stephanie?

AFCA is the Australian Financial Complaints Authority, a free service that helps resolve financial complaints. It recorded Stephanie's complaint and contacted her insurer on her behalf.

What was the response from the insurer after AFCA contacted them?

The insurer explained that their customer service team was experiencing significant delays and apologized for the inconvenience.

How did the insurer prioritize Stephanie's claim after the complaint was lodged?

The insurer marked Stephanie's claim as a priority following the AFCA's intervention.

How long did it take for Stephanie's car to be repaired after the insurer's contact?

Stephanie's car was repaired five days after the insurer contacted her.

What was Stephanie's reaction after her car was repaired?

Stephanie was happy about the quick resolution and repair of her car.

What should someone do if they need help resolving a financial complaint?

They can contact AFCA at afca.org.au or call AFCA at 1800 931 678 for assistance.

What does this incident highlight about customer service in insurance?

The incident highlights the potential delays in customer service within insurance companies and the importance of having alternative resources like AFCA for resolution.