At a a glance:

Any financial firm with four or more complaints in a 12-month period appears in the Datacube, which displays:

• total complaint volumes
• product trends
• resolution stages
• outcomes (agreement, discontinuance, assessment, decision)
• non-response rates
• comparisons across firms, sizes and sectors

Complaints by product in FY25

• Motor vehicle insurance accounts for one in three complaints in General Insurance
• Among very large insurers, 45% of motor vehicle complaints progress to case management (vs 20% for medium firms) 
• Income protection remains the most consistently complained-about life insurance product

Inside AFCA’s Datacube

Complaints in the insurance sector are rising, customer expectations are intensifying, and the industry is once again facing a period of deep scrutiny.

The Australian Financial Complaints Authority (AFCA), through its newly enhanced Datacube, has provided a timely view of the nation’s complaint trends, and an unmistakable message about what must change.

During a recent ANZIIF webinar, Peter Fisher, AFCA Head of Service Delivery for Insurance and Superannuation, and Alfie Hills, AFCA Head of Membership Services and Customer Experience, shared the latest insights.

Both leaders emphasise that the Datacube is not simply a reporting tool, but a mirror held up to the industry; one that is now refreshed monthly, offering near real-time visibility into performance.

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