On May 6, AST AFCA revised guide re add-on insurance complaints.
AST AFCA published updated external dispute resolution (EDR) response guide re add-on insurance complaints to assist financial firms in preparing responses to AST AFCA.
Document dated May 6, 2025, received from AST AFCA May 8, summarized May 9.
Highlights of Response Guide
Outlines the content of an an EDR response including complaint summary, policy summary, the complainant’s position as well as the financial firm’s position.
Outlines AFCA’s standard add-on insurance questions and supplementary questions.
AST AFCA encourages all financial firms to form an EDR response from this guide.
Encouraged firm's teams to start using the new guide as soon as possible and consider whether all information has been provided on complaints awaiting allocation.
Effectiveness
Expects responses in line with guide on all complaints referred to firm from May 19.
