Knowledge Centre
Practical, experience-grounded articles on how insurance claims work and what to do when they stall.
Insurance claims are complex processes that most people encounter only once or twice in their lives, usually during difficult circumstances. The articles here are designed to give you a clear picture of how the process actually works: what insurers are required to do, what delay looks like in practice, and what your options are when things stop moving. Every article is drawn from real claim experience and grounded in the standards insurers are held to under Australian law.
ALL ARTICLES
Guidance for understanding, tracking and responding to claim delays.
Claim progress
How Long Does an Insurance Claim Take in Australia?
General insurers have four months to decide a claim. Life insurers have two months for income protection and six for lump sum benefits. Here is what applies to yours, and how to tell whether your claim is moving or has lost momentum
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Claim signals
Insurance Claim Delayed? 7 Signs Your Insurer May Be Stalling
Extended silence, repeated requests, a handler who changes. Any one of these may have an ordinary explanation. Several together can show that a claim has lost visible momentum and the Code obligations gives you objective points to check.
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Communication and escalation
The 10 Business Day Rule: When Your Insurer Must Respond
The General Insurance Code of Practice sets four separate 10 business day obligations, each triggered by something different. Which one covers your message decides what your insurer owes you, and when.
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Communication and escalation
Insurer Not Responding? The Escalation Steps and What Each One Triggers
Escalating is not asking again more firmly. A progress enquiry, a complaint and an AFCA lodgement each start a different clock. Here is what each one obliges your insurer to do.
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FREE TOOL
Not sure what's happening with your claim?
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