Boat Insurance Complaints and AFCA

Claims

Boat insurance complaint escalation

Complain to the insurer directly and ask for the decision in writing, with reasons and the wording relied on.
Escalate to the insurer's internal dispute resolution (IDR) team — a formal, defined process with a response timeframe.
If IDR does not resolve it, or the timeframe passes, take the complaint to the Australian Financial Complaints Authority (AFCA).
AFCA considers the complaint independently and can make determinations that bind the insurer.

Requesting the insurer's written decision

Ask the insurer to identify the specific policy term relied on, and the evidence relied on. Many disputes turn out to rest on a factual misunderstanding — a date, a location, a description of how the loss occurred — that can be corrected without any argument about the wording.

Evidence for an insurance complaint

The full policy documents: PDS, any SPDS, and the certificate of insurance with endorsements
Your original claim notification and every piece of correspondence since
Photographs, survey reports, repair quotations and invoices
Weather data for the date and location, where the loss was weather-related
Maintenance records relevant to whatever the insurer says caused the loss
The insurer's written reasons for the decision

Policy disputes and claim evidence

Issue in dispute	What usually determines it
Wear and tear versus sudden damage	Survey evidence and the mechanism of failure
Whether the vessel was inside the insured area	Position evidence against the wording's definition of the area
Whether a maintenance condition was met	Service records and their dates
Non-disclosure allegations	What was asked, what was answered, and whether reasonable care was taken
Valuation at total loss	The settlement basis in the wording and the evidence supporting value
Whether an excluded peril applied	The precise wording of the exclusion and the cause of loss

Frequently asked questions

Does complaining cost anything?

Internal dispute resolution and AFCA are free to consumers. Costs arise only if you choose to engage your own legal or expert assistance, which is not required to lodge a complaint.

Can AFCA overturn a declined claim?

AFCA can make determinations that are binding on the insurer if you accept them. It considers the policy terms, the law and what is fair in the circumstances.

Understand the wording before you dispute it

Most marine disputes turn on definitions, exclusions and conditions rather than on facts. The PDS guide explains how to read the sections that decide these cases.

Read the PDS guide

General information onlyThe information on sailboatinsurance.com.au is general educational information only. It may be wrong, incomplete or out of date, and you should not rely on it as a substitute for the current policy documents or professional advice. It does not take into account your objectives, financial situation or needs and is not personal financial product advice. Insurance cover depends on the actual policy wording, Product Disclosure Statement, certificate of insurance, endorsements, exclusions, limits, sub-limits and underwriting decisions that apply to your vessel. Always read the current policy documents before buying, renewing or changing cover. For legal, financial or insurance advice about your own circumstances, consider speaking with an appropriately licensed professional.