The industry received about 2.086 million general insurance complaints in 2024-25, according to the Australian Securities and Investments Commission’s new dispute dashboard.

The internal dispute resolution data – presented at aggregate and company levels – comprises domestic, extended warranty, professional indemnity and small business/farm insurance products.

During a consultation and at the dashboard’s launch last month, ASIC noted a high volume of complaints does not necessarily indicate poor performance by a company.

“Volumes between firms will vary due to a range of factors, including the firm’s market share and product offerings,” it explained. “A firm with a positive compliance culture and robust processes may record and report higher volumes than a comparable firm.”

Of the largest insurers, Suncorp recorded the highest number of complaints, and a spokesperson told insuranceNEWS.com.au: “We welcome ASIC’s ongoing focus and agree that robust complaints management is an important protection for our customers. Customer complaints also help us identify areas where we can improve and tackle systemic pain points for our customers and business.”

The spokesperson says since 2021, Suncorp has worked to “uplift our complaint management and drive a positive complaints culture, including responding to opportunities already identified by ASIC. We are committed to investing across our organisation to improve how we serve our customers.”

Overall, 81.6% of general insurance complaints received in 2024-25 closed within a day and 99.3% closed within 30 days.

General insurance entities settled 333,708 complaints with monetary payments totalling more than $175 million. They provided service-based solutions to 739,022 cases; offered apologies, explanations or no remedy for 703,504 disputes; and changed their decisions in 306,540 cases.

About 42% of complaints related to premiums, making it the biggest issue. Service-related matters placed second (17.5%), followed by claims handling delays (9%), technical problems (3.9%) and insurance coverage terms (3.7%).

By product, comprehensive motor vehicle led with 1.141 million disputes, followed by home building (517,202), home contents (146,931), landlord insurance (78,790) and personal and domestic property – domestic pet/horse (41,755).

Below are key 2024-25 statistics for Australia’s five major insurers, in alphabetical order.

Allianz Australia closed 59% of 70,038 complaints received within a day and 99.6% within 30 days.

It paid $8.963 million to close 3609 disputes. The top five outcomes for closed complaints were apology, explanation or no remedy (33,182), service-based solutions (27,170), other remedy (3658), monetary remedy, and decision changed (1601).

Home building led to most complaints (29,408) by product, followed by comprehensive motor (24,294), landlord insurance (3724), home contents (3549) and other small business/farm insurance (3165).

The top five issues were delays in claims handling (32.6% of complaints), service-related matters (30.2%), general service delays (7.5%) other decision-related matters (7.2%) and denial of claims – exclusion/condition (6.2%).

Hollard Insurance Company closed 76.6% of 99,390 complaints received within a day and 99.5% within 30 days.

It closed 1313 cases with monetary remedy totalling $1.035 million. The top five outcomes for closed complaints were apology, explanation or no remedy (47,541), service-based remedy (30,335), other remedy (14,825), contract/policy variation (2423) and withdrawn/discontinued (2238). Monetary remedy placed sixth.

Comprehensive motor led with 71,115 complaints, followed by home building (12,440), other domestic insurance (8560), home contents (2764) and landlord insurance (2563).

The top five issues were service-related matters (41.4%), premiums (19.4%), other transaction-related matters (10.7%), general service delay (6.6%) and commercial practice or policy (5.1%).

IAG closed 73.5% of 201,130 complaints within a day and 99.2% within 30 days.

It closed 8790 cases with monetary remedy of $27.753 million. The top five outcomes for closed complaints were decision changed (134,493), other remedy (85,599), apology or explanation only, or no remedy (57,775), service-based remedy (40,141) and monetary remedy.

Comprehensive motor topped with 111,050 complaints, followed by home building (45,825), home contents (27,672), landlord insurance (7126) and other domestic insurance (5911).

The top five issues were service-related (28.7%), premiums (19%), delays in claims handling (15.1%), insurance coverage terms (8.5%) and account administration error (7.3%).

QBE Insurance Australia closed 12.4% of 10,350 complaints within a day and 98.2% within 30 days.

It closed 1056 cases with monetary remedy totalling $1.897 million. The top five outcomes for closed complaints were apology or explanation only or no remedy (6273), other remedy (1404), monetary remedy, decision changed (885) and withdrawn/discontinued (168).

Comprehensive motor led with 4392 complaints, then home building (2317), other small business/farm insurance (1205), commercial vehicle (636) and landlord (577).

The top five issues were service-related (20.3%), general service delay (19.3%), premiums (14.7%), denial of claim – exclusion/condition (13.3%) and interpretation of product terms and conditions (8.9%).

Suncorp closed 93.7% of 1.033 million complaints within a day and 99.9% within 30 days.

It closed 252,451 cases with monetary remedy totalling $41.932 million. The top five outcomes for closed complaints were service-based (505,657), apology or explanation only or no remedy (256,216), monetary remedy, withdrawn/discontinued (6331) and decision changed (5652).

Comprehensive motor led with 577,454 disputes, followed by home building (274,990), home contents (55,314), landlord insurance (54,398) and personal and domestic property – caravan/trailer (13,565).

The top five issues were premiums (64.5%), service-related matters (9%), technical problems (5.1%), delays in claims handling (4.8%) and interpretation of product terms and conditions (2.2%).