The General Insurance Code Governance Committee will examine the industry’s oversight of motor workshops after a surge in complaints over delays and repair outcomes.

“This targeted review aims to identify and address the underlying causes of rising motor insurance complaints – particularly complaints relating to motor vehicle repairers and the way insurers manage and respond to these issues,” the committee said.

Comprehensive motor cover was the most complained about general insurance product in 2024-25, and motor claim delays make up one in four general insurance disputes referred to the Australian Financial Complaints Authority.

The committee identified motor complaints as an emerging area of concern last year, a spokesperson told insuranceNEWS.com.au.

“Given the continued volume of complaints and ongoing concerns about delays and repair outcomes, we will undertake a targeted review into motor claims handling and repairer management,” the spokesperson said.

“We will prioritise motor claims handling in response to ongoing concerns about delays, repair outcomes and insurers’ oversight of third-party providers.

“These issues continue to drive high levels of consumer complaints and can significantly affect consumers’ financial security, mobility and confidence during stressful circumstances.”