Complaints about roof repairs and broken solar panels feature in a new hail damage external dispute resolution response guide from the industry ombudsman.

The guide outlines the Australian Financial Complaints Authority’s expectations around the maximum length of submissions and the use of AI to write them.

If a complainant believes roof replacement is the only viable fix for claimed hail damage, their submission should be supported by reports identifying the extent of the problem, with a logical explanation, and supported by photos or other information.

They should explain the remedy sought, with supporting information such as a scope of works or quotes.

A complainant who disagrees with an insurer’s proposal for partial replacement should supply information explaining why it is not viable.

Submissions about hail damage to solar panels should provide clear evidence of damage and why it is linked to an insured storm event.

This requires clear, dated photos, event data confirming hail at the property, information about the solar power system, performance information such as output reduction and abnormal production, other supporting testing or inspections, and an expert opinion that explains why the damage is consistent with hail.

Submissions in disputes about the extent of roof damage should explain how the policy responds to the damage and show whether the damage is structural or visual.

AFCA expects a submission to include any reports relied on, with relevant pages highlighted or referenced, a clear explanation of facts and evidence supporting the position, and reasons for disputing the other party’s position.

The submission should have a clear summary of what happened and say if AI is used to prepare it. All information should be checked for accuracy and relevance, including citations and references.

The new guide can be downloaded here.