The financial services ombudsman has told Suncorp to make a decision on a business fire claim, despite the insurer waiting on police records to complete its investigation.

The insured claimed for damage to its property in March last year, and the Australian Financial Complaints Authority says a police investigation was conducted and a brief of evidence finalised in February this year. 

On February 24, Suncorp made a freedom of information application to police, but in March it was told the force was finalising requests in about 35 weeks on average.

The ombudsman says the insurer is entitled to investigate the loss, and it is satisfied the insured co-operated with Suncorp’s inquiries.  

Suncorp told AFCA it was awaiting the FOI documents and an interview with the investigating officer to verify the insured’s version of events before finalising its decision.

The ombudsman says it is possible to request urgent consideration of an FOI application, but there is no evidence Suncorp did this, and a timeline presented by the insurer showed lack of action in its investigation “for large periods of time”. 

“It is now 18 months since the loss event and several more months will pass before the insurer receives the FOI documentation.”

AFCA says is fair that the insurer decides on the claim within 14 days of the insured accepting the ombudsman’s determination.

Read the determination here.