Please ensure Javascript is enabled for purposes of website accessibility

Insurance Law

Need assistance?
Insurance Law Service
1300 663 464
Read more below
insurance claim
Insurance can help Australians get back on their feet after extreme weather events, accidents, crime, illness or the death of a loved one. When things go wrong people are often traumatised, and find it hard to understand or assert their legal rights. When insurance works as expected it can be the path to recovery. Choose from the topics below to find fact sheets to help you answer your insurance questions and concerns.
Loading...

Fay’s Story: Poor claims handling

Fay is an elderly widow living alone with mobility issues. Her home was flooded with sewerage after a water pipe burst. Fay made a claim with her insurer, which was accepted.

Fay rang us in late 2022 after her home flooded a second time with sewerage. In the six months between the first claim and the second event, nothing had been done by the insurer. The home had not been cleaned, the contents had not been removed and the pipe had not been fixed. Fay was in unsuitable temporary accommodation which initially required her to climb 18 stairs to the bedroom. The insurer also required Fay to submit a second claim for the second flooding and pay another excess.

We contacted the insurer to find alternate accommodation, and argued for the second claim to be reversed and the excess refunded. Fay’s home is now being repaired, the contents claim is almost finalised, the temporary accommodation is suitable, and we lodged complaints with ASIC and Code Compliance.

Debt Problem Solver

Answer a few questions to understand what steps you can take and where to find help when debts are piling up.
Discover how we can help
Motor Vehicle Accident Problem Solver

Motor Vehicle Accident
Problem Solver

Answer a few questions to identify your rights and what steps to take after a car accident.
Discover how we can help

Fact Sheets

Find out more information from our Fact Sheets below.

Sample Letters

Find out more information from our Sample Letters below.

Financial Counselling Australia coordinates the National Debt Helpline (NDH), which consists of a national phone service operating under the 1800 007 007 number and is complemented by the NDH website. 

Financial Rights is one of two services in NSW that answers the NDH. If you are struggling with debt, you can talk to a free financial counsellor over the phone on 1800 007 007.

NDH is a not-for-profit service that helps people tackle their debt problems. It is not a lender and does not ‘sell’ anything or make money from you. The NDH professional financial counsellors offer a free, independent and confidential service.

NDH is here to help you get back on track

Help us make a difference

Support the work of the Financial Rights Legal Centre today.

Donate
Francesco knew the answer to every question I had and was so thorough with his response. He listened to my insurance concern with no judgement and was matter of fact, polite, empathic and extremely helpful and encouraging.