The Australian Financial Complaints Authority (AFCA) received a record 111,373 complaints in the 2025 calendar year, up 14% on 2024.
AFCA said the rise was spread across banking and finance, insurance, investments and advice, and superannuation, underscoring sustained pressure on the financial services sector.
For the insurance sector, the data is another reminder of the importance of strong complaints handling, clear communication and customer-focused service. AFCA’s most recent annual review shows general insurance complaints rose 17% to 34,231 in 2024–25, driven largely by add-on insurance and delays in motor vehicle claims handling.
For brokers, the latest available AFCA Datacube data points to a small increase in complaints, although volumes remain comparatively low relative to the broader system.
According to reporting on AFCA’s 2024–25 Datacube, general insurance broker complaints increased to 788 from 447 the previous financial year, representing around 0.8 per cent of total complaints (97,806). Much of that increase was linked to historic add-on insurance matters.
Despite the increase, the share of broker complaints remains below 1% of the total complaint figures for the 2024-25 financial year.
Updated figures for the 2025-26 financial year with a full breakdown of general insurance complaints and the share of broker complaints data shall be made available later this year.