AFCA Backs Policyholder in Stolen Car Dispute

The information on this website is general in nature and does not take into account your objectives, financial situation, or needs. Consider seeking personal advice from a licensed adviser before acting on any information.

In a recent ruling, the Australian Financial Complaints Authority (AFCA) sided with a motor insurance policyholder, awarding her the full value of her stolen vehicle alongside $3000 for non-financial losses, dismissing the insurer's fraud accusations.

The ordeal began when the woman's 2013 Holden mysteriously disappeared from her street in November 2023. Despite promptly informing the police, the car was not recovered. The insurer, IAG, viewed the situation with skepticism due to the claimant's financial situation and contested the validity of the claim.

IAG's skepticism was based on an external investigation, which highlighted that the policyholder was unemployed, received Centrelink support, and had a limited bank balance. These financial conditions appeared to IAG as motives for a dishonest claim, particularly with the vehicle's insurance valued at $30,800-deemed excessive by the insurer.

Additionally, the investigator noted the police's possibility that the car might have simply been misplaced instead of stolen, and pointed out discrepancies in the claimant's account regarding the car keys and her partner's observations of the theft incident.

IAG found further support from a forensic locksmith's opinion. The expert argued that the Holden's dual factory immobilisation made it an unlikely target for auto theft.

Countering the accusations, the car owner maintained her innocence, highlighting her full cooperation with both the insurer and the police. She attributed any errors in her statements to confusion and stress, exacerbated by personal difficulties, including domestic violence.

The claimant also clarified that any prior damage to the vehicle was minor and that she had been planning repairs. Stress and relationship issues had delayed these plans. She explained that her speculation on the vehicle's possible whereabouts stemmed from the local reputation for abandoned cars.

After examining the details, AFCA determined that IAG's fraud assertions lacked substantial proof, emphasizing no clear evidence from both the police and the locksmith that implicated the claimant in the theft.

AFCA's ombudsman acknowledged minor discrepancies in the testimonies from the claimant and her partner but dismissed them as common and insufficient to substantiate a fraud claim.

The ruling ordered IAG to process the insurance claim and address $3000 in compensation for the stress induced by their claims management approach. AFCA stated, “The insurer’s accusations of dishonesty were serious yet unsupported, leading to unwarranted distress for the complainant.”

The case highlights the need for thorough evidence before allegations of fraud are asserted. Engaging with policyholders in good faith remains pivotal to fair claims handling. This incident, originally reported by Insurance News, underscores the importance of compassionate and evidence-based claim assessments.

Published:Monday, 17th Feb 2025
Source: Paige Estritori

Please Note: If this information affects you, seek advice from a licensed professional.

Share this news item:

Insurance News

Leadership Transition at NTI: Janelle Greene Named New CEO

13 Feb 2026: Paige Estritori

National Transport Insurance (NTI), Australia's premier transport and logistics insurance provider, has announced the appointment of Janelle Greene as its new Chief Executive Officer, effective July 1. Greene, who currently serves as NTI's Chief Customer Officer, will succeed Tony Clark, who has led the company for the past 18 years. - read more

Decade-Long Battle Ends in TPD Payout for Injured Truck Driver

13 Feb 2026: Paige Estritori

In a significant ruling by the Australian Financial Complaints Authority (AFCA), a truck driver has been awarded a total and permanent disability (TPD) benefit, concluding a protracted dispute that spanned over a decade. - read more

NHVR's Revised Master Code: Broader Safety Guidelines for Heavy Vehicle Users

13 Feb 2026: Paige Estritori

The National Heavy Vehicle Regulator (NHVR) has recently updated its Master Code of Practice, marking the first revision since its initial release in 2018. This comprehensive update extends its reach beyond traditional road transport businesses to encompass a wider array of industries that utilise heavy vehicles, including manufacturing, construction, mining, retail, and logistics. - read more