Farm Insurance Australia :: News
SHARE

Share this news item!

Insurer Rejects Claim Over Diesel Fluid Mix-Up

Insurer Rejects Claim Over Diesel Fluid Mix-Up

Insurer Rejects Claim Over Diesel Fluid Mix-Up?w=400

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.

A contentious insurance claim has ended unfavourably for a motor policyholder after her husband mistakenly poured diesel exhaust fluid into her car's fuel tank.
Although the policyholder initially received assurances from a Suncorp representative that the use of AdBlue fluid wouldn't be considered improper fuelling - supposedly an excluded scenario under her policy - the claim was later denied.
This decision has sparked debate around policy definitions and customer service communication.

The policyholder argued that according to the product disclosure statement (PDS), only "incorrect fuel usage" was excluded, and as AdBlue is technically not a fuel, her claim should be valid. Additional grievances arose after alleging the insurer’s tow service inflicted further damage to her car, necessitating a new steering rack and wheel realignment.

Suncorp acknowledged the issue with its initial claim rejection, where the decision was based solely on the original PDS. However, the insurer pointed to a supplementary product disclosure statement (SPDS), which explicitly excludes coverage for damage resulting from using fluids not recommended by the vehicle's manufacturer. This key differentiation was reportedly communicated to the policyholder during her policy renewal.

The Australian Financial Complaints Authority (AFCA) sided with Suncorp, determining that the insurer did not mislead the customer about her claim status. While Suncorp admitted to referencing outdated PDS wording initially, AFCA deemed their reliance on the updated SPDS appropriate and found no obligation for the insurer to cover the incident. Additionally, AFCA found limited evidence to support the policyholder's accusations regarding damage caused by the towing service, reinforcing Suncorp's account of a winched, non-dragged vehicle recovery.

Despite these rulings, AFCA ordered Suncorp to compensate the policyholder $3000 for delay-induced inconveniences during the claim process, which left her without her vehicle for an extended period, citing the resulting undue stress and hassle.

This case highlights the importance of clear communication and understanding of policy amendments, emphasizing the role supplemental documents play during insurance assessments. Consumers are reminded to review documentation thoroughly during renewals to grasp the full scope of their insurance protections and exclusions.

Published:Wednesday, 16th Apr 2025
Author: Paige Estritori

Please Note: We do not endorse any specific products or companies. Some content is sourced from third parties, including press releases, and may not be independently verified for accuracy or completeness.

Share this news item:

Insurance News

Significant Increases in Private Health Insurance Premiums: What You Need to Know
Significant Increases in Private Health Insurance Premiums: What You Need to Know
27 Apr 2026: Paige Estritori
Australians are bracing for substantial increases in private health insurance premiums, with some policies set to rise by as much as 25% starting April 2026. This surge significantly exceeds the government-approved average increase of 4.41%, raising concerns about affordability and value for policyholders. - read more
Australian Medical Association Calls for Urgent Reforms in Private Health Insurance
Australian Medical Association Calls for Urgent Reforms in Private Health Insurance
27 Apr 2026: Paige Estritori
The Australian Medical Association (AMA) has released its latest Private Health Insurance Report Card, revealing a concerning trend: Australians are paying higher premiums for private health insurance while receiving diminished value in return. The report underscores the urgent need for comprehensive reforms to address these issues. - read more
Understanding the 4.41% Increase in Private Health Insurance Premiums
Understanding the 4.41% Increase in Private Health Insurance Premiums
27 Apr 2026: Paige Estritori
Starting April 1, 2026, Australian private health insurance premiums are set to rise by an average of 4.41%, marking the most significant increase in almost a decade. This adjustment reflects the escalating costs associated with providing medical and hospital services, which have risen by 5% over the past financial year. - read more
AUSactive's New Insurance Offering: Comprehensive Protection at Reduced Costs
AUSactive's New Insurance Offering: Comprehensive Protection at Reduced Costs
27 Apr 2026: Paige Estritori
AUSactive has unveiled a new insurance product tailored specifically for exercise and active health professionals. Developed in partnership with global insurance broker Marsh, this offering provides enhanced protection while delivering lower premiums compared to existing market options. - read more
Key Insights from the 2026 Fitness Trends Report
Key Insights from the 2026 Fitness Trends Report
27 Apr 2026: Paige Estritori
The AusFitness Industry, in collaboration with AUSactive and the American College of Sports Medicine, has released the 2026 Fitness Trends Report, offering valuable insights into the evolving landscape of Australia's fitness industry. The report identifies the top 20 trends, reflecting a sector that is becoming more diverse, data-informed, and inclusive. - read more
AUSactive and Private Healthcare Australia Drive Health Insurance Reforms
AUSactive and Private Healthcare Australia Drive Health Insurance Reforms
27 Apr 2026: Paige Estritori
Following recent legislative changes allowing private health insurers to offer rebates for select natural therapies, AUSactive is collaborating with Private Healthcare Australia (PHA) to lead reforms in private health insurance. This partnership aims to expand access to evidence-based preventive health services, including Pilates, Yoga, Tai Chi, and structured exercise programs delivered by accredited professionals. - read more
Significant Decline in Australian Commercial Insurance Rates in Q1 2026
Significant Decline in Australian Commercial Insurance Rates in Q1 2026
27 Apr 2026: Paige Estritori
In the first quarter of 2026, the Australian commercial insurance market experienced a notable 12% decline in rates, as reported by Marsh's latest market index. This trend mirrors the previous quarter's decrease, indicating a sustained period of softening premiums. Such developments are particularly relevant for consultants who rely on comprehensive insurance coverage to mitigate professional risks. - read more
Australian Insurers Achieve Robust Revenue Growth in Competitive Market
Australian Insurers Achieve Robust Revenue Growth in Competitive Market
27 Apr 2026: Paige Estritori
Recent analysis by AM Best reveals that Australia's top ten non-life insurers have collectively reported insurance services revenue nearing $46 billion, marking an 11.1% increase in their latest annual results. This growth underscores the resilience and adaptability of the insurance sector amidst a competitive market landscape, offering valuable insights for consultants navigating the industry. - read more
IAG Achieves 6% GWP Growth Amidst Competitive Australian Insurance Market
IAG Achieves 6% GWP Growth Amidst Competitive Australian Insurance Market
27 Apr 2026: Paige Estritori
Insurance Australia Group (IAG) has reported a 6% growth in gross written premium (GWP), reaching $8.9 billion in the first half of the 2026 financial year. This achievement comes despite a highly competitive Australian insurance market, underscoring IAG's strategic focus on customer-centric approaches and technological innovation. - read more
Understanding Victoria's Security of Payment Act Reforms
Understanding Victoria's Security of Payment Act Reforms
27 Apr 2026: Paige Estritori
Victoria's construction industry is undergoing significant changes with the recent amendments to the Security of Payment Act (SOPA), which took effect on April 15, 2026. These reforms introduce new payment obligations and rights for builders and contractors, aiming to streamline payment processes and reduce disputes within the sector. - read more


Farm Insurance Articles

5 Essential Farm Insurance Policies Every Australian Farmer Needs
5 Essential Farm Insurance Policies Every Australian Farmer Needs
Farming in Australia is not just a job, it's a way of life. However, it’s also a livelihood that comes with its own unique set of risks. From unexpected weather events to machinery breakdowns, the life of an Australian farmer is fraught with uncertainties. - read more
Common Pitfalls to Avoid When Insuring Your Farm Equipment
Common Pitfalls to Avoid When Insuring Your Farm Equipment
In the world of agriculture, having the right insurance coverage is essential. Farming is a high-risk industry that deals with unpredictable elements, and insuring your farm equipment can safeguard your livelihood. - read more
How to Protect Your Harvest: Tips for Choosing the Right Crop Insurance
How to Protect Your Harvest: Tips for Choosing the Right Crop Insurance
Farming, at its core, is an enterprise fraught with uncertainty. Weather calamities, pests, diseases, and fluctuating market conditions can all impact the output and quality of produce. This is where crop insurance proves its worth, serving as a safety net for farmers against the myriad risks they face each season. - read more
Future-Proofing the Farm: What Every Tech-Savvy Australian Farmer Needs to Know About Insurance
Future-Proofing the Farm: What Every Tech-Savvy Australian Farmer Needs to Know About Insurance
Welcome to the first steps in future-proofing your farming legacy. When we think about the hustle and bustle of daily farm life, it's easy to overlook the critical importance of estate planning. For the Australian farmer, estate planning is not just a matter of securing your assets; it's about ensuring the survival and progression of your hard-earned labour to the next generation. - read more
The Modern Farmer's Checklist for Assessing Farm Equipment Insurance Needs
The Modern Farmer's Checklist for Assessing Farm Equipment Insurance Needs
As the backbone of Australian agriculture, farm equipment plays an essential role in day-to-day operations across our expansive and diverse landscapes. From the vast wheat belts to the tropical fruit farms, machinery ensures efficiency and productivity in the face of constant challenges. But with reliance on such equipment comes significant risk—the financial burden of damage or loss can be devastating to a farmer's livelihood. - read more
The Digital Farmer's Guide to Insuring Your Agribusiness in the Tech Age
The Digital Farmer's Guide to Insuring Your Agribusiness in the Tech Age
Welcome to the defining era where technology and agriculture entwine, bringing forth the digital farmer's era. With the evolution of agribusiness in the tech age, comes an array of new tools, opportunities, and risks. As a custodian of the earth and steward of the latest innovations, safeguarding your digital farm is just as crucial as nurturing your crops and livestock. - read more
Farm Liability Insurance Costs vs. Benefits: Is It Worth It?
Farm Liability Insurance Costs vs. Benefits: Is It Worth It?
Farm liability insurance is a type of coverage that protects farmers from financial losses due to legal claims and lawsuits. This insurance is crucial for safeguarding your farm against various liabilities that may arise from farm operations. - read more
How to Safeguard Your Farm: A Guide for Australian Farmers
How to Safeguard Your Farm: A Guide for Australian Farmers
Farming is inherently risky. With factors like weather, pests, and market fluctuations affecting crops, it's crucial to manage these risks effectively. - read more
Risk Management and Insurance Options for Farmers
Risk Management and Insurance Options for Farmers
Risk management is the practice of identifying, assessing, and prioritizing risks followed by coordinated efforts to minimize, monitor, and control the probability or impact of unfortunate events. In farming, risk management involves various strategies to protect the financial health and operational stability of the farm. - read more
Agroforestry Insurance Guide: Protecting Your Investment in Australia's Sustainable Future
Agroforestry Insurance Guide: Protecting Your Investment in Australia's Sustainable Future
Agroforestry is a transformative approach to land management that integrates trees into agricultural landscapes. In Australia, where farmers contend with variable climates and environmental challenges, agroforestry offers a resilient pathway to productivity and sustainability. - read more


Need a Quote?
Start your free farm insurance quote comparison here.
Farm Type:
Postcode:

All quotes are provided obligation-free by a participating broker from our national referral partner network. We respect your Privacy.


Knowledgebase
Policyholder:
The individual or entity who owns the insurance policy.