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 While Suncorp admitted to referencing outdated PDS wording initially, AFCA deemed their reliance on the updated SPDS appropriate and found no obligation for the insurer to cover the incident.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

Europ Assistance Australia Now Underwrites Its Own Travel Insurance Policies
Europ Assistance Australia Now Underwrites Its Own Travel Insurance Policies
21 Apr 2026: Paige Estritori
Europ Assistance Australia (EAA) has achieved a significant milestone by obtaining a general insurance licence from the Australian Prudential Regulation Authority (APRA). This development allows EAA to underwrite its own travel insurance products, marking a new chapter in its commitment to Australian travellers. - read more
RACV Highlights Risks of Last-Minute Travel Insurance Purchases
RACV Highlights Risks of Last-Minute Travel Insurance Purchases
21 Apr 2026: Paige Estritori
Recent insights from the Royal Automobile Club of Victoria (RACV) reveal a concerning trend among Australian travellers: 35% are purchasing travel insurance within seven days of departure, with 5% waiting until the day they leave. This last-minute approach can lead to significant gaps in coverage and benefits. - read more
Allianz Partners Highlights Risks of Travelling Uninsured for Australians
Allianz Partners Highlights Risks of Travelling Uninsured for Australians
21 Apr 2026: Paige Estritori
Allianz Partners is calling on Australian travellers to reassess their approach to travel insurance, following research revealing that 14% of Australians embark on overseas trips without any coverage. This statistic is even more pronounced among younger travellers under 30, with 23% travelling uninsured. - read more
Surge in Insurance Complaints Highlights Industry Challenges
Surge in Insurance Complaints Highlights Industry Challenges
21 Apr 2026: Paige Estritori
Recent data from the Australian Financial Complaints Authority (AFCA) reveals a significant increase in consumer complaints against insurance companies, reaching an unprecedented average of 100 complaints per day. This surge is primarily attributed to delays in processing routine claims, rather than issues arising from natural disasters. - read more
Cybersecurity Gaps in Australian Insurance Industry Exposed
Cybersecurity Gaps in Australian Insurance Industry Exposed
21 Apr 2026: Paige Estritori
The latest PwC Insurance Banana Skins Survey indicates that Australian insurers are trailing their global counterparts in preparedness for emerging risks, particularly in the realms of cybersecurity and artificial intelligence (AI). The survey, which gathered insights from 698 insurance executives across 42 territories, reveals that Australian insurers scored 6.6% lower on the Preparedness Index compared to the global industry average. - read more
Market Concentration in Australian Insurance Industry Under Scrutiny
Market Concentration in Australian Insurance Industry Under Scrutiny
21 Apr 2026: Paige Estritori
Recent analyses have brought to light concerns regarding the concentration of Australia's general insurance market, where four major companies-Insurance Australia Group (IAG), Suncorp, QBE, and Allianz-control nearly 74% of the market share. This dominance has sparked discussions about its implications for competition and consumer outcomes. - read more
ICA Advocates for Legal Changes to Ease Small Business Insurance Burden
ICA Advocates for Legal Changes to Ease Small Business Insurance Burden
21 Apr 2026: Paige Estritori
The Insurance Council of Australia (ICA) has recently highlighted the pressing need for legal reforms to alleviate the escalating insurance premiums burdening small businesses across the nation. In a submission to the Parliamentary Joint Committee's inquiry into small business insurance, the ICA outlined several key areas requiring immediate attention. - read more
Legal Professionals Oppose Proposed Caps on Legal Fees in Liability Cases
Legal Professionals Oppose Proposed Caps on Legal Fees in Liability Cases
21 Apr 2026: Paige Estritori
The Australian Lawyers Alliance (ALA) has recently expressed strong opposition to the Insurance Council of Australia's (ICA) proposal to implement caps on legal fees in liability cases. This proposal is part of the ICA's broader agenda to address the rising insurance premiums affecting small businesses across Australia. - read more
ICA Advocates for Improved Risk Education to Support Small Businesses
ICA Advocates for Improved Risk Education to Support Small Businesses
21 Apr 2026: Paige Estritori
The Insurance Council of Australia (ICA) has recently emphasized the need for improved risk education programs tailored for small and medium-sized enterprises (SMEs). This initiative aims to equip business owners with the knowledge and tools necessary to manage risks effectively and navigate the complexities of the insurance market. - read more
Café's Underinsurance Leads to Reduced Payouts After Storm Damage
Café's Underinsurance Leads to Reduced Payouts After Storm Damage
21 Apr 2026: Paige Estritori
In February 2026, a café and catering business faced significant financial challenges after a storm caused extensive damage, leading to a prolonged closure. The Australian Financial Complaints Authority (AFCA) ruled that the café's underinsurance resulted in reduced claim payouts, highlighting the critical need for businesses to ensure their insurance coverage accurately reflects their risk exposure. - 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
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
A Farmer's Guide to Essential Farm Insurance Terminology
A Farmer's Guide to Essential Farm Insurance Terminology
Farming is a vital industry in Australia, requiring significant investment in equipment, crops, livestock, and labour. As with any major investment, protecting it is crucial. That's where farm insurance comes in. - 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
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
Understanding Farm Equipment Insurance: A Breakdown for Australian Farmers
Understanding Farm Equipment Insurance: A Breakdown for Australian Farmers
In the dynamic world of Australian agriculture, farm equipment plays a crucial role in the day-to-day operations of farms. From tractors to harvesters, having the right machinery means managing your farm more efficiently. However, the high value of this equipment makes it essential to protect it adequately through insurance. - 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
Building Resilience Against Natural Disasters: Practical Steps for Aussie Farmers
Building Resilience Against Natural Disasters: Practical Steps for Aussie Farmers
Australian farmers face an array of natural disasters that can threaten livelihoods and disrupt the delicate balance of agricultural ecosystems. From devastating bushfires and droughts to powerful storms and floods, these catastrophic events pose serious risks to the farming community. Understanding and preparing for these forces is not just about survival; it's about building a sustainable future for farms across the continent. - 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
Insurance for Hobby Farms: Finding the Right Coverage
Insurance for Hobby Farms: Finding the Right Coverage
Hobby farming has become increasingly popular in Australia, with many individuals and families embracing the joys of growing their own produce, raising livestock, and enjoying a rural lifestyle. Whether it's a small vegetable garden, a few chickens, or a larger mixed farming operation, hobby farms offer both relaxation and a connection to nature. - 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
Public Liability Insurance:
A very broad term for insurance covering liability exposures for individuals and business owners. It provides broad coverage, generally including all exposures for property damage and bodily injury.