The Australian Financial Complaints Authority is seeking submissions on its handling of superannuation-related insurance disputes.

It says two approach documents have been developed to provide greater clarity on what to expect from its processes and more transparency on the way complaints are handled and decisions made, and to ensure consistent outcomes for complaints.

“The documents will help complainants, financial firms and stakeholders understand how AFCA considers certain complaints about life insurance within superannuation and delayed insurance claims in superannuation,” the ombudsman says. “They outline how AFCA applies legal principles, industry codes, regulatory guidance and considers good industry practice when investigating these complaints. 

“The documents are informed by feedback received during our complaint handling process with our stakeholders, including government, regulators, financial firms and industry associations.”

The closing date for submissions is September 30. Click here for details.