Insurer Rejects Claim Over Diesel Fluid Mix-Up
Insurer Rejects Claim Over Diesel Fluid Mix-Up
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 While Suncorp admitted to referencing outdated PDS wording initially, AFCA deemed their reliance on the updated SPDS appropriate and found no obligation for the insurer to cover the incident.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
Source: Paige Estritori
Share this news item:
| AFCA Upholds Policyholder's Income Protection Benefits Against Zurich 12 Feb 2026: Paige Estritori The Australian Financial Complaints Authority (AFCA) has recently ruled against Zurich Insurance, instructing the insurer to maintain the current income protection benefits for a policyholder after an 11-year delay in proposing a reduction. This decision underscores the critical importance of timely and transparent communication between insurers and their clients. - read more |
| Neos Recognized as Leading Income Protection Insurer in 2025 12 Feb 2026: Paige Estritori In the 2025 Life Insurance Awards presented by Money Magazine, Neos has been honored as the top provider in the Income Protection Insurance category. This accolade reflects Neos's commitment to delivering comprehensive and reliable income protection solutions to Australians. - read more |
| Northern Australian Marinas Struggle with Rising Insurance Costs 12 Feb 2026: Paige Estritori Marina operators in Northern Australia are confronting a significant crisis as insurance premiums escalate dramatically, with some experiencing increases exceeding 300% over recent years. This surge in costs is placing immense financial strain on the industry, prompting urgent calls for government intervention. - read more |
| GT Insurance Provides Flexible Solutions Amid Global Trade Shifts 12 Feb 2026: Paige Estritori As global trade dynamics undergo significant shifts, GT Insurance is reaffirming its commitment to supporting marine clients navigating these challenges. The recent imposition of US tariffs—25% on Australian steel and aluminium, and 10% on other exported goods—has introduced new uncertainties for local exporters, particularly in sectors like beef and bulk freight. These tariffs, effective from April 5, 2025, have prompted concerns about declining export volumes and reduced freight margins. - read more |
| Understanding Income Protection: How Much Insurance Do You Really Need? Income protection insurance is a type of policy designed to provide you with a safety net in case you’re unable to work due to illness or injury. The concept hinges on securing a portion of your earned income when adverse health conditions impede your ability to generate revenue through your profession. This protection becomes a financial bulwark, ensuring that despite unforeseen health challenges, your livelihood is safeguarded and your lifestyle can be maintained as closely as possible to your current standard. - read more
|
| Protecting Your Future: A Simple Approach to Life and Disability Insurance Welcome to the crucial conversation about safeguarding your future through life and disability insurance. Many of us ponder the distant horizon of life's 'what ifs,' but are we truly prepared? The reality is that our financial security can be drastically affected by unforeseen events—a serious illness or a sudden disability that prevents us from working. That's where life and disability insurance come into play, serving as critical safety nets that can keep us afloat during tough times. - read more
|
| Why Income Protection Insurance is Essential for Every Australian Adult Income protection insurance is designed to provide financial support to individuals who are unable to work due to illness or injury. This type of insurance ensures that you continue to receive a portion of your income, allowing you to maintain your standard of living even when unexpected circumstances arise. - read more
|
| Life Insurance Comparison: Key Questions to Ask Your Insurer Life insurance is a crucial consideration for middle-aged to older Australians. It provides financial security for your loved ones in the unfortunate event of your death. Understanding the various options available is vital to making an informed decision. - read more
|
That part of an insurance claim that must be paid by an insured person before the the balance is paid by the insurer.