At AFCA, our General Insurance decision‑making team plays a critical role in resolving complaints that genuinely matter to insurance customers and the broader community. We work at the forefront of the sector, partnering with the Insurance Council of Australia, industry leaders, and consumer organisations to address the impacts of natural disasters, emerging trends, and issues affecting insurance customers nationwide.
We are now seeking an Ombudsman, Insurance to join our collaborative and highly respected team. This is an exceptional opportunity for a seasoned legal professional to apply their expertise in a role that delivers meaningful, lasting perks to the community.
About the role
As an Ombudsman, you will make fair and balanced decisions, individually and as part of a panel,
on standard and complex general insurance complaints in accordance with AFCA’s rules and fairness principles. Your decisions have real influence: when accepted by complainants, they are binding on insurers and help shape industry behaviour.
Beyond decision‑making, you will contribute to AFCA’s thought leadership and internal capability by:
- Coaching and mentoring Adjudicators, caseworkers, and colleagues
- Helping shape AFCA approaches and contributing to policy development
- Representing AFCA as a subject matter expert at external forums and conferences
- Strengthening our relationships with consumer groups, government bodies, regulators, insurers, and other key stakeholders