For the insurance industry, the most concerning datapoint sits at the top of AFCA’s issues list: delay in claim handling was the most complained about issue across financial services, with 9,274 complaints. That was followed by a steep surge in misleading product or service information (8,457 complaints, up 110%), while denial of claim ranked fourth — and is accelerating quickly, rising to 6,362 complaints, up 32% in 2025.