How to dispute a total loss valuation

Step 1: Get the valuation and the reasons

Ask your insurer for the valuation and any comparable cars they relied on. You need to know exactly what was valued before you can check it.

Step 2: Check the details

Compare the year, make, model, variant and kilometres with your rego papers, build plate and odometer reading at the date of loss. Note anything that's missing, such as accessories.

Step 3: Gather evidence

Collect screenshots of cars for sale in your state that match yours, with similar kilometres and no damage or write-off history, plus invoices or current listings for accessories. Write down where each one came from and the date.

Step 4: Write to your insurer

Send your evidence and ask the insurer to review the valuation. Keep it factual: what was valued, what you found, and the figures. Keep copies of everything.

Step 5: Make a complaint if it isn't resolved

If you're not satisfied with the response, you can make a complaint through the insurer's internal complaints process. Insurers generally have 30 calendar days to respond, under ASIC's rules for internal dispute resolution.

Step 6: AFCA

If the complaint isn't resolved to your satisfaction, or you don't get a response in time, you can contact the Australian Financial Complaints Authority (AFCA). It's free and independent. Time limits apply.

AFCA has published its approach to complaints about written-off cars, including its definition of market value. AFCA says each complaint is unique, its approach documents are a guide only, and no determination is a precedent for future cases. DisputeX isn't affiliated with AFCA.

How long does an insurer have to respond to a complaint?

Insurers generally have 30 calendar days to respond to a complaint, under ASIC's rules for internal dispute resolution.

Does it cost anything to go to AFCA?

No. AFCA is free for consumers. Time limits apply, so check them on AFCA's website.