Complaints data can tell us a lot about what customers are experiencing and where firms can make improvements.

In this session, we will hear from AFCA about the latest insurance trends revealed through the Datacube, including complaint volumes, types and outcomes, and what these patterns signal for the sector.

We will also hear about the new monthly update process commencing in October 2025. Discussion will cover the Datacube’s role as a public transparency tool and provide an overview of how the new update process will operate for firms.

Key takeaways:

• Fresh insights into data showing where insurance complaints are rising, where they are falling, and what this means for firms.

• Changes firms can expect from the new Datacube monthly update process.

•   Practical ways firms can prepare for the changes and leverage data for positive customer outcomes.

Speakers

Alfie Hills, Head of Membership Services and Customer Experience, AFCA

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Peter Fisher, Head of Service Delivery for Insurance and Superannuation, AFCA

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Registrations: https://anziif.com/professional-development/webinars/the-evolving-complaints-landscape-afca-datacube