Emma provided an update on AFCA complaints trends and insights, with a particular focus on general and life insurance. She talked about some of the environmental influences on complaint volumes and trends, and AFCA’s role in resolving individual complaints and investigating systemic issues. She reflected on the value of firms examining complaints data to help improve customer outcomes, maintain and build brand value, and reduce complaint costs.
Emma Curtis, Lead Ombudsman – Insurance, Australian Financial Complaints Authority
Emma is a member of the AFCA executive team and leads the team of over 40 insurance decision makers at AFCA. Her expertise includes general insurance, life insurance and insurance brokers.
She has over 25 years’ experience in financial services law and governance, complaint resolution, and over 10 years as a regulator.
Before joining AFCA as Lead Ombudsman - Insurance Emma was the Senior Executive Leader of the Insurance supervision team at ASIC. Emma led the ASIC Insurers team through the period covering the Financial Services Royal Commission, the 2019 bushfires and the unfolding of the COVID-19 pandemic.
Emma also has prior experience in senior in-house legal roles with Australian financial services firms.