Income Protection Insurance Australia :: News
SHARE

Share this news item!

Insurer Rejects Claim Over Diesel Fluid Mix-Up

Insurer Rejects Claim Over Diesel Fluid Mix-Up

Insurer Rejects Claim Over Diesel Fluid Mix-Up?w=400

The information on this website is general in nature and does not take into account your objectives, financial situation, or needs. Consider seeking personal advice from a licensed adviser before acting on any information.

A contentious insurance claim has ended unfavourably for a motor policyholder after her husband mistakenly poured diesel exhaust fluid into her car's fuel tank.
Although the policyholder initially received assurances from a Suncorp representative that the use of AdBlue fluid wouldn't be considered improper fuelling – supposedly an excluded scenario under her policy – the claim was later denied.
This decision has sparked debate around policy definitions and customer service communication.

The policyholder argued that according to the product disclosure statement (PDS), only "incorrect fuel usage" was excluded, and as AdBlue is technically not a fuel, her claim should be valid. Additional grievances arose after alleging the insurer’s tow service inflicted further damage to her car, necessitating a new steering rack and wheel realignment.

Suncorp acknowledged the issue with its initial claim rejection, where the decision was based solely on the original PDS. However, the insurer pointed to a supplementary product disclosure statement (SPDS), which explicitly excludes coverage for damage resulting from using fluids not recommended by the vehicle's manufacturer. This key differentiation was reportedly communicated to the policyholder during her policy renewal.

The Australian Financial Complaints Authority (AFCA) sided with Suncorp, determining that the insurer did not mislead the customer about her claim status. While Suncorp admitted to referencing outdated PDS wording initially, AFCA deemed their reliance on the updated SPDS appropriate and found no obligation for the insurer to cover the incident. Additionally, AFCA found limited evidence to support the policyholder's accusations regarding damage caused by the towing service, reinforcing Suncorp's account of a winched, non-dragged vehicle recovery.

Despite these rulings, AFCA ordered Suncorp to compensate the policyholder $3000 for delay-induced inconveniences during the claim process, which left her without her vehicle for an extended period, citing the resulting undue stress and hassle.

This case highlights the importance of clear communication and understanding of policy amendments, emphasizing the role supplemental documents play during insurance assessments. Consumers are reminded to review documentation thoroughly during renewals to grasp the full scope of their insurance protections and exclusions.

Published:Wednesday, 16th Apr 2025
Author: Paige Estritori

Please Note: We do not endorse any specific products or companies. Some content is sourced from third parties, including press releases, and may not be independently verified for accuracy or completeness.

Share this news item:

Rate this article

Sign in with Google to rate

0 Comments

No comments yet. Be the first to share your thoughts.

Insurance News

Income Protection Complaints Remain a Key Life Insurance Pressure Point
Income Protection Complaints Remain a Key Life Insurance Pressure Point
28 Oct 2026: Paige Estritori
The Australian Financial Complaints Authority’s latest annual review has put income protection insurance back in focus, with the product again attracting the highest number of life insurance complaints in 2025-26. The figures are a useful reminder that the real value of cover is tested not at purchase, but when illness or injury interrupts a person’s capacity to earn. - read more
What Genetic Testing Reform Could Mean for Income Protection
What Genetic Testing Reform Could Mean for Income Protection
16 Sep 2026: Paige Estritori
Federal moves to restrict the use of genetic test results in life insurance underwriting have important implications for Australians who are thinking about income protection cover. The reform is designed to reduce the fear that taking a medically useful genetic test could later make it harder, more expensive or impossible to obtain personal insurance. - read more
Why Premium Differences Matter When Choosing Income Protection
Why Premium Differences Matter When Choosing Income Protection
09 Sep 2026: Paige Estritori
Recent income protection cost commentary has put a practical issue back in front of Australian workers: two policies that appear similar at first glance can carry very different long-term costs. For people relying on their income to meet mortgage repayments, rent, school fees, business expenses or family commitments, the premium is important, but it should not be viewed in isolation. - read more
ASIC Claims Scrutiny Highlights What Income Protection Customers Should Check
ASIC Claims Scrutiny Highlights What Income Protection Customers Should Check
02 Sep 2026: Paige Estritori
Recent regulatory attention on life insurance claims handling has again highlighted a practical issue for Australians who rely on income protection insurance: the value of cover is tested most clearly when a person is too unwell or injured to keep earning. While the industry has been working to improve service standards, the latest scrutiny reinforces that delays, unclear requests for information and poor communication can make an already stressful period harder for claimants. - read more
Latest APRA Figures Keep Income Protection Under the Spotlight
Latest APRA Figures Keep Income Protection Under the Spotlight
26 Aug 2026: Paige Estritori
APRA’s latest life insurance performance data has again highlighted why income protection remains one of the most closely watched parts of the Australian insurance market. While the broader life insurance sector has continued to show signs of improved stability, disability income products remain sensitive to claims trends, pricing assumptions and the length of time people stay off work after illness or injury. - read more
Life Code Findings Put Income Protection Claims Back Under the Microscope
Life Code Findings Put Income Protection Claims Back Under the Microscope
12 Aug 2026: Paige Estritori
The latest industry attention on Life Insurance Code compliance is another reminder that income protection insurance is not just about having a policy in place. For working Australians, the real test comes when illness or injury interrupts earnings and a claim needs to move from paperwork to practical financial support. - read more
Click for more Insurance News


Life Insurance Articles

Benefit and Wailting Periods: Choosing the Right Combination for Maximum Protection and Value
Benefit and Wailting Periods: Choosing the Right Combination for Maximum Protection and Value
In Australia, income protection insurance stands as a vital safeguard for professionals, ensuring security during times of unexpected illness or injury. It acts as a financial buffer, providing a percentage of your regular income, so you can maintain your lifestyle without the stress of lost earnings. - read more
Income Protection Insurance for Self-Employed Australians: How to Work Out Your Cover Needs
Income Protection Insurance for Self-Employed Australians: How to Work Out Your Cover Needs
Self-employed Australians often manage variable income, changing workloads and business risks without the same predictable cash flow as salaried employees. Income protection insurance can help replace part of your income if illness or injury prevents you from working, but the amount and type of cover you consider should reflect your expenses, income pattern, occupation and financial backup plans. - read more
How Income Protection Insurance Interacts With Sick Leave, Workers Compensation and Other Payments
How Income Protection Insurance Interacts With Sick Leave, Workers Compensation and Other Payments
Income protection benefits may be affected by sick leave, workers compensation, Centrelink payments or other income depending on your policy terms. This guide explains offsets, waiting periods and what Australian workers should check before claiming. - read more
Understanding Your Policy: Key Terms That Impact Your Insurance Claim Outcome
Understanding Your Policy: Key Terms That Impact Your Insurance Claim Outcome
Welcome to the beginning of your journey through the maze of insurance policy terms and conditions. For many Australians, navigating through an insurance policy can be as daunting as trying to understand a legal document. That's because, in a way, it is one. This section is designed to set the foundation for a comprehensive understanding of the key terms that impact your insurance claim outcomes. - read more
Maximizing Your Income Protection Payout: Tips and Strategies
Maximizing Your Income Protection Payout: Tips and Strategies
In the realm of personal finance, security is a cornerstone that cannot be overlooked, and this is where income protection insurance steps in. For Australians, the peace of mind that comes with knowing you're covered against loss of income due to illness or injury is invaluable. This form of coverage acts as a financial safety net, ensuring that life's unexpected twists do not leave you in a lurch. - read more
How to Protect Your Income During Health Setbacks: A Complete Guide
How to Protect Your Income During Health Setbacks: A Complete Guide
Income protection is a crucial safety net for Australians, offering financial security when health setbacks strike. This type of insurance ensures that you continue to receive a portion of your income if illness or injury prevents you from working. It’s an essential aspect of financial planning, providing peace of mind knowing that you can maintain your lifestyle even when unforeseen health issues arise. - read more


Start Here !
disability protection
Apply now for your free Insurance assessment and price comparisons!

Start Here:

Cover Type:
Postcode:

All quotes are provided obligation-free by a participating broker from our national referral partner network. We respect your Privacy.

All quotes are provided free and without obligation. We respect your privacy.

Knowledgebase
Replacement Cost:
The amount it would cost to replace or rebuild an insured asset with one of similar kind and quality, without depreciation.