We will do everything possible to reach a resolution within the terms of the policy. If, however, you are not satisfied with our decision, you may choose to refer the matter to the Australian Financial Complaints Authority (AFCA), which is an independent external dispute resolution scheme. The AFCA scheme offers claimants an impartial alternative to litigation and insurers are bound by any determinations made by AFCA. Like our IDR process, the AFCA scheme is free to claimants.