Why we exist
Every year, thousands of Australian homeowners have legitimate claims denied, delayed, or underpaid. Most accept it.
The imbalance
Their side
Claims managers, assessors, quantity surveyors, builders, legal teams. They know every boundary, every obligation, every pressure point.
Your side
A policy you've never fully read, a claim number, and a call centre.
This isn't a criticism of individuals. It's a structural reality — an asymmetry of knowledge, resources, and power that consistently favours the institution.
You shouldn't need to become an expert in insurance law just to get your home repaired.
104,861
Complaints received by AFCA in 2023–24
#1
General insurance is the most complained-about product
72%
Of resolved complaints resulted in a consumer outcome
Source: AFCA Annual Review 2023–24
What happens in practice
You lodge your claim
Damage to your home. You file a claim, expecting the process to be straightforward.
Your claims manager changes. Then changes again.
Each time you start from the beginning — re-explaining your story to someone with no context.
Reports are ordered. Then more reports.
Another engineering assessment. Another re-attendance. Another expert assessing what's already been assessed. The file grows. Your home sits unrepaired.
A decision arrives. It doesn't add up.
Declined on a narrow interpretation, or settled for a fraction of the actual loss. Once made, the machinery closes ranks around it.
Months pass. You wait.
Living in damaged property. Chasing updates. Navigating confusion. The insurer controls the timeline.
You accept. Because what else can you do?
The gap between what your policy provides and what you received becomes your problem alone.
Your rights
30 days
Your insurer must respond to your IDR complaint
AFCA
Escalate immediately if they miss the deadline
Binding
AFCA decisions are binding on the insurer, free for you
These mechanisms work. But they work best when you understand the process, the obligations, and the evidence required.
Our purpose
Insider expertise
Years inside the claims process at major Australian insurers — managing assessors, policy wordings, and dispute outcomes.
Fixed fees
No percentage of your settlement. No incentive to inflate. No conflict between our interests and yours.
Evidence-based advocacy
Not legal threats. Not inflated demands. Disciplined advocacy through the channels that already exist.
We spent years inside the insurance claims machine — managing the processes that decide whether your claim gets paid. We saw how the system works. We chose to use that knowledge differently.
The founders of Kratos Advisory
Strength. Precision. Resolution.
Claims advocacy for Australian homeowners.
hello@kratosadvisory.com.au