Australia travel insurance claim: who has to prove what?

Smartraveller’s complaint guidance explains that, in an AFCA dispute, the claimant generally needs to establish that the loss falls within the policy cover, while the insurer must establish that an exclusion it relies on applies. That makes the policy wording and evidence of the loss especially important. Official source: Smartraveller / CHOICE travel insurance complaint guide. Guide: https://getinstantlaw.com/travel-insurance-claims-disputes