Not impressed with the speed or the communications (partly our fault, but not all). This is probably due to over-automation and a failure to include manual checks on the progress of unsettled claims. Our claim was made over a year ago and is still incomplete (see above). A close relative made a similar claim directly with the same airline (Qantas). Her settlement was received within a few months. Therefore one has to balance the convenience of leaving all the work to someone else (using the advantage of their experienced handling and 'group pressure') against the loss of 30% of the claim value and the time taken before success is achieved. Overall it is the lack of progress information and the time taken to receive a result that has been the reason for the low score. UPDATE 26.6.2023. The second claim has been resolved therefore the main difficulty with Air Advisor has been the lack of clarity on the process used. Suggestions are (a) submit single claims - I submitted on behalf of myself and my wife and this appears to cause delays (b) it would be beneficial if claim status updates could be provided - after a year without any communication I was seriously thinking that I had been the victim of some sort of scam. A simple 'we are still pursuing your claim' message should be easy to send automatically for all outstanding claims. I take a professional interest in this as I am an ex-claims manager for multinational companies and have been involved in producing and defending against multi-million dollar claims many times.