Insurance Council of Australia

Disaster & catastrophes

ICA and insurers host forums to support south east Queenslanders

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ICA and insurers host forums to support south east Queenslanders

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News release

Friday, 19 January 2024

The Insurance Council of Australia (ICA) will host community information forums and insurer consultations in three south-east Queensland communities impacted by the Christmas to New Year storms, later this month.

The forums and in-person consultations, to be held from 31 January to 2 February, will be held in Upper Coomera, Jimboomba and Tamborine Mountain, providing information and support for customers impacted by the storms.

The forums give policyholders an opportunity to meet in-person with their insurer, as well as provide useful information on the claims process and complaints avenues.

Upper Coomera Centre - Multipurpose Hall: Wednesday, 31 January

  • Consultations: 12pm to 5pm
  • Townhall: 6pm 

Jimboomba Community and District Hall: Thursday, 1 February

  • Consultations: 12pm to 5pm
  • Townhall: 6pm

Vonda Youngman Centre: Friday, 2 February

  • Consultations: 12pm to 5pm
  • Townhall: 6pm

Representatives from various insurance companies will be present to answer questions and provide individual assistance.

Insurance customers can also seek advice from Legal Aid and the Australian Financial Complaints Authority (AFCA), who will also be present.

Policyholders in surrounding areas are encouraged to book an appointment. To check availability and to book, visit www.insurancecouncil.com.au/SEQBookings

Quote attributable to ICA CEO Andrew Hall:

These storms caused significant damage across the Gold Coast hinterland and Scenic Rim region, resulting in more than 45,000 insurance claims, and the recovery has been challenging due to infrastructure damage.

These forums offer a valuable opportunity for policyholders to connect directly with their insurer, learn about the claims process, and access resources to navigate their recovery.

The ICA and insurers are committed to supporting insurance customers through this difficult time.

Our representatives will be available at the forums to provide assistance and ensure everyone receives the support they need.

 

Useful links

icon Media Release
icon Catastrophe 233: Christmas and New Year Storms

Book an appointment for insurer consultations and townhall in far north Queensland

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Insurers supporting customers in far north Queensland

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News release

Tuesday, 11 January 2024

The Insurance Council of Australia (ICA) and insurers will be in far north Queensland later this month to provide additional support for customers following Tropical Cyclone Jasper.

In-person consultations will be available in Port Douglas on Tuesday 23 January and in Cairns on Wednesday 24 January and include a community townhall and one-on-one meetings with insurers.

Since the storm and flood on 10 December 2023 insurers and the ICA have been in the area supporting customers directly and in attendance at recovery centres alongside government and other support agencies.

The insurer-run consultations and townhalls are part of the normal catastrophe declaration process and will give customers the opportunity to hear more about the claims process generally as well as speak with their insurer directly about their claim.

Port Douglas Community Hall: Tuesday, 23 January

  • Consultations: 12pm to 5pm
  • Townhall: 6pm 

Brothers Leagues Club Cairns: Wednesday, 24 January

  • Consultations: 12pm to 5pm
  • Townhall: 6pm

Booking details are now available and policyholders are encouraged to book an appointment at www.insurancecouncil.com.au/FNQBookings

In the meantime, impacted policyholders can contact their insurer at any stage as they commence or continue their claims process.

To date, insurers have received more than 6,924 claims, including 72 per cent property claims, 17 per cent motor claims and nine per cent commercial claims.

As the recovery process continues and access to cut-off areas is restored, the ICA is reminding customers that they are not required to keep destroyed property, including wet carpet and furnishings, that may pose a health risk.

Instead, they should document the damage with photos and videos, note any identifying information, and keep material samples.

Quote attributable to ICA CEO Andrew Hall:

We know the damage from severe weather events extends well beyond the physical loss of property and assets, with the human and emotional impact often hitting hardest.

It is for this very reason the ICA and insurers are committed to being present and on the ground to support policyholders as they navigate this difficult time, with consultations and townhalls providing information and assistance directly to those impacted.

Insurers continue to work alongside local, State and Federal Government stakeholders and agencies to resolve any issues as soon they become known.

Useful links

icon Media Release
icon Catastrophe 232: Tropical Cyclone Jasper

Insurers supporting customers in far north Queensland

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Insurers supporting customers in far north Queensland

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News release

Wednesday, 10 January 2024

The Insurance Council of Australia (ICA) and insurers will be in far north Queensland later this month to provide additional support for customers following Tropical Cyclone Jasper.

In-person consultations will be available in Port Douglas on Tuesday 23 January and in Cairns on Wednesday 24 January and include a community townhall and one-on-one meetings with insurers.

Since the storm and flood on 10 December 2023 insurers and the ICA have been in the area supporting customers directly and in attendance at recovery centres alongside government and other support agencies.

The insurer-run consultations and townhalls are part of the normal catastrophe declaration process and will give customers the opportunity to hear more about the claims process generally as well as speak with their insurer directly about their claim.

The consultations will take place at:

  • Port Douglas Community Hall, 23 January
  • Brothers Leagues Club Cairns, 24 January

Bookings will be available in coming days.

In the meantime, impacted policyholders can contact their insurer at any stage as they commence or continue their claims process.

To date, insurers have received more than 6,300 claims, including 72 per cent property claims, 17 per cent motor claims and nine per cent commercial claims.

As the recovery process continues and access to cut-off areas is restored, the ICA is reminding customers that they are not required to keep destroyed property, including wet carpet and furnishings, that may pose a health risk.

Instead, they should document the damage with photos and videos, note any identifying information, and keep material samples.

Quote attributable to ICA CEO Andrew Hall:

We know the damage from severe weather events extends well beyond the physical loss of property and assets, with the human and emotional impact often hitting hardest.

It is for this very reason the ICA and insurers are committed to being present and on the ground to support policyholders as they navigate this difficult time, with consultations and townhalls providing information and assistance directly to those impacted.

Insurers continue to work alongside local, State and Federal Government stakeholders and agencies to resolve any issues as soon they become known.

 

Useful links

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Catastrophe Declaration extended to include New Year storms

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Catastrophe Declaration extended to include New Year storms

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News release

Wednesday, 3 January 2023

The Insurance Council of Australia (ICA) has today extended its Insurance Catastrophe declaration for the recent storms, rain and flooding to 3 January, highlighting the extensive impact of severe weather across the east coast from Christmas through to the New Year.

Almost 38,000 insurance claims have been lodged following the weather that has impacted Queensland, New South Wales, and Victoria since 23 December.

The ICA’s Catastrophe declaration – known as Cat 233 – serves to escalate and prioritise the insurance industry’s response for affected policyholders.

Under the Catastrophe declaration:

  • Claims from affected policyholders will be given priority by insurers.
  • Claims will be triaged to direct urgent assistance to the worst-affected property owners.
  • ICA representatives are mobilised to work with local agencies and services and affected policyholders as soon as emergency services say it is safe to do so.
  • Insurers mobilise disaster response specialists to assist affected customers with claims and assessments as soon as emergency services say it is safe to do so.
  • An industry taskforce is established to identify and address issues arising from this catastrophe.

Data from insurers shows that the Gold Coast has seen the highest concentration of claims.

A separate declaration (Cat 232) has been made for TC Jasper and flooding in far north Queensland.

Quote attributable to Andrew Hall, CEO, Insurance Council of Australia:

The volume and intensity of the storms that have impacted three states prior to Christmas has caused substantial damage.

These severe storms have caused significant stress and uncertainty to those impacted, and insurers are already assisting customers with claims and the recovery process.

Insurance assessors are being deployed to the most recently affected communities from today.

Those impacted should contact their insurer even if they don’t know the full extent of the damage.

Damaged contents such as furnishings and carpet do not need to be retained, but keeping a record or sample will help with the claims process.

The ICA and insurers are working with government authorities to make sure insurance customers get access to information and assistance as soon as possible.

 

Useful links

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What to expect from the insurance recovery and claims process

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Insurance recovery and claims process

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After disaster hits

Commence claim

First step is contacting your insurer and you can do this, even if you don’t know the full-extent of damage.

Make safe 

If your property has been damaged, your insurer will arrange emergency works as soon as it is safe to do so to minimise any hazards and prevent further damage. This can include removing loose debris, isolating damaged solar panels or electrical circuits and installing a roof tarp.

Assessing the damage

An insurance assessor (or claims adjuster) will inspect the damage to your property. Specialist reports may be required to determine aspects of your claim, for example Hydrologists may be required to determine the cause of water inundation and Engineers may be required to consider any structural damage.

Claim decision

This is a key claim milestone where your Insurer will confirm what you are covered for.  The nature of a claim will determine how long it takes to make a claim decision, for example where specialist reports are required the decision process will generally take longer 

Scope of Work (or Statement of Work)

The Scope of Work is the written report that sets out the repair or rebuild work to be performed and end products that are expected to be used. It’s important to read the report and let your insurer know if changes are required. The initial scope of works may need to be reassessed after repairs have started or if further damage is uncovered – and that is ok, revision of the scope of works is a normal part of the process.

Repair / replace or cash settlement

Repair or replace 

Once your Scope of Work has been agreed, it’s time to repair or replace the damaged property. If your insurer is managing the repair/rebuild, they will appoint a builder, arrange the contracts and notify you of the construction schedule. Your insurer will also manage local council approvals as required.

Cash settlement

Alternatively, you may take a cash settlement to manage the repair or rebuilding work yourself. It’s important that you comply with council regulations and buildings codes, as well as using a licensed builder. If you fail to do this, your home may not be insurable in the future.

Feedback / complaints

If you are unhappy with the handling of your insurance claim, you can lodge a complaint with your insurer. Your insurer has a dedicated dispute resolution process to resolve your concerns. And as AFCA will highlight, if you need further assistance, you can contact the Australian Financial Complaints Authority.

Useful links

Code of Practice
Cyclones
Current catastrophes
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Insurers warn cyclone and flood impacted communities to beware of ‘disaster chasers’

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Insurers warn cyclone and flood impacted communities to beware of ‘disaster chasers’

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News release

Tuesday, 02 January 2024

The Insurance Council of Australia (ICA) is urging vulnerable residents in North Queensland to be wary of exploitative “disaster chasers” operating in their community.

Disaster chasers are opportunistic individuals who offer quick-fix cleanup, repairs, and inspections, often demanding upfront cash payments for shoddy or incomplete work.

Some disaster chasers pressure homeowners to sign a contract on the spot for future repair work and may promise their insurer will pay.

This can leave the homeowner liable to pay a commission or inflated repair bills not covered by their insurance policy, as insurers will only pay for approved work that is covered by a policy.

Residents who believe they may have been approached by or signed with a disaster chaser should seek guidance from their insurer.

Tips for identifying and dealing with a disaster chaser: 

  • An insurer will not send a tradesperson or builder to your home without notifying you and providing you with details  
  • Speak to your insurer before agreeing to any repairs or rebuilding work to make sure your insurer will cover the work 
  • A tradesperson or builder who is working for your insurer will not ask you for payment 
  • If in doubt, ask for identification such as a builder’s licence or driver’s licence, and ring your insurer to check 
  • If you sign a contract with a disaster chaser, you have a statutory 10-day cooling-off period. Your insurer can help you end the relationship with the disaster chaser.

Policyholders in North Queensland have lodged 6,083 insurance claims since 10 December 2023, however it’s too early to estimate the cost of the damage.

Quote attributable to Insurance Council of Australia CEO Andrew Hall: 

Unfortunately, extreme weather events like cyclones and flooding often attract unscrupulous individuals who exploit the vulnerability of affected communities.

We urge insurance customers to be vigilant and protect themselves from these predatory practices.

Contact your insurer, verify credentials, and don't let untrustworthy individuals cloud your judgment. 

Insurers are on the ground in far north Queensland to assist impacted customers and we urge residents to reach out to their insurer to help them get back on their feet.

Useful links

What to do after severe storms
icon Media Release PDF
icon Printable Fact Sheet: Disaster Chasers
icon Ducimus qui blanditlls
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