‘Get a move on’: Flood victims, insurance firms at the table

Flood-hit Northern Rivers residents will be able to chase answers from the insurance industry straight from the horse’s mouth. Here’s how it will work.

Flood victims will be able to book a sit-down with their insurance company during September to discuss their claims face-to-face.

The Insurance Council of Australia (ICA) and insurers will travel to Northern NSW and southeast Queensland flood-impacted communities to deliver the in-person meetings with customers affected by this year’s floods and severe weather.

ICA CEO Andrew Hall said the sit-downs will allow customers to talk about specific details of their claims and the claims process.

Speaking in Lismore today (August 31), Mr Hall acknowledged the frustration and anxiety surrounding the progress of claims, but said companies had processes in place to ensure customers received everything they are entitled to under their policies.

“I know many customers welcomed the opportunity in May to meet with us and insurers when we travelled around southeast Queensland and Northern NSW for in-person consultations,” Mr Hall said.

State MP for Lismore, Janelle Saffin, reiterated the importance of the community sticking together in order to get through these uncertain times.

“If we pull together we will be okay, we’ll survive and adapt.”

The cost of this year’s floods across southeast Queensland and Northern New South Wales is $5.275 billion, making it Australia’s second costliest natural disaster of all time.

Lismore has around 7000 claims from the flood with approximately $200 million in cash settlements being paid and $300 million outstanding.

Insurance Council of Australia CEO Andrew Hall with local state MP Janelle Saffin in Lismore today.

Mr Hall said the Insurance Council is working to get people back in their homes but there is no closure point simply due to the enormity of the event and lack of tradespeople and building materials.

“We simply don’t have the manpower to do this amount of claims (all at once),” Mr Hall said.

A lot of ‘lessons’ are coming out of Lismore, especially around temporary accommodation.

“I think many residents would prefer to have pods and homes put on their front lawn and be able to supervise the rebuild and insurers are fully open to that,” Mr Hall said.

“I also think we need to get a move on and make the decisions so people can get some certainty around whether to build back in their area and proceed or whether there will be other options for them to pursue.

“There will be representatives from Australian Financial Complaints Authority (AFCA), the ombudsman, and legal aid who can give independent free advice.”

Appointments are essential for both the in-person and virtual meetings.

To book go to insurancecouncil.com.au/bookings