Insurance company establishes community hub for flood-affected Far North residents

A major insurance provider has challenged claims it’s lowballed Far North customers following Tropical Cyclone Jasper but admits the company could have done better ahead of key meetings with customers next week.

Sure Insurance will meet with potentially hundreds of customers in Cairns next week in a bid "fast-track" claims, founder and chief executive, Bradley Heath says.

A major insurance provider has challenged claims it’s lowballed Far North customers following Tropical Cyclone Jasper but admits the company could have done better ahead of key meetings with customers next week.

Sure Insurance drew criticism from community groups and claimants as the company battled to process more than 3,000 claims related to the natural disaster and Tropical Cyclone Kirrily this wet season.

In response, the underwriting agency will open a community hub in Cairns next week, inviting 400 of its most severely affected customers to meet in a bid to “fast-track” claims across the region.

“Our job is to provide certainty and I’ll put my hand up and say that I think we need to do that better,” founder Bradley Heath said.

“What we’re hoping to do is sit down, deal with any outstanding issues and finalise those claims. It’s about getting people back in their houses as soon as possible.

“That’s what this customer hub is about. Bring in what your situation is and we’ll have the right people there to make the decisions on the spot.”

Single dad Josh Sinnott bought his home at Holloways Beach with his partner just before December's floods and had only moved his furniture in before everything flooded on the Sunday. Mr Sinnott claimed his insurance company, Sure Insurance, significantly underquoted the cost of the repair work needed. Picture: Brendan Radke

Criticisms that Sure has provided low estimates on repairs to customers were concerning, Mr Heath said, with the company committed to working through claims thoroughly.

“We set this business up to be fair,” he said. “There is little incentive for Sure to lowball claims because if a complaint is then made to the industry complaints body, we are going to be told to pay more money.

“Often there are disputes about how to do a job and what needs to be stripped out.

“But we have a responsibility to all of our 60,000-plus policy holders to make sure the correct amount is paid out for claims.

“That’s part of our role to ensure that our premiums are kept as low as possible. I would never sanction us (using) lowballing tactics in a negotiation.

“That’s just not who we are.”

Machans Beach resident Thomas Herridge had floodwater rush through his home on December 17, leaving him, his partner and two young daughters without a liveable home. Mr Herridge has disputed with his insurer, Sure Insurance, over the costs of repairs to his home. Picture: Brendan Radke

Sure has finalised around 50 per cent of its claims with the company almost quadrupling the size of its claims team in recent months, Mr Heath said.

“We’d always like it faster and our customers want it faster as well,” he said.

“It’s a lot of claims and several of those are quite serious claims and they take a while to repair. We’re rebuilding a house from the frame outwards.

“We’re also doing drying, restoration and strip-out. When you think about how long it takes to fit a home with kitchens and bathrooms and walls, it takes months.

“It does take a long time to do this.

“It’s not in our interest to slow things down because of the cost of alternative accommodation.

“Having said that, you’ve got to do it properly because we don’t want to create problems for our customers down the track.”

Sure Insurance will open its community hub on Tuesday. Customers should contact the company directly for information.

Originally published as Insurance company establishes community hub for flood-affected Far North residents