Allianz sends disaster recovery team to Far North Queensland flood crisis

Allianz Australia has ramped up support efforts for policyholders affected by widespread flooding in Townsville and surrounding areas.

The insurer has deployed its Disaster & Recovery Team (DaRT) to assist customers with claims processing, temporary accommodation, and emergency relief. Its response includes direct engagement with affected communities at recovery centres in Townsville, Ingham, and Cardwell.

Allianz representatives are on-site to help customers lodge claims, arrange property assessments, and coordinate temporary housing solutions. Special outreach efforts have also been made to vulnerable customers, including welfare checks for those aged 75 and older, to provide claims assistance and ensure their well-being.

As of Feb. 18, Allianz has reported receiving approximately 1,000 flood-related claims.

Recovery and claims process

Scott Cooper, Allianz Australia’s national manager for disaster and recovery, emphasised the long-term nature of the recovery process.

“The team at Allianz is working hard towards the common goal of getting our customers and the communities where they live and work back on their feet,” he said.

He noted that maintaining strong connections with customers will be critical to the overall recovery effort as disaster recovery transitions to the assessment and repair phase.

To support affected policyholders, Allianz has set up an assistance hub at Ingham TAFE, where its team continues to provide face-to-face support for claims and recovery services.

Cyclone response measures 

Alongside its flood recovery efforts, Allianz has implemented a response plan for recent cyclone activity in northern Australia. The insurer said its primary focus is on ensuring the safety of its customers, employees, and local communities.

Cooper said that Allianz had mobilised emergency response measures, including allocating additional resources to manage claims, emergency repairs, and customer inquiries.

“We have planned for and responded to events of this nature before and will be with the community as recovery from this event unfolds,” he said.

The insurer’s cyclone response strategy includes: 

• expanded claims processing capacity – additional staff have been deployed to manage claims, with 24/7 availability via phone and online services
• local contractor partnerships – Allianz is working with builders and tradespeople in affected regions to accelerate repair work
• coordination with recovery partners – Allianz has engaged external partners to ensure a streamlined disaster response
• on-the-ground assessments – response teams were positioned in Port Hedland to monitor conditions and assess potential cyclone damage

Allianz has advised customers to stay informed through local emergency channels and visit its cyclone support webpage for safety tips and recovery guidance. Customers can lodge claims through the insurer’s hotline or online portal, which remain available 24/7.