The Insurance Council of Australia (ICA) has reiterated that insurers are set to conduct in-person consultations in Far North Queensland later this month in an effort to provide ongoing assistance to customers affected by Tropical Cyclone Jasper.
The consultations will take place in Port Douglas on January 23 and Cairns on January 24.
Following the storm and subsequent flooding on December 10, 2023, the ICA and insurers have been actively supporting customers in the region. They have been present at recovery centres, working alongside government and other support agencies.
The insurer-led consultations and townhalls are seen as integral components of the standard catastrophe declaration process. These events aim to inform customers about the claims process and offer the opportunity for one-on-one discussions with insurers regarding their specific claims.
In-person consultation details:
Policyholders are encouraged to book appointments at: https://insurancecouncil.com.au/news-hub/current-catastrophes/catastrophe-232-tc-jasper/.
The ICA advised impacted policyholders to initiate or continue their claims process by contacting their insurer. As of January 16, insurers had received over 6,924 claims, with 72% relating to property, 18% to motor, and 9% commercial claims.
As the recovery progresses and access to previously cut-off areas is restored, the ICA emphasises that customers are not obligated to retain destroyed property that may pose health risks. Instead, they are advised to document the damage through photos and videos, note identifying information, and keep material samples.
“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,” said ICA CEO Andrew Hall. “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.”
In a recent statement, Suncorp Group (Suncorp) confirmed that it has intensified its ground support to expedite claims for customers impacted by Tropical Cyclone Jasper in Far North Queensland and recent storms in the southeast of the state.
Additional specialised assessing resources have joined claims managers and customer support teams in impacted regions at recovery hubs.
Suncorp CEO Steve Johnston, who visited Cairns on Wednesday, underscored the severity of the weather events and the ongoing efforts to process claims promptly.
“From a cyclone, flooding and storms that have impacted the east coast since November, our teams are currently dealing with nearly 28,000 total insurance claims across not only Queensland but New South Wales and Victoria as well, including more than 20,000 claims for homes,” he said. “Queensland has been the hardest hit with more than 17,500 total claims, including more than 13,900 for homes. This includes a total of more than 2,000 claims in the Far North and more than 14,000 total claims in the South East.”
Johnston thanked the Suncorp teams for finalising nearly a quarter of claims in Queensland. Customer support teams, assessors, and builders are actively aiding customers, offering assistance from lodging claims to arranging temporary accommodation.
“We will continue to support our customers and their communities and will work with the government to make sure what should be done is being done as part of recovery efforts,” he said.
