Suncorp has received more than 2,100 claims related to recent flooding across New South Wales’s Mid North Coast and Hunter regions.
The breakdown included approximately 1,600 residential property claims, 400 motor vehicle claims, and close to 100 for commercial properties.
Chief executive Steve Johnston visited Port Macquarie this week to meet with affected customers.
“The devastation across the region is heartbreaking; my thoughts are with every individual and family impacted by these floods,” he said. “My team and I are here to offer direct support, listen to their concerns, and ensure they have everything they need to live safely while we get going on rebuilding.”
He stated that although progress has been made in disaster mitigation, more coordinated funding is necessary.
To support recovery operations, Suncorp deployed two mobile disaster units to Port Macquarie and Taree starting May 28. These mobile hubs allow policyholders to lodge claims, receive guidance, and access immediate assistance.
The hubs have since rotated through several towns, including Wauchope and Wingham, as part of an effort to increase service coverage.
The insurer noted that its mobile support fleet has travelled over 16,000 kilometres in the past six months, helping communities recover from multiple events. It has also bolstered its claims operations, adding 150 permanent roles to its home claims division since 2022 and introducing a scalable response team to manage demand during large-scale weather incidents.
Suncorp also leverages its Disaster Management Centre in Brisbane, which provides real-time event monitoring.
Johnston said these capabilities help assess impact at the street level and enable faster service delivery to affected customers.
“Our focus remains on continuous improvement, especially for complex natural disaster claims and our most vulnerable customers,” he said. “We now have a dedicated team committed to these challenging situations, ensuring personalised and thorough support.”
As part of its evolving claims management strategy, Suncorp has introduced AI and automation to handle high-volume, low-complexity claims.
For example, more than 7,000 food spoilage claims after ex-Tropical Cyclone Alfred were processed without manual intervention, according to Johnston.
The insurer continues to refine customer communications and support materials based on feedback, improving guidance around temporary housing, repairs, and claims procedures.
The Insurance Council of Australia (ICA) has confirmed more than 7,000 total claims from the event, with numbers rising as access to damaged properties improves.
In response, the ICA has declared the event an insurance catastrophe, activating an expedited claims handling protocol and an industry coordination taskforce.
Two recovery hubs were launched to provide in-person assistance: one at the corner of Gore and Gordon Streets in Port Macquarie, which closed on June 1, and another at the Taree Leagues Sports Centre, scheduled to operate until June 13 from 10am to 5pm daily.
Andrew Hall, CEO of the ICA, said direct contact with affected customers plays a central role in recovery operations.
The ICA also reactivated its disaster helpline (1800 734 621) to offer policyholders advice on navigating the claims process. The council’s taskforce will monitor unfolding developments and align industry efforts throughout the recovery period.
Johnston reiterated the need for joint action between insurers, governments, and communities to strengthen preparedness and mitigate future loss.
“We must collectively focus on enhancing our response to extreme weather events and, crucially, advocate for greater investment in preventative measures to build more resilient communities,” he said.
In May, Suncorp published its “Beyond the Event” report, analysing its operational response following ex-Tropical Cyclone Alfred. The report outlined the scale of damage and the company’s actions across pre-incident preparation, customer engagement, and post-event recovery.
