The insurance industry has mobilised resources across flood-hit areas of New South Wales, responding to widespread damage in the Mid North Coast, Hunter, and Greater Sydney regions.
As of May 26, more than 4,100 claims have been lodged, with insurers urging customers to begin property clean-up where safe, even before assessors arrive.
An insurance hub, coordinated by the Insurance Council of Australia (ICA), is scheduled to open on May 27 at the Taree Leagues Sports Club. Representatives from multiple insurers will be available on-site to help policyholders understand the claims process and discuss individual cases.
Insurers are instructing affected residents to document damage extensively – using photographs, video, and itemised records – and to dispose of irreparably damaged materials that could pose health risks. Where possible, physical samples, such as a portion of damaged carpet, should be retained.
Andrew Hall, CEO of the ICA, said safety remains the primary concern.
“While clean-up is well and truly underway in many communities, safety is always the number one priority. Flood waters can bring debris and cause electrical damage, so we encourage locals to take extra precaution and follow advice of local authorities,” he said.
He also noted that discussions are underway with the NSW Reconstruction Authority regarding broader insurer engagement at recovery centres along the coast.
Suncorp Group has reported over 1,300 claims as of May 26, the majority related to residential properties.
The insurer has set up mobile disaster response hubs in Taree and Port Macquarie and is providing in-person assistance through teams stationed at regional recovery centres.
Suncorp CEO Steve Johnston said the company’s response to the floods included welfare calls and emergency repairs through its partner network.
“Our teams are already scaled up and assisting customers over the weekend with proactive welfare calls, while on the ground our builders are focused on emergency repairs and our assessors are surveying the damage,” he said.
He advised customers not to delay clean-up.
“Customers don’t need to be at home or have a copy of their policy to lodge your claim – we will have their details. The sooner you contact us, the sooner we can start the recovery process,” Johnston said.
Insurance Australia Group (IAG) – which includes NRMA Insurance, CGU, and WFI – has processed over 1,200 claims as of May 26.
NRMA’s mobile units have been deployed in Taree and Kempsey to assist affected communities.
“We urge everyone to make safety their priority and, wherever possible, check to ensure their neighbours and any vulnerable members of their local communities are safe,” said Luke Gallagher, executive general manager claims at NRMA Insurance.
Allianz Australia has also deployed customer service teams.
“Allianz is well prepared to assist customers in the impacted regions. While claims have been modest so far, we expect numbers to increase over the coming days as the event unfolds,” said Scott Cooper, national disaster and recovery manager.
In response to financial strain, Acenda is providing up to three months’ premium relief for eligible customers and access to support through its wellness platform, Vivo. Advisers are encouraged to proactively reach out to affected clients, said Michael Downey, general manager of distribution.
The National Disability Insurance Scheme (NDIS) has also put in place processes to expedite repairs and replacement of assistive technologies for impacted participants. The contact centre is prioritising calls from affected regions.
