RACQ has deployed its Mobile Member Centre to assist policyholders affected by flooding in North Queensland, setting up at Townsville Stadium to provide face-to-face claims support.
The insurer has also expanded its remote services to handle the rising volume of claims.
RACQ chief executive insurance Trent Sayers said teams are working both on-site and remotely to assist members with lodging claims and accessing recovery assistance.
“While it is relieving to see the damage in Townsville is not to the extent of previous events, we know many people in the community and our members have been impacted and supporting them through this recovery is our top priority,” he said.
As of Feb. 6, RACQ had received 386 claims, with 263 for property damage and 123 for motor vehicles. The insurer expects claims to increase as more residents return home.
The Insurance Council of Australia (ICA) reported more than 3,950 claims lodged with insurers as of Feb. 6, following severe storms and flooding in the region. It declared the event a “Significant Event” on Feb. 2 and continues to monitor its impact.
Floodwaters have left some areas inaccessible, delaying damage assessments and claims processing. The ICA has advised affected policyholders to document damage before disposing of items and to consult their insurers before initiating repairs.
A multi-insurer Insurance Hub has been established at Townsville Stadium, where representatives from RACQ, Suncorp, IAG, Hollard, Allianz, QBE, and Youi are assisting policyholders with claims and emergency support.
Suncorp has also deployed its Customer Support Team to Townsville. As of Feb. 4, the insurer had received 526 claims, comprising 402 for residential properties, 114 for vehicles, and 10 for commercial properties.
Suncorp chief executive consumer insurance Lisa Harrison said additional assessors and repair specialists were on standby.
Hollard has sent its Event and Recovery Team (HEART) to assist customers with claims processing and emergency needs.
Hollard chief operations officer Paige Vincent said in-person support is available for policyholders.
“Our team will be there in person to assist our customers, during what can be an incredibly stressful time to help make the claims process as smooth as possible,” she said.
IAG – which operates NRMA Insurance, CGU, WFI, and ROLLiN’ – has also mobilised claims teams in Townsville.
“We urge everyone to follow the directions and advice of the emergency authorities and to help ensure their family, friends, and neighbours are safe,” said Luke Gallagher, NRMA Insurance executive general manager of claims.
Insurers have advised policyholders to contact their provider as soon as possible, document property damage, and retain receipts for any emergency purchases. Many insurers have increased phone and online claims support to manage the expected rise in claims.
