The Insurance Council of Australia (ICA) has declared a “significant event” in response to heavy rainfall and flooding across North Queensland, enabling insurers to begin assessing claims and aiding affected policyholders.
The declaration activates initial catastrophe response protocols, allowing insurers to collect data on claims, evaluate the extent of the damage, and coordinate with government agencies.
The ICA has indicated that if the volume and complexity of claims increase or the affected area expands, the declaration may be escalated to an insurance catastrophe.
The regions most impacted by the floods include Townsville, Innisfail, Ingham, Gordonvale, and Cardwell, although all flood-affected areas in North and Far North Queensland since Jan. 29 fall under the declaration.
ICA chief executive Andrew Hall said insurers are prepared to support communities as conditions evolve.
“Insurers understand the impact of these extreme weather events and will be moving quickly to ensure communities receive the assistance they need as soon as possible. We are working with the Queensland authorities and will keep the community updated as situations evolve,” he said.
He urged residents to prioritise safety and adhere to emergency instructions.
IAG, which operates NRMA Insurance, CGU, WFI, and ROLLiN’, has activated its Major Event Response Team and Natural Perils Team to track developments and allocate resources to the affected areas. Once conditions permit, claims assessors and partner builders will be deployed to assist customers.
NRMA Insurance executive general manager of claims Luke Gallagher emphasised the importance of safety during severe weather.
“Extreme weather events pose a risk to lives and safety, and can have tragic consequences, so it’s critical that safety is everyone’s top priority,” he said.
He encouraged Australians to follow emergency authorities’ instructions to stay safe.
“Our 24/7 Major Event Response Team ensures we’re well prepared for extreme weather events, and we’re standing by to move into the affected areas as soon as possible,” Gallagher said.
RACQ has increased its claims-processing capacity and is mobilising flood-response teams, including its Mobile Member Centre, to provide on-the-ground support. The insurer has already received dozens of claims and expects numbers to rise as more residents assess damage.
RACQ chief executive for insurance Trent Sayers said the organisation was monitoring the situation closely and preparing to scale up its response.
“Our thoughts are with those who have been impacted by the severe rain and flooding in North Queensland,” he said.
He encouraged members to lodge claims online or via RACQ’s contact centre so it can provide emergency assistance, including temporary accommodation and financial support where needed.
Suncorp has also activated its disaster response measures, with a Mobile Disaster Response Hub being dispatched from Brisbane to provide face-to-face support in impacted communities.
Suncorp chief executive of consumer insurance Lisa Harrison said the insurer had teams ready to handle claims and assist customers remotely and in person.
“I want to reassure our customers and impacted communities that our teams are here to help,” she said. “Once a claim is lodged, we can arrange temporary accommodation, make emergency payments, and help arrange emergency repairs if needed.”
Insurers have issued guidance for policyholders whose homes or businesses have been affected by flooding – something you can share with your clients affected by the extreme weather event:
Most insurers have 24/7 claims support available online and through their contact centres. Policyholders are reminded not to re-enter flood-affected properties until emergency services confirm it is safe to do so.