The Insurance Council of Australia (ICA) has reported that insurers have received more than 3,950 claims following severe storms and flooding in North Queensland.
The ICA declared the event a “Significant Event” on Feb. 2 and continues to monitor its impact.
The ICA said many communities remain cut off by floodwaters, making it difficult to assess the full extent of property and business losses. While some areas still face ongoing risks, recovery efforts have commenced in locations where conditions have improved.
Policyholders have been advised to document damage before removing items, avoid discarding repairable goods unless they pose health risks, and consult their insurers before initiating any building repairs.
Andrew Hall, CEO of the ICA, said insurers are actively working to support customers as the number of claims rises.
“As expected, claims continue to grow from this widespread event, and insurers are committed to supporting policyholders through the claims process,” he said. “Safety is always top priority, so we encourage residents to only return home and begin the clean-up process when it’s safe to do so.”
Health insurers have introduced measures to assist members facing financial strain due to the floods.
HCF is providing temporary premium waivers for up to three months and allowing members to suspend their policies for up to two years.
Eligible customers can also access free mental health support through HCF’s HealthyMinds Check-in program, which offers confidential consultations with psychologists.
HCF chief operating officer Lorraine Thomas said these initiatives aim to provide relief for impacted members.
“For those affected by the floods, we’re offering financial relief measures, including premium waivers and temporary suspensions of private health cover, so they can focus on rebuilding their lives,” she said.
Similarly, Medibank has introduced hardship support for affected policyholders, offering premium waivers and suspensions.
Medibank chief customer officer Milosh Milisavljevic said the insurer’s focus is on alleviating financial pressure for customers.
“Dealing with a natural disaster and picking up the pieces afterwards is never easy, so we want to take one less stress away. If you’re a Medibank or ahm customer living in a flood affected area, please give us a call,” he said.
An Insurance Hub has been set up at Townsville Stadium, where representatives from insurers – including Suncorp, RACQ, IAG, Hollard, Allianz, QBE, and Youi – are assisting affected residents with claims and other support services.
In a recent statement, Hollard said it has sent its Event and Recovery Team (HEART) to assist customers with claims processing, emergency repairs, and accommodation arrangements.
Hollard chief operations officer Paige Vincent said the company’s response teams are working on the ground to help customers navigate the claims process.
“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 owns brands such as NRMA Insurance, CGU, WFI, and ROLLiN’ – has also deployed claims teams to Townsville.
NRMA Insurance executive general manager of claims Luke Gallagher emphasised the importance of following emergency authority instructions.
“We urge everyone to follow the directions and advice of the emergency authorities and to help ensure their family, friends, and neighbours are safe,” he said.
Suncorp has also mobilised its Customer Support Team in Townsville to assist customers with emergency payments, temporary housing, and claims. As of Feb. 4, the company has recorded 526 claims, with 402 for residential properties, 114 for vehicles, and 10 for commercial premises.
Lisa Harrison, Suncorp chief executive consumer insurance, said additional assessors and repair specialists were prepared to be deployed when conditions allowed.
“Many roads, homes, and businesses remain flooded, and we are closely monitoring the unfolding situation using cutting edge technology at our Disaster Management Centre in Brisbane to help coordinate our response,” she said.
Transport and marine businesses impacted by flooding have begun lodging claims with specialist insurer NTI.
NTI chief claims officer Alan Hasted encouraged affected businesses to submit claims as soon as conditions allow.
“While our focus is always the safety of people first, we know many customers will be concerned about recouping losses and resuming business operations as quickly as possible,” he said.
NTI is also offering trauma counselling for impacted clients and has advised transport operators to review emergency procedures, secure assets where possible, and stay informed on road conditions.
