Feedback wanted on insurer's response to flood claims

Ahead of the Government’s review into insurers’ responses to the 2022 floods, NIBA is seeking feedback from members whose clients and/or communities were impacted by these devastating events.

The comprehensive review will consider a range of aspects aimed at improving outcomes for Australian consumers including insurance availability, claims handling, land-use planning and mitigation.

Specifically, the review will encompass the following areas:

• the experiences of policyholders before, during and after making claims; 
• the different types of insurance contracts offered by insurers and held by policy holders; 
• timeframes for resolving claims; 
• obstacles to resolving claims, including factors internal to insurers and external, such as access to disaster hit regions, temporary accommodation, labour market conditions and supply chains; 
• insurer communication with policyholders; 
• accessibility and affordability of hydrology reports and assessments to policy holders; 
• affordability of insurance coverage to policy holders; 
• claimants’ and insurers’ experience of internal dispute resolution processes; and 
• the impact of land use planning decisions and disaster mitigation efforts on the availability and affordability of insurance.  

NIBA is seeking feedback from members who specialize in this area and wish to provide feedback to inform Treasury’s approach to implementation. Members can provide in writing to info@niba.com.au.