When the floods devastated the Northern Rivers in 2022 many people, for the first time, had to contact their insurers and ask for help. The experience for many was that first contact boded well, but as time passed and as they sought to have their insurance claims do flood repair work or pay out the claims they met challenges in having their claims effectively serviced.
Following the flood locals have also seen a significant increase in insurance premiums that in some cases have seen their insurance costs double.
Lismore insurance hearing
The Flood insurance inquiry will hold a public hearing in Lismore on April 11 and they want to hear your stories and experiences with flood insurance companies. The inquiry will be held at 9am at Invercauld House, Goonellabah.
Hearings are also being held in south-east Queensland in the Moreton Bay and Logan regions on April 9 and 10.
Residents stories
Committee Chair, Daniel Mulino MP, said the inquiry had heard from regulators, insurance companies and consumer advocacy, and legal rights groups.
‘Now we want to hear firsthand from the locals in some of the worst-hit regions,’ he said.
Local councils, community organisations and businesses had been invited to give evidence at roundtable discussions at the hearings. Organisations that wish to contribute can email their interest to the Committee secretariat.
The hearing is also wanting to hear the stories of local residents about their experience with their insurers. Dr Mulino urged people ‘with a story to share, and who are willing to go on the public record, to register – as soon as possible – their interest in appearing’.
Residents will be able to give a three- to four-minute public statement about their experience with their insurers.
The Committee would like to hear about any of the following issues:
- the experiences of policyholders before, during and after making claims
- timeframes for resolving claims
- obstacles to resolving claims
- insurers’ communication with policyholders
- accessibility and affordability of hydrology reports and other expert assessments
- affordability of insurance premiums
- claimants’ experiences of insurers’ dispute resolution processes.
People interested in appearing should email a one or two sentence summary of their experience to the Committee secretariat.
Dr Mulino acknowledged that the inquiry may not be able to accommodate everybody on the day. ‘We know that in some of these places almost everyone has a story to tell. But for anyone who misses out or who wishes to provide information to the Committee, there is still time to make a public or confidential submission, and/or complete our online survey.’
More than 400 people have completed the survey about their experience with their insurer.
Individuals who want to make a statement at the hearings should email: [email protected].
They should write ‘Public hearing’ and the hearing location (whether Caboolture, Logan or Lismore) in the subject line and include full name(s) for each person who wants to participate, as well as a contact number and email address.
Submissions can be uploaded through this online link or by email to [email protected] until 31 July 2024.
Programs for the hearings will be posted on the inquiry website closer to the time. A live audio stream of the hearings will be available on the APH website.
Online survey
The survey is open until 31 July and is available here: Insurers’ responses to 2022 major flood claims.
For further information contact the Committee secretariat on 02 6277 4707 or [email protected].
For four decades The Echo has printed the stories some people loved, some people hated, and some pretended not to read. If you want us to keep telling the truth, the real truth, not the sugar-coated version. We’ll need your support to keep the presses rolling. 
