Lismore brokers upset at slow handling of flood claims

Brokers based in flood-devastated Lismore say hundreds of flood claims remain unresolved and insurers need to take immediate action.

The northern NSW city was hit by severe flooding in February and March, with brokers saying the slow progress of claims needs to be addressed. They say a significant number of claims have been held up by hydrology reports, loss assessments and staff shortages.

Avid Insurance Brokers Office Manager Liz MacIntyre says responses from some insurers have been “appalling”.

“The systems have been totally overwhelmed, “she says. “Clients are becoming angry and upset that seven months on they still can’t move forward.

“The client should be the main concern for the insurers, but there doesn’t seem to be any urgency or care when it comes to providing for them.”

Austbrokers NCFS Senior Broking Consultant Tim Parry says some claims have been “terribly slow” with a “huge variance” between insurers.

Dudgeon Berry Insurance Group Partner Daniel Berry says that while some insurers have been “difficult to deal with”, others have been supportive and have “appropriately handled” claims.

Brokers say businesses in Lismore, which lies in the confluence of two rivers, are being left without flood cover or have seen premiums rise to unaffordable levels since the floods.

“What we are noticing now as renewals are coming around is that on a commercial Lismore property flood is a decline – they won’t even offer a flood premium,” Ms MacIntyre says.

Mr Berry agrees, saying renewal rates are still increasing and some underwriters are not offering renewals. “I think these increased rates are simply a reflection of the ongoing climate-related events that impact eastern Australia.”

Ms MacIntyre says many residents are still lodged in temporary accommodation. “There is a shortage of trades to do the work and little to no rentals available in the area. The shops in the CBD are probably 70% empty.”

And Mr Parry says clients face a dilemma on whether they want to invest in homes and businesses, knowing that future flooding “is only a matter of time”.

“Businesses and residents have to decide whether or not to spend considerable money to renovate premises knowing that the same may happen again in three months, 12 months, two years with no insurance availability.”

“From what I am witnessing, there is still a significant amount of trauma being felt within the community and because of this, even the sound of rain can be triggering,” Mr Berry said.

“People are genuinely worried about it happening again, especially with the recent weather events,” Ms MacIntyre says. “Mental health support is something that is still urgently needed.”