Australian insurers are taking operational and hardship measures for customers affected by the New South Wales bushfires.
Sixteen homes were destroyed in Saturday’s bushfire in the Koolewong community on the NSW Central Coast, including the house of long-time NRMA Insurance customers Tony and Claudio Stellino, who lost their home of 18 years along with most of their possessions. The couple left with key documents and digital records before being evacuated by emergency services. NRMA’s parent company, Insurance Australia Group (IAG), has since sent property assessors and a mobile unit to the area as part of its catastrophe operations.
IAG property assessor Judi “Spud” Hindson, who has worked on disaster scenes since the late 1980s, is among those inspecting damaged properties to progress claims and identify safety issues. Speaking with the Stellinos at Koolewong, Hindson said: “I’m really sorry about what you’ve experienced and gone through with your home. My heart goes out to you. We’re here to do anything we can to support you, and we’re here for the long run.”
IAG – whose general insurance brands include NRMA Insurance, CGU, WFI, and ROLLiN’ – remains in the area to arrange temporary accommodation, emergency financial assistance, psychological support, and claims handling for affected policyholders. According to IAG, its assessors completed 100% of property assessments within 48 hours of the Koolewong fire, identifying make-safe works and arranging short-term housing for customers. Stellino acknowledged the response from the insurer. “Thank you guys, for all you’ve done. I’ve been with NRMA Insurance since I was a teenager, with various policies, and you’ve always been helpful to us,” he said.
IAG executive general manager of claims Luke Gallagher said field assessors remain a key component of the group’s disaster model, alongside digital lodgement and processing channels. “It’s important for us to be digital, for speed, but we have to be on the ground when our customers need us the most,” Gallagher said. He encouraged communities to plan for elevated seasonal risk. “I encourage all residents to stay alert, know their local risks, and while it is safe to do so, make an emergency plan and pack an emergency kit,” he said.
Gallagher said returning to damaged properties can be both physically and emotionally challenging. “Returning home after a bushfire can be traumatic. Assessing the damage, changed landscapes, and the physical task of cleaning up and rebuilding is daunting – remember we are here to support you,” he said. He advised residents to re-enter only when authorities confirm a property is safe and to follow public health and safety guidance for debris removal, including managing hazardous materials, unstable structures, and ensuring access to basic supplies and protective equipment such as masks and suitable clothing.
NRMA Insurance’s Help Response Vehicle is stationed at the Koolewong Marina car park on Brisbane Waters Drive, operating from 9am to 4pm to assist customers of NRMA and other IAG brands, as well as community members seeking information. The vehicle will remain in place based on local needs.
IAG’s claims team is also contacting policyholders in fire-affected postcodes who may not yet have lodged a claim. Gallagher encouraged anyone impacted “to contact your insurer or visit the Help Response Vehicle, so we can support you with your claim, temporary accommodation, and make safe repairs, or offer psychological support through our wellbeing platform Sonder.”
The insurer has circulated bushfire preparation material to customers, including following directions from fire authorities, monitoring official apps such as Hazards Near Me NSW, preparing emergency kits and evacuation plans that incorporate pets and livestock, maintaining properties to reduce fuel loads, and reviewing sums insured and declared values at least annually.
In the health sector, HCF has outlined a bushfire hardship package for members in disaster-declared regions including the Central Coast, Mid North Coast, Upper Hunter, Muswellbrook, Warrumbungle, and Dubbo. Eligible members may access premium waivers of up to three months across HCF, RT Health, and HCF Life products, or choose to temporarily suspend their private health cover for up to two years, during which time claims are not payable.
HCF is also making mental health services available under its HealthyMinds Check-in program, delivered by registered psychologists through partners My Mirror and PSYCH2U, including support for members aged 12 to 17. In addition, members in bushfire-affected rural and remote communities can access a free 15-minute GP telehealth consultation via GP2U. HCF chief operating officer Kevin Keane said: “These bushfires have the potential to deeply impact our members, their loved ones, and the communities they call home. We stand with them during this challenging time. At a time when Australians are typically preparing for the festive season and summer holidays, many are instead facing uncertainty and loss. Our focus is on easing that burden by reducing financial pressure, supporting mental health, or ensuring members can access care when they need it most.”
HCF has made paid leave available for employees who are registered emergency service volunteers and has introduced flexible work arrangements and wellbeing support for staff directly affected by the bushfires. Members experiencing hardship are being directed to contact HCF’s Member Support team by phone on 13 13 34 or via email to discuss available relief options and determine which measures may apply to their circumstances.
The NSW Rural Fire Service reports that the fire in the Koolewong, Phegans Bay, and Woy Woy Bay area was contained as of Dec. 11, with crews working to strengthen containment lines, extinguish remaining hotspots, and coordinate with recovery agencies. The fireground remains closed to the public due to hazards such as damaged trees and fallen power lines, with an exclusion zone still applying to Koolewong and changes to local school bus routes.
Residents in nearby streets are expected to see isolated patches of burning vegetation within containment lines over coming days and weeks, with firefighters continuing patrols. Authorities have requested that only unattended fires be reported to Triple Zero (000). Gallagher said that although current fires on the NSW Central Coast are contained, “the risk remains high across the state this summer.”
