With claim volumes continuing to rise following the Nov. 23 and 24 Southeast Queensland hailstorms, major insurers and industry bodies have issued urgent warnings about opportunistic operators targeting affected residents. The Insurance Council of Australia (ICA) cautioned homeowners to remain vigilant against fraudulent repair contractors and intermediaries employing aggressive sales tactics in disaster zones.
The warnings emerged as claims totals approached 28,000 across the industry by late Nov. 26, with submissions expected to accelerate as electrical power restored to residential properties enabled further damage assessment and documentation.
Insurance executives characterised the threat as systematic and deliberate. Luke Gallagher, IAG executive general manager of claims, said: “Disaster chasers and claims management companies flock to impacted communities after a weather event, targeting and taking advantage of vulnerable Australians.” He noted that fraudulent operators typically employ high-pressure sales tactics, demand upfront payments, or misrepresent their affiliation with insurance companies.
The operational methodology employed by such operators follows established patterns. Fraudsters typically arrive uninvited at storm-damaged residences and use aggressive contract execution methods to secure agreements for low-cost immediate repairs. Some operators claim to identify damage at properties, request advance payment for services, or assert authorisation to represent insurance companies.
The ICA provided specific guidance to residents on distinguishing fraudulent operators from legitimate repair contractors and insurers. According to the council, legitimate insurers do not dispatch repair teams or assessors without advance notification and customer arrangement following claim submission. Workers authorised by insurers do not request payment from policyholders. When contacted by individuals offering repair services, residents should request identification credentials such as builder licenses and contact their insurer to confirm authorization status.
“We encourage anyone who’s been impacted by recent storms to lodge a claim with their insurer even if they don’t know the full extent of the damage. It’s also important to remain on alert for disaster chasers, particularly with more storms predicted for the remainder of the week. The ICA has stood up an industry-wide taskforce to help manage claims from this event with insurers beginning to process claims,” said ICA CEO Andrew Hall.
Residents who execute agreements with fraudulent operators retain consumer protections under statutory law. A 10-day cooling-off period permits contract termination, with insurers providing assistance to end relationships with unauthorised intermediaries.
The catastrophe designation triggered coordinated activation of emergency resources among major insurance providers. RACQ Insurance documented 3,603 claims by Nov. 25 morning, comprising 2,006 motor claims and 1,597 home claims, with geographic concentration in Logan, Moreton Bay, and Brisbane’s eastern suburbs. IAG processed more than 8,500 claims across its portfolio of brands including NRMA Insurance, RACQ Insurance, CGU, WFI, and ROLLiN’. Allianz recorded 1,642 claim submissions by mid-morning on Nov. 25.
Claims distribution reflected exposure patterns across product lines. Motor insurance generated substantial volumes due to hail damage to windscreens, bodywork, and mechanical components. Home insurance claims encompassed roof water penetration, structural damage, and contents destruction. Food spoilage claims emerged from power outages affecting refrigerated inventory.
Insurers have established physical presence in affected communities to process claims and initiate repairs. IAG deployed NRMA Insurance Help Response vehicles to heavily impacted areas, offering claims support and internet access. The RACQ Mobile Claims Centre was mobilised to serve members at designated locations.
Repair operations commenced rapidly. Partner builders associated with IAG initiated more than 800 Make Safe repairs addressing immediate safety concerns. RACQ secured assessment locations throughout Southeast Queensland to expedite motor claims processing, with focus on glass damage replacement.
Allianz prepared deployment of its Disaster and Recovery Team to establish Motor Assessment Centres. Suncorp acknowledged operational constraints while processing elevated claim numbers. Cath Stewart, acting executive general manager home claims customers, said: “Our team is working hard to respond to every customer as quickly as possible. We understand how stressful this time is for everyone affected, and we appreciate your patience and understanding while we work through the high number of claims received in such a short period.”
