More insurers are standing by for Victoria’s bushfire recovery, adding claims support, hardship measures, and advisory services for policyholders as recovery operations continue across affected regions.
General insurers have deployed field teams in fire-affected communities to manage claims and provide face-to-face assistance. Allianz Australia has sent its Disaster and Recovery Team to Victoria to assist customers impacted by the bushfires. From Jan. 14, the team is operating from Castlemaine Town Hall and the Natimuk Community Centre, helping customers register claims, arrange payments, organise emergency and temporary accommodation, and identify people who may be experiencing vulnerability and need additional support. By Jan. 14, Allianz had received 127 claims related to the event.
Scott Cooper, national manager disaster and recovery at Allianz, outlined the insurer’s approach to working with affected customers. “The team at Allianz is working to care for our customers and help them get back on their feet. Our team [is] in Castlemaine to assist customers face-to-face. Customers don’t need to book and appointment, and we can assist in understanding your policy and the claims process, and help to lodge claims, book assessments, and arrange temporary accommodation if needed. We are aware that there could be more harmful weather for bushfire impacted areas in Victoria in the coming days, which we are monitoring closely to ensure we can support our customers,” Cooper said. Allianz says claims can be lodged by phone or online without customers being at home or having a copy of their policy. Food spoilage claims are being fast-tracked through its agentic AI solution with no excess, and motor claims can be processed using photos and basic vehicle information where it is safe for customers to document damage.
RACV has set up a Mobile Claims Centre at the Seymour Sports and Aquatic Centre, where staff are handling claims and enquiries from members in the region. The centre is supporting lodgement of property and motor claims and helping members understand coverage and next steps. RACV general manager insurance and roadside Bill Bloodworth said the organisation has been engaging directly with members in impacted locations. “Members in affected areas have been proactively contacted and the Major Event Response Teams are conducting property assessments and arranging emergency repairs to help people get back on their feet as quickly as possible,” Bloodworth said. He encouraged anyone needing assistance to attend the Mobile Claims Centre. “Experts are here to help with claims assistance and support and will be open from 9am to 4pm until further notice. Don’t be concerned if insurance documents are not readily available – you can lodge a claim with just your RACV membership details,” he said.
Health insurers are rolling out financial relief and support services for customers in impacted areas. Bupa has announced a disaster relief package for eligible health insurance customers affected by the Victorian fires. Under the package, customers who meet the criteria can apply to have their premiums waived for up to three months while retaining full access to their health insurance during that period. Through the Bupa Foundation, the company has also committed a $130,000 donation, including $100,000 to the Australian Red Cross Emergency Fund and $30,000 to the Salvation Army to support community assistance and recovery work.
Bupa health insurance managing director Kate Williams said the measures are aimed at customers and communities affected by the fires. “Our thoughts are with the people, our customers, and those communities affected by the Victorian bushfires, especially those who have lost loved ones, homes, businesses, and whose lives have been changed in unimaginable ways. We want our customers to know we are here to support them, and we hope this financial assistance will help take some of their stress away as they begin the difficult recovery and rebuilding process. We also want to thank the emergency services for their tireless work, and to all the communities who have rallied together to help and care for each other,” she said. To access the Victorian fire relief package, Bupa customers must have been domestic members on Jan. 6 and be able to show they have received, or will receive, the Australian Government Disaster Recovery Payment. Applications are open until July 6, 2026.
Medibank has announced similar measures for Medibank and ahm customers in bushfire-affected parts of Victoria. Options include suspending policies for up to two years or having premiums waived for three months for eligible customers experiencing hardship. Medibank chief customer officer Milosh Milisavljevic said the insurer has introduced hardship options for affected customers. “We’re here to support our customers and help ease the burden while they deal with the devastating impacts of the bushfires. I encourage any customer who is impacted and needs some support to give us a call. The impact of natural disasters can also take a huge toll on a person’s mental health. Medibank customers have round-the-clock access to our 24/7 Mental Health Support phone line and chat service,” Milisavljevic said.
Brokers are using client communications to clarify claims processes and documentation needs as fire conditions change. Howden has issued information for clients in Victoria, stating it is closely monitoring the fires and is ready to assist with lodging claims and liaising with insurers. The broker is directing clients to official channels such as the Country Fire Authority and VicEmergency app for real-time information on fire locations, warnings, and evacuation advice.
Howden is advising clients whose property is damaged and safe to access to engage repairers to make sites safe, document damage through clear photos or videos, retain quotes and invoices, and keep detailed records of items that must be disposed of for safety or health reasons. Clients are being asked to provide key information when notifying a claim, including the time and date of loss, the location, a brief description of damage, the current accessibility of the site, and contact details for assessors.
Industry bodies and governments are linking the immediate response to longer-term issues around disaster resilience and insurance affordability. The National Insurance Brokers Association (NIBA) says brokers are seeing increased pressures on households, businesses, and communities as natural disasters become more frequent and losses rise. NIBA has renewed its call for long-term mitigation, referencing its 2025–26 pre-budget submission, which recommends expanding the Disaster Ready Fund, introducing a national co-funded household mitigation scheme and creating an advisory committee to address emerging risks.
At the same time, the Albanese and Allan Labor governments have announced close to $100 million in additional recovery support for fire-affected Victorian communities under the Commonwealth–State Disaster Recovery Funding Arrangements. The package includes funding for community recovery officers and hubs, prolonged power outage payments, recovery grants and concessional loans for primary producers, a council support fund, and extended financial counselling services, including through the Victorian Farmers Federation. Premier Jacinta Allan said the joint package is aimed at supporting recovery in affected regions. “These fires have devastated communities across Victoria – and we’re delivering more support to help people rebuild their lives and livelihoods. From clean-up and financial counselling to support for farmers and councils, this package delivers practical help where it’s needed most,” Allan said.
Federal Minister for Emergency Management Kristy McBain said the Commonwealth would continue to work alongside the state government. “This has been a tough time for many communities across Victoria. The Albanese government is working hand in hand with the Allan government to make sure those communities have the resources they need to recover. We’ll continue to deliver practical assistance on the ground so people can focus on rebuilding and moving forward,” McBain said. Victorian Minister for Natural Disaster Recovery Vicki Ward said the objective is to sustain recovery support over time. “Recovery has a very long tail – that’s why we’re making sure people have clear information and practical support for the road ahead. Our priority is to ease the pressure on families and businesses and help communities recover,” Ward said. For insurers, brokers, and other intermediaries, the combined effect of insurer initiatives, broker guidance, and government funding is influencing both immediate claims handling and longer-term approaches to risk, pricing, and mitigation in Victoria’s bushfire-exposed regions.
