Australian insurers are expanding on-the-ground activity across several states in response to recent bushfires and severe storms, with general insurers and a major health fund using mobile hubs, assessors, and hardship programs to manage rising claims and customer needs. Current activity covers bushfire‑affected parts of New South Wales and Tasmania, storm‑hit regions in Queensland and South Australia, and disaster‑declared areas across the Central Coast and inland New South Wales.
Suncorp has activated multi‑state disaster operations to assist customers following bushfires and storms in Queensland, New South Wales, South Australia, and Tasmania. Chief executive consumer insurance Lisa Harrison said the group had received a relatively small number of bushfire claims to date but had moved quickly to provide immediate assistance. “Some of these customers have lost everything in the fires, so it’s vital that we are there to provide them with emergency support [and] accommodation and ensure we can begin the recovery process. We are actively monitoring fire activity across multiple states and will deploy our people when it’s safe to access those communities,” Harrison said.
In Queensland, three Mobile Disaster Response Hubs are operating in the southeast after a series of hailstorms between Nov. 21 and 27, which Suncorp has described as one of the largest storm events in the state’s history. The hubs are rotating through locations including Bongaree, Shailer Park, Tingalpa, and Cornubia to provide a physical point of contact where customers can meet staff, discuss claims, access emergency cash, arrange make‑safe works, and organise temporary accommodation.
Since the storms, Suncorp has recorded more than 18,000 claims, including about 10,000 home and 7,700 motor claims. Harrison said the insurer has issued more than 126,000 text messages with repair guidance, local support information, and safety messaging, completed almost 3,000 emergency home repairs and used more than 300 square kilometres of aerial imagery to identify damage and prioritise responses. “More than 70% of motor claims lodged have now been assessed, and repairs have commenced. We have also replaced more than 900 glass windscreens in less than three weeks,” Harrison said. She added that Suncorp is drawing on its disaster management centre and staff in Australia and New Zealand to increase assessment capacity, and noted that some customers are opting to schedule repairs after the holiday period.
On the NSW Central Coast, IAG has deployed additional resources following a bushfire that destroyed 16 homes in the Koolewong community. IAG’s general insurance brands – NRMA Insurance, CGU, WFI, and ROLLiN’ – have sent property assessors and a mobile unit to the area to organise temporary accommodation, emergency financial assistance, psychological support, and claims handling. The group says it completed assessments on all affected properties within 48 hours of the Koolewong fire, identifying make‑safe requirements and arranging short‑term housing.
Luke Gallagher, IAG executive general manager of claims, said assessors on the ground remain part of the group’s catastrophe 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 urged communities to plan for ongoing 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 dwellings can be both physically and emotionally difficult. He advised residents to re‑enter only after authorities confirm it is safe and to follow public health and safety advice on debris removal, including managing hazardous materials and unstable structures and using 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 local residents seeking information. IAG’s claims teams are also contacting policyholders in fire‑affected postcodes who may not yet have lodged claims. The group has circulated bushfire preparation material to customers, including guidance on evacuation planning, property maintenance to reduce fuel loads, use of apps such as Hazards Near Me NSW, and periodic reviews of sums insured and declared values.
In the health insurance sector, HCF has set out 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 can apply for premium waivers of up to three months across HCF, RT Health, and HCF Life products, or choose to temporarily suspend private health cover for up to two years, during which time claims are not payable. HCF also offers mental health and telehealth services as part of its response. Under its HealthyMinds Check‑in program, members can access support from registered psychologists through partners My Mirror and PSYCH2U, including for adolescents aged 12 to 17. Members in rural and remote bushfire‑affected communities can access a free 15‑minute GP telehealth consultation via GP2U.
HCF has made paid leave available for employees who are registered emergency service volunteers and introduced flexible work arrangements and wellbeing support for staff directly affected by the fires. Members experiencing hardship are being directed to contact HCF’s Member Support team by phone or email to discuss which relief options may apply to their circumstances.
In South Australia, insurers are preparing an in‑person insurance hub in Port Pirie in mid‑December for policyholders with losses from the severe storm that struck the regional centre on Nov. 22. The Insurance Council of Australia (ICA) and participating insurers will operate the hub on Dec. 16 and 17 at the Royal Port Pirie Yacht Club from 9am to 5pm. Policyholders will be able to meet representatives to discuss existing claims, clarify coverage, and lodge new claims arising from the event. According to the ICA, insurers are already handling more than 1,400 claims linked to the storm and damage across the region. ICA staff will outline the general claims lifecycle, options for dispute resolution, and information relevant to recovery and rebuilding. Registrations are recommended via the ICA website, although walk‑ins may be accepted.
At a national level, the ICA has extended its Insurance Catastrophe declaration to include all Queensland and New South Wales postcodes affected by storm and hail activity between Nov. 20 and 27, 2025. The event, known as “Qld and NSW Severe Storms and Hail,” has generated more than 44,600 claims across personal and commercial portfolios, with claim numbers expected to rise as further damage is identified.
Allianz Australia has deployed its disaster and recovery team to Bribie Island Town Hall in Bongaree, Queensland, providing face‑to‑face assistance from Dec. 2 between 9am and 4pm. By that date, the insurer had received more than 5,000 claims related to the recent storms.
The team is helping customers lodge claims, arrange payments, and secure emergency and temporary accommodation. Staff are identifying customers who may be experiencing vulnerability and, where appropriate, referring them to external support services. Allianz is directing policyholders to its 24/7 claims phone line and online portal and is using photographic evidence to process some motor claims without a physical vehicle inspection. Customers are being advised to commence clean‑up when it is safe, document damaged property with photographs and model details, and access counselling services if required.
