Working out how to claim insurance is confusing at the best of times.
During a natural disaster it can be even more difficult.
Since making landfall on Saturday, ex-Tropical Cyclone Alfred has brought days of strong winds, falling debris, power outages and severe weather to residents in south-east Queensland and northern New South Wales.
And as the system has weakened and moved inland, the focus has shifted to heavy rainfall and flash flooding.
On Monday, Brisbane recorded its highest daily rainfall total in 50 years, and an emergency alert was issued for the city of Ipswich due to major flooding.
On Sunday, The Insurance Council of Australia (ICA) declared an Insurance Catastrophe for the regions affected by ex-Tropical Cyclone Alfred.
Under the declaration, insurers will prioritise claims from customers affected by the weather system.
But how do you make an insurance claim, and what can you do to make the insurance process easier?
And don’t forget, this should only done after it is safe to do so. Your safety is your top priority.
Stay clear of fallen powerlines and floodwaters, and remember that your possessions are not worth risking your life.
What steps should I take first?
You should start by contacting your insurer as soon as you practically can, taking into account that not everyone has access to power.
This should be done as soon as possible, an ICA spokesperson says, even if you do not know the full extent of the damage.
You can lodge your claim online, by phone, or in person.
CHOICE insurance expert Jodi Bird has told the ABC that insurance companies can, if necessary, send someone to carry out initial make-safe repairs to prevent more damage.
They might be able to arrange for work to prevent injury or further damage, such as removing loose debris, isolating electrical circuits, or installing a roof tarp, an ICA spokesperson further explained.
Sradha Rajesh and her housemates woke to discover most of their things had been destroyed due to rising water in their Nambour home. (Supplied: Sradha Rajesh)
What evidence do I need to make a claim?
When it is safe to do so, take photos and videos of your damaged property, and make detailed notes on the damage sustained.
Ideally, you will have taken “before” photos as well. Comparison shots help with claims, giving insurers evidence of the damage done, Mr Bird says.
“You now have that evidence, and the insurer can’t say it happened later on,” he says.
During this process, don’t throw anything away, unless it is a hazard, as this will also help the insurer in assessing the claim, he explains.
Once your claim is submitted, your insurer will appoint a loss adjuster to come in and look at the claim.
What if you didn’t take ‘before’ photos?
If you forgot to take photos of your property before it was damaged, or you missed areas of your property in your photos, try to find receipts or anything that can help back up your claim.
And don’t be deterred. Make sure you still take photos of any damage to send to your insurer.
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What happens if your insurer does not get back to you?
Make sure you are making copies and keeping all of your emails related to your claim.
You can also check your insurer’s standard number of days for getting get back to you once you’ve submitted a claim.
Mr Bird says most insurers mention their policy in an email after you have submitted your claim.
Alternatively, you can usually find an insurer’s policy on their website under their product disclosure details, he says.
If you still haven’t heard anything within the insurer’s standard number of days, you should follow up.
As we mentioned before, the ICA has declared an Insurance Catastrophe for the regions affected by ex-Tropical Cyclone Alfred.
“They are going to be processing a lot of claims at this stage, but the catastrophe [declaration] means insurers are meant to be prioritising claims and putting on resources to get to them,” Mr Bird says.
“It’s going to take a bit of persistence, unfortunately”.
What are my rights when claiming insurance?
If your insurer is either not getting back to you within the time frame or your claim has been denied, you can dispute it.
You also have the right to see any document your insurer is relying on to assess your claim, so ask for access and, if possible, get your own quotes done.
If you choose to dispute your insurer’s decision, they will have a process to follow.
This will most likely be in email form, in which you request a re-assessment which they have to adhere to, Mr Bird says.
If you are still not satisfied, you should take your claim to the external ombudsman, which is the Australian Financial Complaints Authority (AFCA).
Flooding at Curtin Falls at Eagle Heights on the Gold Coast on March 9. (ABC News: Mackenzie Colahan)
Mr Bird stresses it is important to let your insurer know you have raised the issue.
“If they are just being slack, or not paying attention to your claim, that might prompt them to do something,” he says.
Mr Bird encourages people to speak to a financial adviser if their insurer thinks the cost of the damage is going to be more than the sum the property is insured for and instead offers the customer a cash settlement.
What if you’re a renter?
While your property manager/owner is responsible for any maintenance or repairs needed at your property due to damage, they are not responsible for replacing any of your personal possessions.
If you have damaged personal items and you’re a renter, you can lodge a contents insurance claim using the same process as above.
Is there anything you should be wary of?
The ICA has warned people to be wary of disaster chasers, who it says “typically present themselves in a disaster-impacted area shortly after an event occurs” but can also appear months down the track.
These people might knock on doors, claiming to have identified damage at residents’ property, or even claim that they are there at the request of the insurance company, the ICA says.
Insurers will never send a tradesperson or builder to your home without notifying you first, the ICA says.
If in doubt, speak to your insurer, don’t sign any contracts with someone who door-knocks, and report any suspicious activity to the authorities.
One last thing …
Dealing with insurers is a “battle of persistence and patience”, Mr Bird says.
If you are confused or you feel like your insurer isn’t being fair, Call the National Debt Helpline on 1800 007 007 for advice and referral to the right service.
They may choose to link you up with a financial counsellor who is trained in disaster counselling and can help you with the insurance process.
Have you been affected by Cyclone Alfred? We want to hear your story