Top 10 tips for getting your insurance claims paid

Date 14 March 2022

As Queenslanders continue the clean-up after the recent devastating floods, Legal Aid Queensland has released its ‘Top 10 Tips’ to help people get their insurance claims paid.

The organisation’s consumer protection lawyers have helped thousands of Queenslanders affected by some of the state’s worst natural disasters including Cyclone Larry, Cyclone Yasi, Cyclone Debbie and the 2011 Brisbane floods, just to name a few, and have extensive experience in dealing with insurance issues.

Principal lawyer and consumer advocate Paul Holmes said people should be on alert for businesses or third parties offering to help with their insurance claims – known in the industry as ‘claims chasers’ or ‘storms chasers’ who might seem helpful but were out to make quick money at the expense of property owners.

“Claims farmers will often go door-to-door after a disaster offering to manage insurance claims for people who have had their properties damaged, but their service comes at a high cost,” he said.

“They will often push for people to accept a cash settlement and will then take up to 20 percent of that settlement as their payment, which means the property owner loses out and can’t afford to pay for all of the damage they have sustained to their property.

“Claiming on your insurance is a free process and you do not need to pay a third party to help you with your claim.”

Mr Holmes said Queenslanders could call Legal Aid Queensland’s free Natural Disaster Legal Help Line on 1300 527 700 if they needed help with a legal issue following a natural disaster like the recent floods.

Legal Aid Queensland also has free resources available on its website to help people navigate insurance issues following a natural disaster including:

“When disaster strikes—cyclones, storms and floods”, a comprehensive guide to making an insurance claim after a natural disaster and
“Dealing with insurance and damage when a natural disaster hits”, a free podcast as part of the ‘Law for All’ series, available at www.legalaid.qld.gov.au or where you get your podcasts.

Legal Aid Queensland’s Top 10 Tips for getting insurance claims paid

Lodge your insurance claim even if you think you are not covered, or someone told you that you are not covered.
The insurance claims process is free. You should never have to pay a third party to help with your insurance claim or to help you lodge a complaint with the Australian Financial Complaints Authority (AFCA).
Write down a recollection of what you remember happening while you were still at the property. For example, where did you see the water coming from?
Often people in the community will have taken videos of what has happened in your local area. These can often help with your insurance claim. Keep any pictures or videos that you took yourself during the inundation.
You do not need to wait for an assessor to arrive before you start to clean up your property. Take photos of the damage as you are cleaning up to show the assessor.
When the assessor arrives make sure you ask questions. Make a written record of everything you are told by the assessor or any representative of your insurer.
If you discover more damage after the assessor has been, it is okay to call the insurer and get it looked at.
If your work or your home has been affected by the rain, it is important to seek financial hardship help from your lenders, utilities, telephone provider and council as soon as you can.
If you are offered a cash settlement to cover the damage to your property, it is important to talk to a lawyer before accepting that offer.
If your claim is refused, you have legal rights available to you. Get free legal advice about any of these issues by calling Legal Aid Queensland’s Natural Disaster Legal Help Line on 1300 527 700.

Media contact

Amanda Catania (07) 3917 0407
Miranda Greer (07) 3917 0407

Last updated 14 March 2022