Neumann steps into insurance fight
SHAYNE Neumann has joined the fight against insurance companies following a fiery meeting in Ipswich.
The Federal Member for Blair met with representatives from Allianz and Suncorp, and Insurance Council of Australia chief executive Rob Whelan in Canberra yesterday.About 200 angry flood-hit residents vented their frustrations during a fiery community meeting sponsored by the Insurance Council of Australia in Ipswich on Tuesday night.
Mr Neumann said he took the opportunity to inform and urge the insurance companies to communicate better with their clients and to stop procrastinating when it comes to processing people’s claims.
“People in Ipswich and the Somerset region shouldn’t have to deal with truculence and obstinacy from their Insurers when they have already been through so much,” he said.
“I invited the insurance company representatives to come to areas like Bundamba, Brassall, Fernvale and Esk to see first hand what my constituents are facing to rebuild their lives after the devastating floods.
“I also suggested to them that they hold a community meeting in these areas.
“I urge residents who are having trouble with their insurance claims to contact me on 3201 5300 or email me at shayne.neumann.mp@aph.gov.au.”
Ipswich meeting:
Meanwhile, furious policyholders are bracing themselves for long-term battles with insurance companies over flood-related claims after their community meeting sponsorship by the Insurance Council of Australia in Ipswich on Tuesday night.
Their complaints included claims being denied because of discrepancies over definitions of what constitutes a flood compared with water damage, claims taking too long to resolve, and decisions being made by insurers without adequate onsite assessments.
No representatives from individual insurance companies attended the Ipswich meeting.
Further meetings are scheduled for Karalee, Oxley, Yeronga, and Indooroopilly over the coming days.
Residents angry:
Moores Pocket disability pensioner Debbie Anderson was among the angry residents at last night’s heated meeting that included representatives of Queensland Legal Aid and the Financial Ombudsman’s Office.
She said her claim with her insurer was knocked back over the phone after the company used a satellite image as evidence.
``(The insurance company) told me that decision from their office after looking at a satellite picture on January 13,’’ said the mother who has been insured with the company for “at least 10 years”.
``They’ve lost my contents policy claim number, it doesn’t exist. But I’ve documented everything.
“And I’ve got a copy of the satellite picture and I’ve got plenty of my own photos.
“No assessor came out to my place.”
Lawyers at the meeting advised her to take her dispute to an internal resolution processes with the Insurance Council of Australia.
More protests:
Keith Carnell has organised a further protest meeting against the insurance companies near his East Ipswich home, in Barry St, at 10am on Saturday.
The protest idea came after meeting Stephen Tarrant, who also lives in East Ipswich, via a Facebook page entitled ``people who don’t like insurance companies’‘.
``People are being fobbed off by the insurers,’’ the angry policyholder said.
“I was told two years ago that they had a better policy than Suncorp.
“Now they’re not wanting to do anything to help us.”
Mr Tarrant said policy reformers should consider a comprehensive-style of insurance – similar to that for motor vehicles – for householders.
“It would cost more, but people could opt out if it was too expensive,” said Mr Tarrant, who lost most of his household goods during the floods.
“With car insurance, everything can be covered. It wouldn’t be compulsory, but then they (insurers) couldn’t ask about the colour of the water or where it came from.
“They don’t want this because they don’t want to pay everyone. They seduce us into premiums, but then they won’t pay when cases arise.”
Legal advice:
Legal Aid lawyer Loretta Kreet said the definition of flood damage by insurers had caused headaches for policyholders.
She urged policyholders to make claims for water damage.
``Then it’s up to insurers to prove that it was caused by floods,’’ she said.
“The comprehensive insurance idea probably wouldn’t work because of the level of affordability.
“A lot of people in the flood-affected areas are often from disadvantaged backgrounds and I doubt there would be too many people in this room who could afford a $5000 policy each year.”
Retirement village:
Bremer Waters resident Fred Owen attended the meeting to find out information for the elderly residents of the retirement village at Tivoli.
“We own our dwellings, but not the land,” he said.
“When we went to purchase our homes we were assured that the place wouldn’t flood and that’s why a lot of people bought there.
“With what has happened, we couldn’t predict it. I didn’t get damaged, but 40 per cent of the others did.
“It’s up the individuals to have insurance, but a lot of them don’t have it because of the cost.
“I’m here to find out more for them and see where they can go for help. Most of them live week to week, so it’s been devastating.
“From what I know, there’s been no class action by Bremer Waters.”
More anger:
Another resident at the meeting called for a class action against insurance companies.
Many of the residents were also disgruntled with the time that insurers were taking to access claims and the variations in companies’ codes of conduct.
“It’s been five weeks and we’re still waiting,” one resident said.
Another said: “When my policy came out I read it and thought I was covered by floods. The paperwork has floated down the river with the floods with my cover. It’s wrong how they’re treating people. They’re happy to take your money.”
Another resident said: “They’re giving us the run around, they mess with your head and stuff you around.”
One man asked why he couldn’t view hydrology reports.
“Where is the transparency?,” he said.
“There’s a lot of anger in this room.”
Class action:
Ms Kreet said a class action would have to be taken out with private law firms, but would be difficult to implement because of varying circumstances and the number of different policies.
The Insurance Council of Australia said there are two processes available for policyholders knocked back by insurers.
They can go back to the insurer for a review and then go to the financial ombudsman for assistance.
Legal Aid said the floods would possibly bring problems with tenancy, creditors involved with car loans and mortgages, and utility companies.
“Get in early as it can be too late when the bailiffs are knocking on the door,” Ms Kreet said.
She added that copies of reports should be kept by policyholders and that they are entitled to have copies of phone messages recorded by the insurance companies. They are also entitled to view hydrology reports.
Policyholders are also advised to take photographs of damage and to make sure assessors attend properties after claims are made.
One man stormed out of the meeting. “This is a waste of time,” he said.
More help:
Social worker Sally Doyle, from the Health Plaza, attended the meeting and urged residents to seek help for any personal problems.
“It’s disgusting how people have been treated,” she told the meeting.
Other meetings are on:
Goonda:
Wednesday, February 9
7-9pm
Goodna State School
1 Albert St
GOODNA
RSVP for Goodna at http://guest.cvent.com/d/pdggg/4W
Karalee:
Thursday February 10
7pm–9pm
Karalee State School
Summervilles Road
KARALEE
RSVP for Karalee at http://guest.cvent.com/d/wdqgql/4W
Oxley:
Tuesday February 15
7pm–9pm
Oxley Bowling Club
24 – 30 Englefield Road
OXLEY
RSVP for Oxley http://guest.cvent.com/d/zdqbw5/4W
Yeronga:
Wednesday February 16
7pm–9pm
Yeronga Services Club (Function Room 1)
Cnr Fairfield Road and Kudumba Street
YERONGA
RSVP for Yeronga http://guest.cvent.com/d/ddqbw5/4W
Indooroopilly:
Thursday February 17
7pm–9pm
Uniting Church Hall
Cnr Station and Musgrave Roads,
INDOOROOPILLY
RSVP for Indooroopilly http://guest.cvent
Information sources:
For more information, visit www.legalaid.qld.gov.au
The Financial Ombudsman’s hotline number is 1800 337 444 or visit www.fos.org.au
