Insurers’ responses to the devastating 2022 floods across Australia’s eastern states have been under the microscope since the parliamentary inquiry was tabled in August last year. 

The Standing Committee on Economics, which is conducting the inquiry, has heard from affected communities as well as insurers, and empathy is among the key themes to emerge throughout the proceedings. 

RACQ Group CEO David Carter told the inquiry that while the insurance industry has become better at identifying policyholders with chronic underlying vulnerabilities, more empathy is needed to support traumatised claimants. 

“It is a different type of vulnerability,” he said. “It is the uncertainty and concern and almost fear of what is going to happen, given the damage that has been incurred. We need to do more training for that specific aspect.” 

Empathy makes a difference

The 2022 floods were some of the worst in the country’s history. Homes were destroyed, communities were displaced, and lives were lost. The disaster triggered 303,407 insurance claims, according to data from the Insurance Council of Australia. 

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