Insurance and disasters (NSW)
Last Updated 14 March 2024
Last Updated 14 March 2024
This resource is designed to support community workers and volunteers connect people in disaster affected communities with legal help. It will help you identify when someone you’re helping has an insurance legal problem and where to refer them for appropriate legal support. We refer to community members you’re helping as your ‘client’ throughout this resource.
This resource provides:
If someone is affected by a disaster, it might be hard to know how to start a claim on their insurance policy for damage to their home, car, or other costs.
When helping someone manage insurance claims for damage caused by a disaster, it’s important to remember that there are specialised services that are able to help. If you or your client require help from a specialised service, see our section “How to refer your client for free legal help” for more information.
Financial Rights Legal Service NSW has many resources on insurance and disasters, including sample letters to help your client get in touch with their insurance company when there is a problem. Visit their website here for more information: Extreme Weather – Financial Rights Legal Centre.
The Disaster Response Legal Service has created resources that explain what to do straight away after a disaster and what your client can expect from their insurance companies. You can read these resources for more information here:
Before a disaster, like a flood or a bushfire, there are steps that people can take to make sure that their insurance policies adequately cover their property.
Each year, some insurance claims are denied, or people get less than expected. Many more people discover too late that they are underinsured. Often people only find out they have a problem with a policy when their insurance claim is denied.
If you are helping someone prepare for a disaster, you can provide them with an insurance check-up to get them started. You can find insurance check-ups here:
Financial Rights NSW and the Disaster Response Legal Service have created several resources that provide information on common issues that can arise when making insurance claims after a disaster, including:
If your client doesn’t agree with a decision made by their insurer, they have options.
These resources provide information on disputing insurance decisions:
LawAccess is a free government service that provides legal information and referrals, including to Legal Aid NSW, for people with a legal problem in NSW.
See their website for more information on how they can help: https://www.legalaid.nsw.gov.au/.
The Australian Financial Complaints Authority offers dispute resolution for the financial services industry, covering consumer complaints about credit, finance and loans, insurance, banking deposits and payments, investments and financial advice, and superannuation.
Call 1800 931 678 (Monday to Friday, 9am to 5pm) or visit their website: https://www.afca.org.au/.
Financial Rights Legal Centre are a specialist legal centre that provides advice and advocacy for people in financial stress. They help people with debt problems and disputes around credit, banking and insurance. They also fight for change to policy, laws, and industry practice across a range of consumer financial issues, informed by their experience assisting and representing people across Australia.
Call 1800 663 464, Monday to Friday, 10am to 1pm or visit their website for more information: Insurance Law – Financial Rights Legal Centre
Justice Connect can provide free legal advice and ongoing representation in certain matters to eligible individuals, small business owners and primary producers affected by disasters like floods, bushfires, cyclones, and other extreme weather events. We may be able to match your client with free legal assistance to help with disputes or to assist them better understand their legal rights and obligations.
Refer someone to Justice Connect: https://justiceconnect.org.au/refer/
This resource was last updated on 14 March 2024. This is legal information only and does not constitute legal advice. You should always contact a lawyer for advice specific to your situation. You can read our disclaimer in full here: Disclaimer and copyright for our Disaster Legal Support Resource Hub – Justice Connect.