The insurance industry’s response to natural catastrophes has come a long way since last year’s floods, according to Suncorp Commercial Insurance CEO Anthony Day.

Following the devastating floods across Queensland in early 2011, government figures, public relations experts and the general public panned the insurance industry for slow response times and poor handling of claims.

But Mr Day says the industry has “come a long way” in the 12 months since the disaster, pointing to the deployment of loss adjusters and claims assessors after recent flooding in northwest NSW and southwest Queensland as evidence of improvement.

“Each time there is an event, we get better as an industry at responding,” Mr Day told insuranceNEWS.com.au.

“We have also talked about the industry needing to be better at educating the consumer, and that has paid off in recent times. I think we are getting better and better at this.”

Financial Services Minister Bill Shorten also said this month that insurers must “show a bit of generosity” in paying flood claims.

“I am confident the industry won’t be using technical arguments to avoid paying people who have taken out cover,” Mr Shorten said.

Mr Day says while he understands emotions often run high during times of crisis, he disagrees with Mr Shorten’s comments that insurers should pay all claims, regardless of what is covered under terms and conditions.

“That is why we have contracts,” he said.