Suncorp says it has enhanced digital solutions to ensure claims – including those from the summer’s bushfire catastrophe – are not slowed down by COVID-19 restrictions.

Measures include increasing webchat capabilities, extending online claims functionality, using drones to complete roof inspections, and offering virtual claims assessments for commercial and consumer property customers.

Head of Claims Michael Miller says the virtual way of working is now “the new normal”.

“The ongoing pandemic means many of our customers are self-isolating or are in quarantine, limiting their capacity to have even essential workers attend their homes to complete repairs,” Mr Miller said.

“When a customer comes to us with an insurance claim, it’s usually after a significant event in their life and often it can be quite stressful, and coronavirus is making it even harder.

“We are focused on finding flexible ways to support our customers through this process – helping them get on with their lives as quickly as possible.”

Mr Miller says Suncorp has not lost sight of the need to prioritise customers impacted by the summer’s devastating bushfires.

“We want our bushfire-affected customers to know that we are here to support them and haven’t lost focus on our role – to help them get back on their feet, as quickly as possible,” he said.

Suncorp Group, including brands AAMI, GIO, Apia and Shannons, has completed 70% of home and 80% of car bushfire insurance claims, and paid $160 million to customers.

“We understand this is a difficult and stressful time for many people, particularly those who have lost their family home or had their properties damaged or destroyed,” Mr Miller said.

“The past couple of months have also been a challenging time for our builders and trades as they navigate new ways of working.

“We still have a strong contingent of tradespeople on the ground working in impacted communities. We are practicing contactless claim repairs and are very sympathetic to the personal circumstances of our customers.

“Right now, we need to be safe, but not lose momentum. We know the faster we can inject funds into the local communities the stronger the recovery will be from the fires and the ongoing COVID-19 pandemic.”