The Insurance Council of Australia (ICA) says efforts to engage face-to-face with residents at natural disaster community forums are reaping rewards.

ICA this week completed its third forum in the north Queensland city of Townsville, which was hit by devastating flooding earlier this year, and a fourth is likely.

About 320 insurance claimants have attended so far, with one-to-one consultations with insurers also held.

ICA has held such forums since 2011, but says it is placing increasing importance on them as a key component of its catastrophe response.

“It’s a way of industry living up to its commitment to help customers at a time of emotional and financial distress,” spokesman Campbell Fuller told insuranceNEWS.com.au.

Mr Fuller says all major insurers sent large teams to the Townsville forums, with concerns often resolved on the spot.

“This model of community engagement following natural disasters is proving successful,” he said.

“It enables insurers to address issues before they become intractable problems, and in many cases accelerate the acceptance of scopes of work and closure of claims.

“The forums provide expert guidance to the community, and prevent the propagation of urban myths and misinformation.”

Mr Fuller says Townsville insured’s concerns have ranged from how to lodge claims, to understanding the difference between flood and storm cover.

As insuranceNEWS.com.au has reported, many small businesses and strata residents were not covered for flood.

Townsville losses have reached $1.13 billion from 27,355 claims.