Disputes from the NSW/Queensland floods have risen to 135, with insurance-related claims matters accounting for the majority of cases, an update today from the Australian Financial Complaints Authority (AFCA) shows.

AFCA says as of today 40% of the 135 complaints it has received are about delays in claim handling, 20% relate to claim amount and just over 10% involve claim denial because of a condition or exclusion.

Home building insurance products make up about a third of the complaints, motor vehicle 20% and home contents 10%.

AFCA says not all complaints involve insurers, with banks and other credit providers also accounting for a number of the complaints.

Lead Ombudsman Insurance Emma Curtis says the scale of the disaster, combined with supply pressures mean there are likely to be delays but insurers are still expected to do their best to process claims.

“We expect insurers to do all they can to assess claims promptly, to inform customers about expected timeframes, and to clearly communicate about claims options such as cash settlements versus rebuilding,” Ms Curtis said.

“We encourage consumers to lodge a claim with their insurer if they have not already done so, and to talk with their insurer if they have any questions about their cover or claim.”

She says AFCA plans to visit more of the affected communities in coming months and will join community forums to help explain the ombudsman’s role, and options for people affected by the disaster.

The NSW/Queensland catastrophe has so far led to $3.35 billion in insured losses from 197,000 claims lodged, making it the country’s most costly flood event, surpassing the 2011 Brisbane event. The Brisbane floods, calculated on a normalised loss basis, cost the industry $2.38 billion, ICA data shows.