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'We do pay claims': Chubb responds to TV attack

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Chubb has reiterated its reputation for claims excellence after a damaging program on national television.

The company reached a confidential agreement with Beaconsfield mine hero Darren Flanagan after he slammed the insurer on A Current Affair for denying his $100,000 business interruption claim.

Mr Flanagan cut a desperate figure on the Nine Network’s flagship program as he told of fears that he would be forced to sell his family home.

Chubb still insists that Mr Flanagan, who runs a camping store in Nowra NSW which was badly affected by last summer’s bushfires, was not entitled to a payout under his insurance policy.

But after an emotive episode in which Mr Flanagan accused Chubb of “throwing him to the wolves”, an agreement was reached. The specifics of that agreement are unclear, but the claim was not paid.

In a follow-up interview Mr Flanagan told TV reporters Chubb had “been amazing”.

“Today they've been on the phone all day, they’ve been working with us. Today we reached a resolution where we are all happy, and I want to thank them for that.”

The insurer also published an updated statement on its website under the headline “Chubb worked with Darren Flanagan in good faith and reached a satisfactory outcome”.

“Chubb shares the sympathy the Australian community expressed for Mr Flanagan and is appreciative of the way he acknowledged Chubb,” the statement said.

“It was a difficult situation because his insurance policy did not provide cover for the circumstances he experienced and, consequently, Chubb was unable to settle the claim.”

Chubb says it cannot comment on specific claim details, but honours claims in line with the policies it issues.

“We want to assure our broker partners and customers that paying claims and focusing on fairness is a core part of Chubb,” the statement said.

“We continue to strive to be a market leader in paying claims and are proud of the recognition achieved with recent awards for claims excellence.

“Equally we are always looking for opportunities to improve Chubb services and to support our clients.” understands that A Current Affair’s coverage was misleading in some respects.

There was no detailed analysis of Mr Flanagan’s loss, or policy wording, and the report incorrectly gave the impression that the claim related to fires, floods and COVID-19 shutdowns.

In fact, the claim was purely in relation to bushfire disruption after lack of access and plummeting tourist numbers badly affected takings at Mr Flanagan’s store. understands there are a number of other stores in the area also seeking claim payouts from Chubb.

See Analysis.