Mr Dransfield says the company could have communicated better with Wye River claimants after the bushfires of December 2015.

But he says external factors were the cause of delays in handling claims with complete replacement.

“They were moving at a pace I would have expected given the circumstances there,” he says.

By April, of 60 claims lodged under AAI home insurance, only 13 were finalised while 47 remained active.