The Australian and New Zealand Institute of Insurance and Finance is urging the industry to boost its preparedness for natural disasters ahead of an expected high-risk summer and following recommendations from the floods inquiry.

“The role of insurance professionals has never been more important in helping customers regain financial stability after a catastrophe,” CEO Katrina Shanks said.

ANZIIF says it offers an empathetic claims management short course to equip claims agents and managers with skills needed to deliver trauma-informed customer service. It also recently released a short course on creating good outcomes for vulnerable customers. 

“In light of the recent recommendations put forward in the 2024 flood inquiry report, it is critical that insurance professionals take proactive measures to ensure they are able to deliver the best possible outcomes to customer facing these vulnerable circumstances,” Ms Shanks said. 

ANZIIF says many people will face property damage and significant loss over the summer, insurance professionals must be prepared for spikes in call centre work and increases in claims, and it is crucial that insurers approach customers with empathy, care and compassion. 

The Bureau of Meteorology long-range forecast says above average rainfall is likely across parts of eastern and western Australia, while unusually high minimum temperatures are likely for much of the north and east.