The Insurance Council of Australia (ICA) is addressing industry-wide criticism of its media and public relations performance by drastically restructuring its communications directorate. 

CEO Rob Whelan has formed a new government and stakeholder relations directorate to be managed by the present GM Communications, Paul Giles.

The revamped communications and media relations directorate will be managed by a new GM Communications, who is yet to be appointed.

Industry sources say the move is in response to criticism from all levels of the industry at ICA’s failure to represent them in the controversies over cover and definitions that followed the Brisbane floods.

Mr Whelan told insuranceNEWS.com.au that the changes have been made necessary by “the ever-growing requirement” for ICA to meet demands for increased government consultation and “to provide meaningful representation of the industry’s views”.

ICA President Rob Scott said in a speech last week that it’s clear the industry’s messages “are not getting through to key stakeholders such as the public, media and government”.

Calling for a communications plan “that will endure, rather than just reacting to the issue of the moment”, Mr Scott said “empathy and compassion” is vital when communicating with the public after a disaster.

“It is not appropriate for us as an industry to sit on the sidelines, attribute blame and wait for government to act. This is our problem and we must do what we can do to influence the debate and help deliver better outcomes to our customers.”