Suncorp CEO Steve Johnston has called for renewed commitments to resilience and mitigation funding after visiting flood-hit Port Macquarie.

Good progress has been made increasing funding for mitigation initiatives in recent years, but with every event “it’s clear more needs to be done”, he says.

Governments, insurers and communities must work together to improve insurance outcomes, and Suncorp is committed to “working hand in hand with governments and the broader insurance industry”.

Mr Johnston added: “We must collectively focus on enhancing our response to extreme weather events and, crucially, advocate for greater investment in preventative measures.

“The devastation across the region is heartbreaking ... My team and I are here to offer direct support, listen to their concerns and ensure they have everything they need to live safely while we get going on rebuilding.”

Insurers have received 9303 claims from the flood catastrophe in the Mid North Coast and Hunter regions of NSW.  

Suncorp has had more than 2100, including 1600 home, 400 motor and nearly 100 commercial property claims.  

The insurer established mobile disaster response hubs in Taree and Port Macquarie last month, and this week hubs are in Wauchope, Wingham and the North Shore.  

Suncorp has expanded its home claims team by 150 staff in recent years, and says investment in resources and technology has led to a “far more rapid and effective” response to extreme weather. 

New capabilities include using AI and automation to speed food spoilage claims. More than 7000 of these claims from Ex-Cyclone Alfred were processed instantly without manual intervention.

Suncorp has also created a lodgement response team capable of rapidly scaling up during major weather events, and a disaster management centre in Brisbane allows it to monitor weather systems and respond in real time.

“For this [NSW] weather event, we could identify and track flood levels down to street level, anticipate home impacts and proactively support our customers,” Mr Johnston said.  

“We have learnt valuable lessons from past events and those are directly translating into faster, more efficient support for our customers now.

“We now have a dedicated team committed to these challenging situations, ensuring personalised and thorough support. Our focus remains on continuous improvement, especially for complex natural disaster claims and our most vulnerable customers.”

Suncorp says it is also providing clearer fact sheets on its claims process, temporary accommodation options and post-disaster home maintenance.