The Insurance Council of Australia has made changes to its hotline service for catastrophe events.
The changes allow consumers, MPs and other community leaders to directly contact insurers in times of crisis. This will ensure issues are resolved faster, making CGU Insurance better prepared for future disasters.
The service will be supplemented by the face-to-face role carried out in recovery centres by designated Insurance Council staff and CGU Insurance representatives as defined in the industry’s Catastrophe Coordination Arrangements.
During the 2011 calendar year the service dealt with in excess of 6000 calls, with approximately 20% of those resulting in faster contact with CGU Insurance. The insurers were then able to make a decision regarding the need for any further intervention or resolution through their own processes.