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General News

12 February, 2024

Residents impacted by October 2022 flooding urged to share their stories with inquiry

Trauma from the 2022 deluge, coupled with insurance troubles afterwards, is a tale experienced by many residents in the Central Goldfields Shire and surrounds. But relief could soon come from sharing those stories. Not-for-profit organisation, ARC...

By Prealene Khera

Residents impacted by October 2022 flooding urged to share their stories with inquiry - feature photo

Trauma from the 2022 deluge, coupled with insurance troubles afterwards, is a tale experienced by many residents in the Central Goldfields Shire and surrounds.

But relief could soon come fromsharing those stories.

Not-for-profit organisation, ARC Justice, is urging people affected by the flood events in October 2022 to take part in a federal parliamentary inquiry examining insurers’ responses to the disaster.

The investigation, undertaken by the House of Representatives’ Standing Committee on Economics, began in January this year, with submissions from individuals and responses to a survey still sought after.

Encouraging local participation in the inquiry, ARC Justice CEO Damian Stock said while there have been subsequent floods in different parts of Victoria since, many people are still grappling with the aftermath of the deluge from two years ago, especially in navigating insurance claims.

“[We have] made a submission to the inquiry and presented to the committee last week, outlining the impact of insurers’ often hostile and unhelpful responses but we believe it’s vital that the voices of those directly impacted are heard in this inquiry too,” he said.

Those voices also belong to residents from 12 of the 13 Local Governments Areas in Victoria that ARC Justice provides legal services to — including the Central Goldfields, Loddon and Mount Alexander shires.

Mr Stock said the organisation had seen first-hand, the “very real distress” caused by delays in settling claims and difficulties with communicating with insurers.

“These are the precise types of issues the inquiry is looking into, so we’re urging people to add their voice either by filling out the online survey, which takes about 10 minutes, or making a submission,” he said.

“Your experience matters. Your voice deserves to be heard. Your input can help inform the public debate and hopefully change government policy in the future.”

Acknowledging that in some cases, people might be hesitant in participating in the survey, Mr Stock said doing so could ultimately bring about a change in government policy, to the benefit of the community.

“ARC Justice understands that the power difference between insurance companies and community members that leads to unfair outcomes also means some flood victims may be wary of making a submission to a parliamentary inquiry,” he said.

“But we know that people telling their stories can be really influential. By sharing their experiences of dealing with insurance companies, those impacted can highlight problems and suggest changes.

“This helps lawmakers understand what’s really happening and what needs fixing. It also puts pressure on insurance companies to do better.”

The committee heading the inquiry will hand down its report by September 2024, with ARC Justice looking forward to a favourable outcome.

“[We know] disasters create new legal needs for some community members and exacerbate existing needs for others,” Mr Stock said.

“Disasters, and responses to them, widen existing inequalities in our communities — responding to community needs in the wake of a disaster is increasingly a core part of ARC Justice’s business.

“We made a series of recommendations in our submission, and we look forward to reading the committee’s report later this year.”

A total of 12 recommendations were made by the organisation, including some requiring insurers to: maintain an expanded pool of qualified assessors and other necessary workforce, specify and explain the reason for denying a claim (either in part or in total), and accommodate the preferred communication mode nominated by a policy holder during the claim processing period.

Within the Central Goldfields, the town of Carisbrook was the most severely impacted by the flooding, after the town’s residents had to be evacuated due to rising water levels.

Multiple homes were also inundated as a result, with properties sustaining damage to sheds, fencing and gardens.

“This is an issue of justice,” ARC’s concluding statement to the inquiry said.

“The insurance system, as it is currently organised, does not work in the interest of consumers following a disaster.”

To participate in the inquiry, visit www.aph.gov.au/Parliamentary_Business/Committees/House/Economics/FloodInsuranceInquiry to access the submission form or survey.

For more information or help about taking part in the inquiry, contact ARC Justice on 5445-0909.

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