Cyclone Alfred is set to make landfall on Saturday and will bring days of severe weather and potentially hundreds of thousands of insurance claims.

When devastating floods smashed four states in 2022, many policyholders waited up to two years to have their claims resolved and many cases were “badly mishandled” by insurers, an inquiry found.

Insurers were accused of low-balling victims with inadequate cash settlements, denying some claims unreasonably and relying on expert reports of dubious quality.

Nobody impacted by Cyclone Alfred will want to experience problems like those seen in 2022. So, we’ve gone to experts who explain how to give yourself the best chance of having a smooth insurance-claim process.

But first and foremost, remember: Your life is more important than your possessions, so always prioritise your safety.

What should I know before Cyclone Alfred hits?

If you don’t already have insurance but you were hoping to sign up before Alfred arrives, you’re unfortunately out of luck. Insurers place embargoes on policies when a disaster is approaching to prevent people buying insurance when the risks are elevated.

But if you are already insured, get to know your coverage and understand how your policy differs between certain types of cyclone damage. Are you covered for flood damage, storm damage or both? And be aware that not all inundation is covered under some flood coverage. Flooding from storm surges, for example, is often excluded. So read the fine print.

It’s also helpful to know the maximum amount your insurer will pay for different types of damages so there are no nasty surprises later.

Get a physical copy of your insurance policy (in case you don’t have internet to access your digital records during the cyclone) and make a written record of the emergency claim contact details of your insurer.

What photos should I take for my cyclone insurance claim?

The more visual documentation you have, the better.

Take photos and videos showing what preparation you did in the lead-up to the cyclone. For example, show that you put away loose outdoor furniture or tried to park your car somewhere safe.

“Then you can prove you did everything within your power to keep the house safe,” says Bria Sydney, a recovery support worker from the Mullumbimby and District Neighbourhood Centre who has helped countless people with disaster insurance claims.

“That will go a long way — it shows there’s no complacency on your part.”

David Keane, a consumer advocate in the insurance claims industry based in Alice Springs, recommends people take as many photos as possible or a 10-minute video showing the condition of the different parts of the house, inside and out.

“Make sure your photos show ceilings, cornices, flooring, cabinets, basically, every main feature of your house,” he says.

Document any steps you’ve taken to protect your house from damage. (ABC News: Esther Linder, File photo)

Also take plenty of footage of the house to show you have been maintaining the property.

“Maintenance always becomes an issue with insurance … if they decide you have not maintained your home and that’s the reason water got through the roof, not because of the storm, you will hit difficulties,” Ms Sydney says.

For this reason, it’s also a good idea to find any invoices for work you’ve had done on the house recently. For example, if you have evidence you had the roof replaced in the past 10 years.

How should I prepare for a contents insurance claim?

Make a detailed list of all your possessions, especially your expensive ones like jewellery, electronics and antiques.

Include clear photos and/or videos of these items, any accompanying receipts and serial numbers if you have them. Store all these records digitally (in a cloud- based system) or in a secure location.

“You don’t want to have to be searching for proof that you actually owned a particular item,” says Louise Hayes, the national coordinator for disaster recovery for Financial Counselling Australia.

Do you have experience dealing wtih insurers for natural disasters? Contact [email protected].

If you don’t have time to photograph every item individually, do a room-by-room inventory.

“Just [photograph] every room, from all four directions, that gives you a really good snapshot of what you owned,” Mr Keane says.

He said open the wardrobes and kitchen cabinets for the photos.

“You will be so glad you did this, if the worst does happen.”

How do I prepare if I’m a renter?

Your landlord or real estate agent may ask you to take photos of the property in the lead up to the cyclone, or they will rely on photos taken at the last inspection.

The property manager/owner is responsible for any maintenance and repairs needed to bring the property back to a liveable condition.

Landlord insurance does not cover your personal property, though.

Can I prepare for my insurance claim during the cyclone?

Personal safety is paramount when the cyclone hits so do all that you can to keep you and your loved ones safe.

If it’s safe to do so, you can take photos or videos of the weather to show how it’s impacting your house, but only if it doesn’t put you at any added risk.

“If you only have storm cover you could take video showing water coming through roof cavities to prove it didn’t come from floodwater,” Ms Sydney says.

When should I claim on insurance after Cyclone Alfred?

Make your claim/s as soon as practicable and don’t attempt or authorise any building work, including emergency repairs, without your insurer’s written permission as it may not be covered by your policy.

And even if you’re not sure whether your policy will cover certain damage, claim anyway.

“You can lodge your claim over the phone or online and when you do so ask your insurer for guidance, ask them what the next steps will be and follow their advice,” Ms Hayes says.

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Make sure you tell the insurer if you are vulnerable, for example, you are feeling traumatised from the cyclone, you have a disability, you’re elderly or English is your second language.

“Insurers are required to provide extra support to vulnerable clients so don’t be afraid to say that up-front,” Ms Hayes says.

Also make them aware of any hardships you’re experiencing, for instance, if you are unable to pay the excess, as they are obliged to work with you and offer options.

“And if you are in urgent financial need, you can ask your insurer to fast track your claim and make an advance payment within five business days of you demonstrating your urgent financial need,” Mr Keane says.

“Any advance payment may be deducted from the total value of your claim.”

How should I communicate with my insurance company?

Ms Sydney says it’s important to research your own situation and be careful about what you say to your insurer.

“Don’t just call willy nilly, make sure you know what cover you have and that you sound like you know what you’re talking about,” she says.

“If you only have storm cover do not mention the word flood. You will need to prove that the water damage came from the roof, the ceiling or windows breaking, not from the ground up.”

You can also ask the insurer to follow up every conversation you have with an email detailing what was spoken about and what action will be taken.

“I would also recommend every time you speak to your insurer you make your own notes,” Ms Hayes says.

“Make a note if they say they will call you back in seven days and then they don’t … insurers are obligated to follow a code of practice and that notebook could prove helpful down the track.”

Mr Keane says notes that are written down contemporaneously are seen as more reliable than notes taken down later.

What are my rights when claiming insurance?

You have the right to see any document the insurer is relying on to assess your claim so make sure you ask for access.

If possible, get your own reports done, and always get your own quotes, Ms Sydney says.

“Insurers love to underquote and then they convince people to cash settle on an amount that isn’t enough to do the work that’s required,” she says.

Ms Sydney says cash settlements can be advantageous as you can choose your own builder, but you have to negotiate on the figure.

“I’ve seen some really dodgy cash settlements where people who are vulnerable, like the elderly, don’t realise until two or three years later they have been screwed over,” she says.

Having problems?

If you’re confused or you feel like your insurer isn’t being fair, you have options:

• Call the National Debt Helpline on 1800 007 007 for advice and referral to the right service. They may choose to link you up with a financial counsellor who is trained in disaster counselling and can help you with the insurance process.
• See if your state has recovery support services with advocates who can help you at no cost. Some councils even have disaster units with lawyers ready to help.
• Get in contact with a community legal service such as Legal Aid.

Do you have experience dealing wtih insurers for natural disasters? Contact [email protected].