We’ve been with a “big name” insurer for our duplex for many years and paying a hefty premium. When we had storm damage to our timber floor recently, we expected the “big name” would be reliable. After all, it wasn’t a shonky outfit — was it?

There were long delays with our claim, including that we had to talk to a different junior call centre operator, unfamiliar with the details, every time AND that the insurer would call us on a “private” line at any time or day or night – but not give us a direct number or identified person WE could contact.

Eventually – after some 60 hours (at that stage) of our time in correspondence, calls and emails – the insurer’s own assessor provided a quote in the region of $75,000 to fix the damage. THEN began the real delays while the insurer cast around to substantiate a lower quote. They ended up with a quote for $9,000 and threw in a few “ex gratia” numbers to get to $20k in a bid to make us go away. The entire experience was deny, delay – as in the film “Erin Brokovitch”. Yes, we are appealing to the FOS – at further cost to us – but the question is: why do so few insurers provide strata coverage?

It’s interesting to see policies offered by your sponsor CHUi – we’re going to look at them when our policy renewal date comes around in a few months’ time.

A Royal Commission into the insurance industry is needed – so they must reveal up front their business practices (such as not allowing any dedicated-person contact re claims). As we all know, you only find out if your insurance is worthwhile after you need to claim!