The arduous work of making claims in the wake of disaster: Perspectives from policyholders

Abstract

AbstractWith its promise of protection and peace of mind, insurance ownership is a key component of Australia’s national strategy to manage and spread costs of disaster recovery. We argue that an arduous and confusing claims process can have profound impacts on policyholders’ capacities to live safely in their homes as well as on their physical and mental health, finances, and levels of trust in insurers. Yet there has been little empirical research on policyholders’ experiences of putting this promise to the test by claiming on policies in the wake of disaster. In this article, we analyse interviews with policyholders who faced problems when making a building or home contents insurance claim following bushfire, flood, or storm. Evidence shows that aspects of claims processes place significant demands on policyholders’ financial and emotional resources, often in the aftermath of deeply traumatic and destabilising events. Our findings raise questions about the extent to which insurers’ claims handling processes and outcomes are consistent with requirements that call on insurers to respond efficiently, professionally, practically, and compassionately when and after disaster strikes.