The current weather event in North Queensland has hit some of us pretty hard. There’s a lot of work to do, so we want you to know that we’re here to help. If you have an insurance claim or need assistance with your banking, we have extra staff on deck. Helping members get back on their feet is our top priority.

Our Community Response Team is now on the ground at Townsville Stadium to support your insurance, assistance and banking needs, each day from 9am to 5pm (including weekends).

You’re covered

With CD, cover for flood, cyclone, theft and storm damage is standard for all our household and comprehensive motor insurance members.

If you have sustained damage, start your claim online now or you can call us on 7202. There are ways we can help provide immediate support, for example payment for emergency accommodation and food or medicine spoilage.

Make a Motor claim  Make a Home claim

Important tips

Safety first

  • Only go back to your home if local authorities have advised it's safe to enter
  • Don’t attempt to enter your property if it feels unsafe. If urgent assistance is required, call your local SES on 2 500 and if you see an electrical risk, call Energex on  19 62
  • Don't allow children to play near flood waters
  • Keep damp areas well ventilated – open windows and let things dry out (if it’s stopped raining) but always maintain security if leaving the property
  • Take regular breaks, drink plenty of fluids and don’t let yourself overheat
  • Damaged or soiled items can be a health hazard, please remove to a safe area
Aerial view Townsville floods

Starting the clean up

  • You don't need to wait for insurance assessors to start cleaning up your home
  • Wear light clothing that keeps your skin covered and protective footwear
  • Dispose of any food waste or other items that may be a health hazard
  • Throw out items that have been damaged (but get a photo first) – things like wet carpets, curtains and other damaged goods. If possible, retain a sample of the materials and record serial or model numbers from appliances
  • Keep receipts if you need to purchase essential items such as bedding or clothing
Townsville cleanup

Vehicle tips

  • If the vehicle has had water in the interior, do not start or drive it
  • If water has not entered the interior, but has inundated the engine bay (headlight height) or the exhaust, do not start or drive it
  • Where possible, take photos of the exterior (showing the water line if visible) and interior (through windows is fine)
  • If safe to do so, remove personal items including toll tags and garage remotes, leaving log books etc in the vehicle
Flooded car Townsville floods

If you have already started the clean-up, it will be okay, our claims assessors will work with you to support your claim.

Assistance with banking

If you're impacted by the weather event, we have extra staff on deck and there are a number of ways we can provide financial assistance, including:

  • Pausing loan repayments for up to 3 months
  • Waiving fees on early Term Deposit withdrawals
  • Waiving establishment, switch and split fees for members needing to restructure their finances, as a result of the weather event

If you need any financial assistance, please our banking team directly on 680 145.

Our community response team are also available in our Mobile Member Centre, to provide additional support on the ground.

Community assistance

The offers a range of recovery services and assistance measures to help people who have been impacted by disasters in Queensland, including:

  • Financial assistance
  • Emotional wellbeing and support services
  • Information, referrals and advice