7 no 3, 1999
Survey of Hail Victims re: Ceiling Dust Insurance Claims
By Rosemary Ayoub, The LEAD Group Committee
The LEAD Group attempted to contact 92 hail area residents who had contacted The LEAD Group's telephone advisory service about ceiling dust. Unfortunately, many hail victims have had to relocate during repairs so contacting them proved difficult.
The results were:
Those insurance companies that had approved ceiling dust extraction were:
GIO, ROYAL AND SOUTHERN, ZURICH, MERCANTILE MUTUAL, WESTPAC, QBE, COMMONWEALTH BANK INSURANCE and ROYAL AUSTRALIAN ALLIANCE
Of the 7 unaccepted quotes for ceiling dust extraction, 6 were from NRMA and one was from QBE. There were no surveyed callers who had claims approved for ceiling dust extraction from NRMA. The callers were given a number of explanations for this (none as yet in writing, one caller is still waiting and fighting): the following verbal responses from NRMA were passed on to the LEAD Group by four different residents (names withheld):
The rejected QBE caller asked verbally if they would pay for extraction and they said "no".
Another QBE caller had been accepted for ceiling dust extraction but not for clean up after repairs were carried out without her knowledge. Old building materials were dumped on her front yard. QBE will not pay for topsoiling (name withheld).
No Response to Complaint to ICA
The LEAD Group wrote (by email) on the 20th August 1999 to Chris Henri of the Insurance Council of Australia (ICA) to advise ICA of the insurance survey results (above) and to complain about the inconsistency of policies on ceiling dust removal among ICA's membership. The biggest complaint was about policies not being put in writing. To date, no response has been forthcoming (3 months later). On 25th November 1999, the complaint was faxed to ICA and a day later still no acknowledgment or response has been received.
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Updated 10 October 2011