VIRGINIA Morgan is furious.
Her Aid Street home of 15 years is sinking and its contents stacked floor-to-ceiling in one room while the cleanup gets underway.
And her insurance company, Allianz, has said it won’t give her a payout because it doesn’t cover flood damage.
“I rang my insurer on the Wednesday before the peak, and was told they couldn’t find my policy,” the widowed mother of two told Central Queensland News.
“Then, when they did find it, they said it was cancelled.
“Then, they said that flood damage wasn’t covered by the policy, despite me paying premiums every month for their ‘Top Cover’ insurance.”
Every month for 15 years, Virginia has paid $350 premiums to Allianz for what she was told was their all-encompassing insurance coverage.
Under the policy, she is covered for liability, structural damage, mortgage payments, and house and contents.
An insurance assessor has inspected her home but that has not expedited the claims process, but rather impeded it.
“The inspection has been done and he said I would get a letter in the mail with the outcome,” Virginia said.
“But I rang Allianz again and they said they hadn’t seen anything about my house.”
Disgusted with the customer service from Allianz’s claims centre, Virginia is now fighting for the insurance giant to send an independent hydrologist to determine what type of water destroyed her home.
Allianz General Manager Corporate Affairs Nicholas Scofield said a hydrologist would be sent to her home in the coming weeks to determine the cause of the damage, after which time, Virginia’s claim would be reviewed.
Mr Scofield said no Allianz policy offered flood coverage, but did cover all accidental damage.
“There are three levels of coverage from the basic level, to a mid-range to a top range,” he said. “Those policies offer different coverage, obviously, but all would have a flood exclusion clause in the contract.
“Rainwater runoff is covered.”
Rainwater runoff, Mr Scofield said, is water which runs across usually dry land due to excessive downpours.
“For example, if on a slope and water was rushing down the slope, that would be rainwater runoff,” he said.
Mr Scofield said the best advice for Allianz customers whose properties have been assessed and claims lodged would be to wait for a hydrologist to inspect their homes.
“There’ll be hydrologists commissioned for every floodplain,” he said.
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