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

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