New Zealand has had a difficult start to 2023. In late January, the island’s largest city, Auckland, experienced widespread flooding, breaking all records for the wettest month in the region since records began. Shortly thereafter, the impact of flooded homes, displaced residents and businesses was compounded by Cyclone Gabrielle, a natural disaster causing more than 400% of regular rainfall in New Zealand’s North Island through February. Most devastatingly, the impact of the cyclone led to 11 lost lives.
New Zealand’s primary operations, Suncorp Group insurers AA Insurance (a joint venture between Vero New Zealand and the New Zealand Automobile Association) and Vero New Zealand, received more than 20,000 initial claims by 27 February. We now know that this has been the most significant extreme weather event the country has experienced to date.
While New Zealand worked overtime to provide a care and support to their customers in their most dire moments, Suncorp Group’s Australian operations stepped up. By the end of February, Suncorp had physically deployed dedicated support teams from Australia to New Zealand to work on the ground alongside their Auckland-based colleagues in an assessment capacity.
Now, as New Zealand turns towards recovery six months after the first flooding hit the region, we take a look at how the events of this disaster unfolded, and hear from those behind the scenes who acted fast to support those customers in need.
27 January, 2023
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30 June 2023
The faces behind Cyclone Gabrielle
My role is unique in that I specifically manage commercial claims above $100,000, which means the claims are significantly in-depth, and require increased focus. For this event, I have been working on claims over $300,000 and the number of claims in this range has increased dramatically from my previous workload, so it's really been a challenge to give my all to the business in a time it needs me the most.
I have a personal motivation and passion to help these customers, it’s what’s kept me going through the challenge of increased claim volumes, vulnerability, and urgency. I can see that my work makes a real difference to the people I’m helping.
Having the Australian team jump up to support with our claims volume made a discernible difference not only to our customers, but to us behind the phones. Having the support of the additional consultants was essential for the ongoing mental wellbeing and work management for our team.
When the floods hit, I was working part-time. I actually asked my leader if I could scale back up to full-time duties when I saw the impact on our volume of claims.
From the moment the first bout of heavy rain hit, our team recognised the gravity of the situation. I remember it was a Friday night, and our team was talking late into the evening about how we would need to flex up for the Saturday, which would no doubt be the first influx of phone calls from customers.
Until that point, I’d never experienced something like this in my 25 years at Suncorp. The number of people affected and displaced across New Zealand was horrendous. I was relieved to have the opportunity to work with our Aussie comrades across the ditch, I think it really represents what we can do as an international team when required.
