Back‑to‑back hailstorms and gales in late 2025 hammered homes across south‑east Queensland and northern New South Wales. The Insurance Council of Australia declared a catastrophe across more than 140 postcodes and said over 16 000 claims were lodged. With tradespeople in short supply the stage was set for disagreements over repairs. This article outlines why disputes flare up after storm repairs, how independent inspections and clear scopes prevent complaints and offers a condensed quality assurance checklist.
Why disputes arise
After a disaster surge, the push to restore homes quickly creates fertile ground for conflict. Some contractors turn up uninvited, offering to manage claims for a fee. The Insurance Council warned storm‑hit homeowners that if they engage unapproved trades the insurer may refuse to reimburse the work. Unlicensed or opportunistic trades often deliver poor workmanship and are a major cause of complaints.
Disagreements also arise over what caused the damage and what is covered under Storm insurance. Insurers are entitled to inspect a property and decide whether it should be repaired or replaced, but distinguishing storm damage from wear and tear is not always straightforward. In a notable AFCA case, the complaints authority ruled that limited inspections by the insurer meant storm‑driven water ingress was the probable cause of cracking and mould and ordered a new scope and compensation.
Documentation can also be a flashpoint. A scope of works lists every repair task and forms the basis for pricing and timelines. The Insurance Council says scopes often evolve through several discussions to reflect all damage and should be updated if new issues are uncovered. When scopes are incomplete or poorly explained, repairs may be missed and disputes follow. Homeowners are encouraged to review the scope and seek independent advice from a builder or building consultant.
Finally, delays and communication gaps erode trust. Claims should be finalised within four months, or twelve months in exceptional circumstances, yet a surge in claims can overwhelm insurers. ASIC’s review found that oversight of independent experts and complaint handling needed improvement. Keeping customers informed throughout repairs helps prevent frustration.
Independent inspections and structural assessments
Impartial experts play a pivotal role in resolving storm repair disputes. The Queensland Reconstruction Authority’s repair guide stresses that replacing damaged parts like‑for‑like does not improve resilience and that homeowners should seek advice from a qualified professional. Damage occurring at wind speeds lower than the home’s design rating signals a structural weakness that must be addressed. The guide recommends thorough inspection of both damaged and undamaged parts and notes that a structural inspection can uncover hidden roof damage even when a building looks intact.
Independent building consultants and engineers provide the objectivity needed to distinguish storm damage from wear‑and‑tear. The Financial Rights Legal Centre recommends that policyholders ask a builder or engineer to review the insurer’s scope. In the AFCA dispute noted earlier, a homeowner’s expert report was instrumental in overturning the insurer’s decision.
Clear scopes and continuous communication
Agreeing on a scope of works is the foundation of a successful repair. The Insurance Council explains that the scope lists all repair tasks and helps determine what damage is covered. It is typically prepared after the property has been inspected, may evolve through several drafts and should be updated if hidden damage is discovered. Homeowners should review the scope, raise any overlooked damage and seek independent advice if needed.
Communication is equally important. It highlights the need to check a contractor’s licence and to sign a written contract that complies with the law. Insurers and builders should mirror these messages, scheduling regular updates and ensuring that all parties understand the plan.
Quality assurance checklist
Quality assurance isn’t about box‑ticking; it is about avoiding rework and ensuring repairs stand up to the next storm. A streamlined checklist can help claims teams and builders.
Feedback after settlement helps insurers refine their processes. ASIC’s review highlights the need for better oversight of independent experts and clearer explanations of cash settlements. Learning from each storm season builds a culture of continuous improvement.
Building resilience into repairs
Dispute prevention is also about looking ahead. Simply replacing broken elements with identical materials may restore a home to its pre‑storm condition but it does little to harden it against the next cyclone or hailstorm. The Queensland Reconstruction Authority’s guidelines emphasise that owners should plan repairs with resilience in mind. This means assessing whether the building’s wind classification is appropriate for its location and, if not, upgrading connections and fixings so that roof battens and rafters will hold under higher wind speeds.
Structural inspections should examine the whole load path, from roof sheeting down to footings. This will ensure the entire system can resist uplift and lateral forces. Materials should be durable and corrosion‑resistant; screws, bolts and tie‑downs need to be protected against rust, particularly in coastal regions. Following the Building Code of Australia and relevant standards for wind loads and waterproofing not only protects property but also reduces the likelihood of arguments about whether a repair was adequate.
In Summary
Severe weather will continue to test Australia’s housing stock and insurance systems. Construction dispute resolution is not just about fixing a broken roof. It is about rebuilding confidence in the way insurers, builders and homeowners work together. Independent disaster assessments and structural assessments help distinguish storm damage from pre‑existing problems.
Clear scopes, transparent communication and quality assurance processes give everyone a shared understanding of what will be repaired and how. When insurers verify licences, commission independent experts, and monitor repairs against agreed scopes, complaints drop and communities recover faster.
As we head into another storm season, the key to preventing post‑summer disputes is simple: plan carefully, document thoroughly and always put quality first.