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Rural Customer Gains Justice After Settlement on Botched Roof Job

In an exemplary case of customer advocacy, a financial broker's persistence has facilitated a significant compensation for a rural policyholder following subpar roof repairs.

Following a natural calamity in 2018, the client submitted a claim to have their hail-damaged roof fixed, a service managed by the insurer HDI Global Specialty.

Unfortunately, the attempted repairs left much to be desired, with a misuse of roofing materials raising concerns over both appearance and functionality.

Negotiations regarding adequate compensation seemed to linger indefinitely, with a spectrum of offers being tabled before the Australian Financial Complaints Authority stepped in to arbitrate. Initially, the roofing repairer admitted to the substandard workmanship and proposed a settlement of $9,345. However, the client's broker argued for a more substantial amount, $59,261, supported by an external carpenter's assessment. The suboptimal materials not only caused visible warping but were predicted to considerably shorten the roof's lifespan.

Despite the repairer's willingness to redo the roof, the homeowner was understandably reluctant to re-engage the same firm, resulting in further delays in remediation. Failure to agree on an actionable solution precipitated extended frustration for the homeowner.

The dispute's resolution came as the complaints authority stepped in, suggesting cash compensation as the most feasible route to rectify the missteps encountered over the protracted four-year period. The authority's involvement culminated in HDI being directed to pay $40,000 in damages, along with an additional $2,000 for non-financial losses. This sum aimed to account for the exceptional stress and inconvenience attributable to the poorly executed roof repairs.

The ruling by the complaints body was welcomed as a fair conclusivity, mandating the insurer's adherence to the policy agreement and offering the affected homeowner a much-needed sense of finality to a lingering issue.

Published:Friday, 1st Mar 2024
Source: Paige Estritori

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Insurance News

National Climate Risk Assessment Unveils Growing Insurance Challenges

17 Sep 2025: Paige Estritori

The Australian government has unveiled its inaugural National Climate Risk Assessment alongside a comprehensive National Adaptation Plan, highlighting the heightened impact of natural disasters on insurance accessibility across the nation. With an urgent call to action, the government acknowledges the impending climate threats and commits to intensifying efforts towards emission reduction. - read more

ASIC Extends Relief on Distribution Rules for Insurance Providers

16 Sep 2025: Paige Estritori

The Australian Securities and Investments Commission (ASIC) has announced an extension of the exemption allowing general insurance providers to forego appointing product distributors as authorised representatives. This decision comes with the introduction of a new legislative instrument, 2025/520, which renews the previous framework, originally established under instrument 2015/682. The relief will now continue until August 27, 2030. - read more

Cyber Insurance Becomes Essential Amid Rising Digital Threats

12 Sep 2025: Paige Estritori

The recent cyberattack on Fortnum Private Wealth, accompanied by ASIC's legal action, has spotlighted the critical risks cyber threats pose to financial advice companies in Australia. With digital integration intensifying across the finance sector, the owner of Fortnum, Entireti, plans to defend the case, underscoring the necessity for ongoing vigilance in cybersecurity measures. - read more

Swiss Re Foresees Rising Premiums Amid Increasing Global Risks

10 Sep 2025: Paige Estritori

In a comprehensive analysis, Swiss Re Institute predicts that global property and casualty insurance premiums will rise in tandem with GDP over the upcoming decade. This growth is driven by amplified natural catastrophe losses, asset accumulation, and heightened economic and litigation claims inflation. The institute's report outlines the evolving insurance landscape amid increasing global risks. - read more

Insurance Council of Australia Assists NSW Flood Claimants

09 Sep 2025: Paige Estritori

In response to the devastating floods that swept across New South Wales' Mid North Coast in May, the Insurance Council of Australia (ICA) is taking proactive steps to support the affected residents. Insurers, organised by the ICA, will be meeting with flood victims in Kempsey, Taree, and Port Macquarie to provide guidance and support as they navigate their insurance claims. - read more

Ombudsman Upholds Policyholder’s Claim Despite Fraud Allegations

08 Sep 2025: Paige Estritori

A motor insurance policyholder has won a significant dispute over fraud allegations, with the industry ombudsman ruling in favour of a payout following a controversial car accident claim. The case revolved around an incident where the claimant's wife crashed at an intersection one evening, reportedly failing to yield. The lack of photographic evidence due to shock and subsequent involvement of towing services complicated matters. - read more

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Knowledgebase

Umbrella Policy:
An additional insurance policy that provides extra liability coverage beyond the limits of the insured's primary policies.

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This website is owned and operated by Clark Family Pty Ltd (as Trustee for the Clark Family Trust) 43 Larch Street Tallebudgera QLD 4228, A.C.N. 010281008, authorised Financial Services Representative of Unique Group Broker Services Pty Ltd, Australian Financial Services License 509434. Visit the ASIC website for additional licensing information.

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