“First to arrive and last to leave”: IAG supporting customers after homes and livelihoods lost in Victorian bushfires

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Customer news Cyclone Alfred: One Year On 02 March, 2026 3 Share this story: WATCH: One year on from Cyclone Alfred, IAG Assessor Sean Freeburn returned to visit impacted customers on the Gold Coast. When severe winds and rain from ex-Tropical Cyclone Alfred brought a large eucalyptus tree crashing down on NRMA Insurance customer David's home, the family was lucky to escape without serious injury. "All of a sudden, WHACK! A 30-metre eucalypt came down from the back of the property and went straight through the middle of our garage roof," David said. "My daughter had gone to a friend's place for the night. Had she been here it would have been a different kettle of fish because her bedroom's right next to the garage." Builders conducting a Make Safe Repair on NRMA Insurance customer's David roof in the days following ex-Tropical Cyclone Alfred. Ex-Tropical Cyclone Alfred hit the coastline between Brisbane and northern New South Wales in March 2025. It was the first tropical cyclone to impact the region in more than 50 years and ranked among 2025's costliest global disasters. For IAG, whose brands include NRMA Insurance, CGU, WFI Insurance and ROLLiN', the event triggered a large-scale response from its 24/7 Major Events team as communities across two states began to feel the impact. When David's claim was received, Property Assessor Sean Freeburn was on the road within half an hour to inspect the damage, check the family was safe, and arrange emergency Make Safe repairs to prevent further wind and rain damage. Commenting on the experience of helping customers in the aftermath of severe weather, Property Assessing Manager Tony Wood said: "When we arrive at a customer's property, it's often after their home has been seriously impacted. We see the emotion that comes with that moment, and our presence is about reassurance and support. Our team works face-to-face with customers to explain what's happened and how we'll help them move forward in the recovery." One year on, Sean and the team returned to visit David's family and their home. Throughout the repairs, I've kept in regular contact with David and his wife, making sure everything is progressing according to the repair schedule and that they're happy with the work being done. Sean Freeburn NRMA Insurance Property Assesor With his garage now fully repaired, David recounted his experience with NRMA Insurance: "When you choose your insurance, you don't know how things will be when the bad things happen," he said. NRMA Insurance customer David's roof and property repaired after ex-Tropical Cyclone Alfred. To go through what we went through, there's a set point when you really go, well this company is looking after me, this is gold standard, and that's what NRMA Insurance really did for us. It was a level of help that I didn't really expect, but really important. David NRMA Insurance customer Inside IAG's Early Warning System IAG activated its 24/7 Major Event Command Centre six days before Alfred hit, using its proprietary Situational Awareness Map (SAM) to track the cyclone and prepare for its impact. With Advanced AI, the technology brings together satellite, property, policy and environmental data in one place, providing a clearer picture of where support will be needed most. SAM was a game changer during IAG's Cyclone Alfred response, as it allowed the team to follow the storm's progression, identify homes and businesses at risk and proactively contact customers ahead of its impact. It also helped the ground assessors and response teams to act quickly and provide more informed assistance throughout the event. IAG Executive Manager of Property Claims Fulfilment Scott Lindsay said the platform was crucial in supporting customers before and after the cyclone. "The data we received enabled us to send more than 500,000 text and email messages urging customers in the cyclone's path to prepare," Mr Lindsay said. "When natural disasters strike, SAM and other data sources helped us to quickly triage damage assessments, prioritise emergency repairs and pre-arrange temporary accommodation for customers across Northern NSW & SE QLD​." IAG Starlink satellite terminals deployed alongside NRMA Insurance Assessors responding to ex-Tropical Cyclone Alfred. Strengthening customer support and communication through Optus During the weather event, IAG partnered with Optus to trial portable Starlink micro terminals, providing satellite internet connection to those assessors visiting customers in communities experiencing long-term power and mobile phone outages. Response teams were able to process damage reports in real time, remain connected in the field and bring mobile claims support directly to communities, with the terminals also deployed alongside our fleet of NRMA Insurance Help Response Vehicles that were positioned in the most impacted areas to help customers access information, charge devices and lodge claims. First on the ground and the last to leave Alongside the deployment of new technology during ex-Tropical Cyclone Alfred, IAG provided on the ground support to customers. Alongside the deployment of new technology during ex-Tropical Cyclone Alfred, IAG provided on the ground support to customers. As soon as it was safe, NRMA Insurance Help Response Vehicles were deployed to three locations, with teams also supporting recovery hubs across a total of 12 ground deployments, bringing face-to-face support to customers and communities. The team completed more than 2,300 emergency Make Safe repairs to stabilise damaged homes, placed 126 customers into temporary accommodation and settled more than 3,400 food spoilage claims following prolonged power outages. Mr Lindsay said, "IAG will continue to be the first on the ground and last to leave when disaster strikes, always supporting our customers and communities across Australia with empathy and agility." IAG on-the-ground teams supporting customers in Robina at the NRMA Insurance Help Response Vehicle, March 2025. A changing risk landscape IAG Executive Manager of Natural Perils and meteorologist Peter Chan said Ex-Tropical Cyclone Alfred provided an early indication of how cyclone risk may evolve across Australia, particularly for communities historically outside traditional cyclone zones. "It's critical that we help reduce the risk and impact of severe weather through mitigation and improved land use planning, as well as continue to invest in preparedness and response capability," Mr Chan explained. One year on, Ex-Tropical Cyclone Alfred remains a defining event for IAG and its brands' response to extreme weather, with learnings from the event continuing to shape how technology, intelligence and operational readiness support communities before, during and after severe weather events.

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