icare Catastrophe Response Hub

In times of crisis, we've got your back. This hub is the go-to resource for NSW Government agencies, offering essential tools and information to help you navigate declared catastrophe events.

Here, you will find the resources, processes, and documents you need to lodge claims, support your agency, and connect with key contacts at icare and Gallagher Bassett 

What is a Declared Catastrophe Event?

A catastrophic event is a large-scale natural or human-made disaster causing significant damage and disruption to the community.

It's declared when there's a high number of insurance claims, major impact on assets and infrastructure, and an official natural disaster declaration by the NSW Government. A declaration may also be made by the Insurance Council of Australia.

What’s next once a catastrophe event is declared?

In the event of a catastrophe (CAT) declaration, NSW Government agencies should engage with the catastrophe claims process through icare Insurance for NSW.

Agencies should:

  • Stay informed with internal updates from your Client Engagement Managers.
  • Keep your Technical Claims Manager and Client Engagement Manager informed with relevant updates including the number of, and access to, damaged sites. Your input helps us provide effective support during Catastrophe events.

Current Catastrophe Event: key information
Catastrophe Event Type Bushfire/Storm/Flood
Date Event Declared 23/12/2023
Impacted Regions* Queensland, NSW and Victoria
Industry wide number of claims lodged with commercial insurers 30,000

* Note: This information is current as of the last Hub update. For the most recent details, please visit the Insurance Council of Australia (ICA), NSW Rural Fire Service (RFS) or NSW State Emergency Service (SES) websites.

How to make a CAT claim

In the event of a declared Catastrophe event, understanding and initiating the claims process is crucial. Below, you will find essential links that will guide you through each step of this process.

Catastrophe Event Process

Get detailed insights into the entire claims procedure during a Catastrophe Event. This document serves as your comprehensive guide.

  1. Download the:

    Motor CAT Claims form here

    Property CAT Claims form here

  2. Work with your Technical Claims Manager to submit either a motor and/or property CAT claim
  3. Complete the relevant CAT claim form and email to CATClaims@icare-gb.com.au
  4. For multiple (bulk) CAT claims, your Technical Claims Manager (TCM) will advise you on approach
    Multiple (bulk) CAT Claims: Special circumstance guidelines
    Under certain conditions, icare may permit the submission of multiple (bulk) claims. This is an exception and requires prior approval from your Technical Claims Managers. Contact your Technical Claims Manager or Client Engagement Manager for more information.  

Key Claims contacts

Email: CATClaims@icare-gb.com.au

Call: 1300 407 022 and press 0

If you need help accessing any of the content on our website or portals, please email accessibility@icare.nsw.gov.au.

 

CAT resources

  • Bushfire Resources

    Preparation is the key to good bushfire management, that's why we've created two resources to help you prepare your agencies for bushfire season.

    You’ll also find a link to the RFS NSW Fires Near Me site where you can view a map of all bush and grass fires attended by fire services in NSW and other incidents attended by NSW RFS volunteers in real time.  

    Download the Bushfire Fact Sheet

    Download the Bushfire Preparation Checklist

    Link to NSW Fires Near me

    Australian Fire Danger rating system

    Australia’s fire danger rating system has been improved and simplified to make it easier for you to make decisions to stay safe on days of fire danger risk.

    Know the changes as they could save your life. They're now simpler with clear actions to take.

  • Storm Resources

    Storm season usually occurs from October through to March in NSW. The season can be exacerbated by La Niña, an atmospheric and oceanic phenomenon that increases heavy rainfall and can cause cyclones and flooding.

    La Niña occurs every three to five years, and it has been responsible for the most serious flooding in recent years.

    To help you prepare for storm season, we’ve created this tip sheet & checklist which takes you through what you can do to mitigate risks in storm season, and what to do in the wake of storm and flood damage.

    Link to Bureau of Meteorology for NSW

    Download the Storm Tip Sheet

    Download the Storm Checklist

  • Flooding, Rain and Vehicle Resources

    Heavy rain and flooding can damage motor vehicles and endanger people on the roads. To help you protect your cars, vans, trucks and your people, we’ve put together some tips about what to do when driving in heavy rain and flooding.

    Link to NSW SES Alerts

    Download the Flooding, rain and Vehicles Tip Sheet

  • Hail Resources

    Climate change doesn’t just increase the likelihood of bushfires and flooding. As its impact grows, hailstorms are also predicted to increase in frequency, length, and intensity.

    Sometimes there may be little or no warning of storms, especially during the storm season, where storms can develop, hit and clear very quickly. Download this tip sheet now

    Link to Bureau of Meteorology for NSW

    Download the Hail Tip Sheet

  • High-risk areas

    Agencies are able to view the location of their assets submitted to icare via the TMF Dashboard, in the Property Stream, through the Agency Profile GL application.