Queensland’s natural wonders define its identity, but its residents know all too well that living in this region comes with seasonal challenges like hailstorms. These events test the resilience of homeowners and communities as they rally to restore and rebuild. For many property owners, however, the most daunting task isn’t physical repairs but navigating the complexities of insurance claims, where resilience takes a different form.
Storm Support Services—an independent intermediary and end-to-end claims management firm—offers a lifeline in these moments. It provides free damage inspections, takes charge of the entire claims process on the property owner’s behalf and connects them to licensed, vetted builders across Queensland to carry out repairs.
“We focus on recent cases, generally within the last year, but we can backdate claims if necessary. From there, we manage the claim entirely and even cover the client’s excess up to a certain amount, allowing property owners to focus on recovery rather than unexpected expenses,” says Max Sollmer, general manager.
This commitment to client-centricity, combined with over a decade of expertise in insurance product disclosure statements, Insurance Council of Australia guidelines and relevant legislation, has made Storm Support Services the go-to partner for Queenslanders recovering from storm impacts.
A Helping Hand When You Need It Most
Hailstorms hit hard, but insurance red tape hits harder. Once the skies clear, claims for hail damage are often denied, with insurers frequently citing insufficient evidence or disputing that the damage doesn’t meet their criteria. This issue has become increasingly common, especially during quieter storm seasons with fewer major hail events.
Storm Support Services works proactively to prevent these situations. The firm ensures every claim is built on thorough documentation and expert validation, setting its clients up for success from the outset.
Each client works with a dedicated consultant who oversees the entire journey—from the initial damage assessment to signing the building contract—providing consistency and trust.
“The person we send to confirm damages is the same person who helps you navigate everything—not just through emails and updates, but in person,” says Sollmer.
From day one, consultants take charge, conducting thorough property inspections and gathering all necessary evidence. High-resolution photographs, repair estimates and detailed weather data are collected. Employing tools like infrared imaging and UAVs, they ensure every potential angle is captured and substantiated, leaving no room for insurer pushback.
When insurers require builder reports to validate claims, Storm Support Services eliminates this often costly and frustrating hurdle. The firm immediately engages licensed builders to prepare detailed assessor reports and repair quotes at no cost to the homeowner. These expert reports provide robust validation, helping overturn claim denials and paving the way for approvals.
The results of this structured approach are remarkable. On average, claims are resolved within six to eight weeks faster than the industry standard. By combining advanced technology, trusted builder relationships and a client-first approach, Storm Support Services transforms a process often riddled with delays into one that is efficient and stress-free.
“Our goal is to restore trust and peace of mind, helping families recover without unnecessary delays or financial strain,” adds Sollmer.
The Backbone of Success
A team that knows the ropes—experts who combine field experience, compliance knowledge and client advocacy—makes Storm Support Services deliver seamless claims management. Each member is well-versed in Australian Financial Services License (AFSL) requirements, ensuring it operates with accountability in an ever-changing regulatory landscape.
We focus on recent cases, generally within the last year, but we can backdate claims if necessary. From there, we manage the claim entirely and even cover the client’s excess up to a certain amount, allowing property owners to focus on recovery rather than unexpected expenses
The sales manager remains deeply involved in the field, fostering direct communication with clients and overseeing claim progress. This hands-on involvement complements the team’s efforts to ensure every case is managed with care—from the initial assessment to insurer coordination. Meanwhile, the leadership team, led by the Licensee, monitors evolving regulations and compliance requirements, ensuring that Storm Support Services and insurers adhere to the highest standards.
This depth of expertise enables the team to tackle even the most challenging claim denials. In one recent case, an insurer attempted to exclude critical roof components like tie-downs and battens from coverage. The Storm Support team quickly overturned their decision by referencing specific rules and regulations, resulting in securing the necessary funds for repairs and protecting the client from unexpected expenses.
Turning a Denied Claim into a Fully Approved Restoration
When a powerful hailstorm struck Gympie recently, a large commercial property—home to a manufacturing business— sustained severe damage. Initially confident in their insurer’s support, the property owners filed a claim directly. Their confidence quickly turned to disappointment when the insurer denied the claim, asserting there was no hail damage to the roofing systems, solar panels, or rooftop air conditioning units.
Referred to Storm Support Services by a trusted solar trade partner, the property owners turned to the team for their expertise in handling intricate commercial claims. Storm Support Services promptly initiated a thorough on-site assessment and enlisted an independent builder to compile a detailed damage report. This report identified widespread damage to the solar system, the central warehouse roof, the administration roof, two sheds and a rear patio roof. It confirmed the necessity of entirely replacing all roofing systems, solar panels and damaged rooftop air conditioning units.
The insurer initially responded to Storm Support Services’ efforts with partial approval. However, more than 700m² of roofing was still disputed. The approved scope of work failed to account for all the repairs required to restore the property to its original condition and meet Australian standards. Unwilling to accept a partial resolution, Storm Support Services escalated the case.
The team facilitated multiple site meetings with the insurer’s representatives, builders and independent consultants while submitting detailed correspondence to ensure a comprehensive claim review. With water ingress starting to affect the workplace, swift action was crucial. A final site inspection with an alternative building consultant ultimately persuaded the insurer to recognize the full extent of the damage. The insurer approved the entire claim without involving the Australian Financial Complaints Authority.
The final scope of work includes replacing all roofing systems, installing a new solar system and upgrading rooftop air conditioning units. The property owners commended Storm Support Services for their persistence, expertise, and regular communication.
This case underscores Storm Support Services’ ability to achieve results through detailed documentation, skilled advocacy and commitment to fair resolutions.
“Most insurers agree that when we manage a claim, the evidence of damage is clear, and the process is smooth,” adds Sollmer.
Expanding Horizons and Building a Legacy
With a vision for the future, Storm Support Services is set to continue serving residential clients while expanding into new markets to assist more property owners with hail-damaged properties. Over the past year, the team has strategically grown its staff base to ensure they are well-prepared to manage new ventures, including commercial and investor-owned properties, without compromising the high-quality service their residential clients have come to expect.
A reputation built on trust and results has set the company apart from competitors. Displaying nearly 400 five-star Google reviews, the team has cultivated a loyal client base that speaks to their focus on excellence and client satisfaction. These achievements have established Storm Support Services as a trusted leader in claims management, consistently exceeding expectations.
Beyond claims management, Storm Support Services is committed to making a meaningful difference in the community. In 2023, it became a major sponsor of the McGrath Foundation, a leading breast cancer research charity. Through ongoing fundraising efforts, it contributes to vital advancements in breast cancer care and research. Every October, the team proudly wears hot pink shirts and shoes to represent their dedication to this cause, demonstrating their commitment extends beyond their day-to-day operations.
As it looks toward continued growth, Storm Support Services’ mission remains resolute—to deliver expert claims management with integrity while making a lasting impact on clients and the wider community.
