CHU Underwriting Agencies has unveiled a striking new exhibition experience, ‘Which side are you on?’, at the 2026 Steadfast Convention on the Gold Coast, setting a new benchmark for how strata insurance is brought to life in a live environment.

The immersive installation is designed to challenge, engage and inspire brokers and industry partners by making the value of strata insurance immediately tangible.

At the centre of the activation is a dramatic split-scene apartment, divided cleanly in half. One side depicts the consequences of being underinsured: damaged, chaotic and visibly impacted by real-world events such as fire, water damage and structural issues. The other presents the same space protected by CHU: calm, secure and meticulously maintained.

“The visual contrast is immediate and confronting, inviting attendees to reflect on the role of protection in safeguarding strata communities,” said CHU Head of Claims David Gow. “The concept is underpinned by a simple but powerful idea: cover matters. By turning an abstract insurance proposition into a physical, walk-through experience, CHU enables visitors to not just understand risk, but to feel it.”

The booth was designed by Sydney-based experiential agency The Park.

“The idea started with a simple tension between risk and protection,” said The Park Managing Director Erika Morton Allen. “We wanted to make the invisible value of insurance visible. By splitting the space into two distinct realities, people instinctively understand the difference. It becomes personal.”

Designed to stand out in a crowded exhibition environment, the booth deliberately disrupts expectations. The damaged side features authentic, highly detailed elements, including scorched furnishings, burst-pipe simulations and visible structural distress, while the protected side contrasts with a clean, modern, and reassuring aesthetic.

There are 10 QR codes strategically placed next to various types of damage, each linking to a video in which David Gow explains why insuring against that particular risk is crucial.

The activation reflects CHU’s broader strategy to lead the strata insurance market through innovation, expertise and service. It demonstrates the organisation’s focus on strengthening strata communities by helping customers better understand risk, prevention and long-term resilience.

“Our goal was to create an experience that goes beyond a traditional booth,” said David Gow. “We wanted something that would stop people in their tracks, spark conversation and create a deeper level of engagement with our team. This is about showing, not telling, what we stand for.”

Authenticity was crucial when designing the booth, Erika Morton Allen explained.

“The damaged side was not merely implied; it was physically realised through broken structures, distressed finishes and an atmosphere of disruption that felt both authentic and unsettling,” she said. “To enhance this realism, we incorporated real copper piping and resin to simulate a burst pipe, complete with a resin water puddle. We also torched the furniture to convincingly convey fire damage, used real red wine to create accidental staining on the sofa, and applied dirty water to both the sofa and the rug.”

By combining storytelling, design and technical execution, CHU’s latest activation reinforces its position as a pioneer in the industry, delivering a clear and memorable message: in an uncertain world, the right protection makes all the difference.

CHU’s ‘Which side are you on?’ experience will feature at industry events throughout 2026.

CHU’s single risk capacity has more than doubled up to $690 million.

CHU, Australia’s largest strata insurance underwriting agency, has announced a significant increase in single risk capacity. 

Effective immediately, CHU’s single risk capacity has increased up to $690 million, a substantial improvement on the previous cap of $300 million. 

This capacity expansion applies to CHU strata insurance for both residential and commercial properties. 

“We are seeing a sustained trend in strata developments becoming bigger, both in size and unit volume, so the opportunity to provide insurance to more customers living in strata is an exciting and important prospect,” said CHU Chief Executive Officer Kimberley Jonsson. 

“This development allows for more choice for customers. CHU will now be able to independently offer quotes for larger risks, while also being able to, where needed, place larger shares in existing coinsurance arrangements.”

CHU’s capacity comprises the sum of all property-related covers for any one insurance policy, including Insured Property, Catastrophe cover and Lot Owners’ Fixtures and Improvements. This value represents the maximum sum insured CHU can offer for any one insurable risk.

“While the strata insurance market has seen multiple new participants in recent years, nearly all this new capacity has been capped at the lower end of the market, so this change will be welcomed by the broader market, which is desperately seeking more options in the large sum insured space,” Kimberley said.

“CHU welcomes the opportunity to provide insurance for customers across a wider scale, expanding our product offerings to considerably larger buildings.”

Media enquiries
mediaenquiries@chu.com.au 

For the fourth consecutive year, CHU has won the Insurance Business Australia Gold Medal for Strata Cover.

This prestigious accolade was decided by brokers, who recognised CHU for its commitment to supporting insured parties before, during and after events, and overall claims processing efficiency.

“We have a skilled and experienced claims team that has extensive knowledge of the impacts insured events can have on strata buildings,” said CHU Head of Claims David Gow. “We use technology to deliver a fast and efficient service and this, coupled with our humanity and care for our lot owners, strata managers and brokers, is what really sets us apart.

“We take great pride in protecting the people we serve, often going above and beyond to provide our claims service, because we understand the importance of home, and our shared responsibility in protecting it.

“Being singled out by brokers as the best in strata cover reaffirms this approach.”

CHU’s victory, following successes in 2022, 2023 and 2024, emphasises the trust and support CHU is proud to enjoy from brokers Australia-wide.

When purchasing strata insurance, you may wonder how Brokers or Strata Managers acting as Authorised Representatives earn compensation for their role in supporting or arranging your policy. At CHU, we believe clarity is crucial, so owners fully understand the process and available options.

Who is involved in arranging strata insurance?

Insurance Broker

These licensed professionals act for the insured and provide general or personal insurance advice.

• Request quotes from different insurers and can provide a recommendation.
• Arrange and manage your policy.
• Support you through the claims process. 

A Strata Manager acting as an Authorised Representative (AR)

These licensed professionals can work on behalf of an insurance provider and act for the insurer, or work on behalf of a Broker and act for the insured.

They provide up to general insurance advice. For insurance, they may receive a payment from the underwriting agency for the service and expertise they contribute to the arranging and placement of the Body Corporate (BC) insurance. Including tasks such as:

• Help you arrange and manage your policy.
• Support you through the claims process and policy life cycle.
• Quotation, procurement, placement and renewal services.
• Insurance valuation services incl obtaining valuation and distributing information.
• Insurance advice services referring to an adviser, providing certificates of currency.
• Insurer negotiation and liaison services: managing claim decline negotiation, negotiations on premiums, liaising with legal, managing documentation.
• Insurance finance service: arranging loans or funding if required.

If your Strata Manager is conducting the above tasks, then they must have their own Financial Services Licence or be an Authorised Representative of a company that does have a Financial Services Licence.

If your Strata Manager is not an Authorised Representative (AR), then they are not able to help the Body Corporate (BC) with the above tasks. The BC must do it completely themselves or engage a Broker.

You may wonder what it means if your Strata Manager tables insurance documents at the Annual General Meeting (AGM), or helps you with tasks such as:

• Insurance claim services: lodgement, claim management, managing communications with insurer, loss adjuster and contractors, managing and filing paperwork, managing finance of claim.
• Insurance record keeping services: maintaining client insurance records, managing claim register.

This work does not require the Strata Manager to be an Authorised Representative.

The role of the Body Corporate

The Body Corporate is the legal policyholder and is responsible for insurance. Its role includes:

• Decide which insurer and policy to purchase, based on options presented by Broker or AR (if one is used)
• Identify any lot property that falls within the BC duty to insure, in addition to the common property
• Identify what falls within BC duty to insure, and what falls to individual lot owners, in order that lot owners can obtain appropriate insurance
• Create and maintain a list of the lot occupants and lot uses
• Create and maintain a common property asset and improvements register
• Determine the level of excess in relation to premium for any insurance obtained
• Compile and disclose information to the insurer that may affect the decision, and terms, to insure the property
• Determine the replacement value of the insured property
• Know if, and how often, the BC has a legal requirement to obtain a property valuation
• Know what assets are mandatory and optional to insure. Consider obtaining advice on the potential risks of optional assets
• Know if public liability insurance is mandatory and what the minimum coverage is
• Know if the BC engages any works that would fall under workers compensation legislation
• Ensure all necessary insurance cover is in place, adequate, and renewed on time. Including reading the insurance policy documentation
• Disclose insurance information to lot owners
• Approve the renewal or placement of insurance, and any resolutions related to insurance, at committee or general meetings
• Authorise payment of premiums and fees from the BC funds (collected through levies)

How do you pay for these services?

The Broker or AR may be paid by:

Commission

OR

A fee from the Body Corporate

OR

A mixture of commission, and fee paid by the Body Corporate.

What is commission?

This is a percentage included in your insurance base premium. To make it clearer, consider this example: on a $10,000 premium with a 15% commission, $1,500 goes to the Broker or AR. The commission is one of the factors insurers use when setting the premium price. It compensates the companies involved in arranging and placing insurance for the work and expertise they provide over the policy life cycle.

How does commission work?

Broker: The insurance provider will pay the commission to the broker.

AR: If there’s no Broker involved, some Strata Managers acting as an Authorised Representative (AR) of the insurer may receive commission directly from the insurer or underwriting agency for the knowledge, information and services they provide over the policy lifecycle to place and service the policy.

Broker and AR involved:

Both the Broker and AR are acting on behalf of the BC.

• The Broker may choose to receive a commission from the insurance provider and in turn pay some or all of this to the AR, again for the services provided over the policy life cycle.
• An AR may receive a portion of the Broker commission or fee (sometimes called a share or rebate), depending on the agreement they have with the BC

If this happens
The Broker and the AR must disclose any commissions or fees they are receiving to the BC so it’s clear who is being paid and how much.

AR compensation may be a commission paid to them by the Broker or underwriting agency, or a share of the Broker fee. If the AR chooses not to be paid by the Broker or Underwriting Agency, they may bill the BC directly to compensate them for the work done over the life cycle of the insurance policy depending on business models and contractual terms and conditions arrangements.

Who sets the commission amount?

• The insurance provider determines the commission percentage that is built into the insurance premium
• That commission rate is typically standard for each product class, such as strata insurance, and is part of the insurer’s costs of distribution and overall service provided by underwriting agencies and Broke
• The rate is disclosed in the underwriting agency or Brokers Financial Services Guide (FSG) and shown on renewal and new business quote documentation 

Can Brokers or Authorised Representatives change the commission amount?

No, not directly. They don’t set the commission percentage — it’s set by the insurer or underwriting agency. They can decide to take less commission than the insurer or underwriting agency is offering them. This includes ‘net terms’ where the insurer or underwriting agency pay no commission.

What needs to be disclosed?

In Australia, there is a very clear duty for commissions to be disclosed under Section 20B of the Insurance Contracts Act 1984 (Cth).

Both Brokers and ARs have a duty to inform the BC of how they are remunerated (commission, fees, or both).

What about fees instead of commission?

Not all Brokers or Authorised Representatives use commissions. Some charge a separate professional fee—a direct payment for their service, separate from the insurance premium.

To support this, CHU offers what’s called net-rated quoting. This removes commission from the premium, so your Broker or Authorised Representative charges you a fee instead.

Why does CHU provide both options?

Every strata community is different, and so is every professional relationship. That’s why CHU offers both commission-based and net rated quotes.

• If commission is preferred as part of the premium, that option remains available
• If payment of a fee by the BC to the Broker or AR is preferred, this option is also offered by CHU. This can be discussed with the Broker or AR.

To ensure transparency and informed decision-making, consider adding commission and fee information to your next Annual General Meeting agenda. This simple step can help owners stay informed about how fees and commissions are structured, enabling more effective discussions and decisions regarding insurance arrangements.

Recently, I have seen a lot of information about the Strata Community Association (SCA) NSW banning commissions. What happened, and what does it mean?

• SCA NSW has announced a voluntary reform initiative on insurance commissions, not a mandatory ban
• From 1 January 2026, SCA NSW members will be encouraged to begin a phased transition to a fee-for-service model to replace the commissions on insurance model
• This is voluntary for SCA NSW members, and existing contracts that include commissions can continue

Our role as an Underwriting agency

CHU doesn’t decide how your Broker or AR charges for their service. Our role is to ensure that the cost of arranging or coordinating insurance is available in a manner that works best for you and the professionals you engage.

Whether through commission or net rated quotes, our focus remains the same: helping strata communities access quality insurance and support when they need it most.

Source for roles of Strata Managers and Bodies Corporate:

Johnston, Nicole. A Data-Driven Holistic Understanding of Strata Insurance in Australia and New Zealand. Deakin University, June 2021.

New visual identity reflects CHU’s commitment to empowering healthier and more resilient strata communities across Australia.

CHU, Australia’s largest strata insurance underwriting agency, today unveiled a comprehensive brand refresh, introducing a new visual identity and reinforced brand positioning.

For generations, the Australian dream was a simple home on a quarter-acre block, a backyard and the promise of security, stability and future built on firm foundations. Core to CHU’s new brand is the idea that a home is more than just land, bricks and mortar. It’s a place of belonging and community.

CHU’s vision is to reimagine and fortify the Australian dream for all homeowners by transferring the same safety, resilience and sense of protection reserved for houses, to strata living.

CHU’s new brand identity is centred around the idea of “strengthening strata communities.” This renewed focus reinforces CHU’s long-standing commitment to protecting strata through trusted expertise, innovation, and care.

The rebrand includes a refreshed visual identity and foundational messaging, both of which are derived from CHU’s core values. The new CHU logo is made up of two key design elements: a foundation shape symbolising strength, resilience, and reliability, and an arc representing protection, innovation, and leadership. Together, they convey CHU’s unique role in not only insuring buildings but safeguarding the people and communities who live within them.

“Our rebrand represents more than just a refreshed visual identity, it encapsulates who we are today and where we’re heading. The new brand positioning supports our commitment to empowering healthier communities by reinforcing our role as a trusted partner in building safer, more resilient and connected strata communities across Australia,” said Kimberley Jonsson, Chief Executive Officer at CHU.

Since pioneering the first strata plan insurance policy in 1978, CHU has been a trusted partner in enhancing and maintaining Australia’s most resilient community-owned properties. As Australia’s largest strata insurer, CHU continues to lead the sector with its tailored insurance solutions, deep industry insight, and commitment to the future of strata living.

Media enquiries

mediaenquiries@chu.com.au

Australia is continually facing major climatic disasters, the latest being the NSW flooding.

Here are 10 key tips for when disasters strike:

1. The most important thing is safety. Share the state emergency services (SES) number 132 500 with residents. You may become the liaison between residents and owners and the SES.
2. Ensure residents can be evacuated safely.
3. Emergency accommodation can often be arranged with the insurance company where it is required.
4. If the SES or government body advise that it is safe to return to the building, enable access to the building for residents to recover essential belongings. Be careful of flood waters, debris and fallen powerlines.
5. Maintain building security and the security of residents’ personal property throughout.
6. Check the insurers’ website, LinkedIn or email blasts for specific catastrophe contact details and protocols. Some insurers may have a specialised catastrophe response team that will be able to assist.
7. Document everything via photos and/or videos to submit with the claim. Prepare an inventory of the damage – the more detailed and extensive, the easier it will be for insurers to advise on costs to remedy the damage and may speed up the claims process.
8. Lodge the claim as soon as possible via your broker if you have one.
9. Advise owners not to try to commence repairs until an insurance assessor has been to assess the extent of the damage. Emergency repairs should be undertaken only in the first instance to make the property safe – discuss this with the insurer.
10. Communication is key – ensure any information relevant to the crisis is communicated clearly to residents and owners throughout the emergency and after it.

CHU is proud to announce that Claire Burke, Senior Specialty Risk Underwriter, has been named in the Insurance Business Global 100 list for 2025. This prestigious list highlights the most influential professionals in the insurance industry, shining a light on their positive contributions.  

Since joining CHU in 2011, Claire has made a significant contribution, not only through her expertise in specialty risk underwriting, but also through her ongoing commitment to diversity and inclusion within CHU and the broader industry. 

A Specialist in Complex Risk Management 

Claire’s expertise within CHU’s National Specialty Risk Team has been instrumental in supporting customers with complex risks and buildings with defects, an area where insurance availability is often extremely limited. 

Affectionately known as the ‘Queen of Defects’ at CHU, Claire has become a trusted advisor in specialty risk underwriting. 

“As the market leader, we aim to provide support where we can. Managing and securing strata coverage for buildings with defects can be very difficult, and we know that the sector needs that level of support. I’m in a great position where I am empowered to find solutions,” Claire explains. 

A Driving Force for Industry Education 

Claire has long been a champion of education within the insurance sector, believing that knowledge-sharing is key to improving outcomes for brokers, strata managers, and clients alike. Claire has represented CHU on industry panels and has also hosted educational webinars on building defects in strata, sharing her deep knowledge and expertise with brokers and strata managers. 

“Education is such a huge part of what we can provide, and I am really passionate about educating our underwriters, clients, brokers, and the strata managers in this space,” she says. 

A Champion for Diversity and Inclusion 

Beyond her technical expertise, Claire is deeply committed to diversity and inclusion (D&I) in the insurance industry. As an advocate for the LGBTQIA+ community, she regularly raises awareness within CHU, encouraging open discussions and support. 

For Claire, visibility and representation matter. 

“Embracing differences strengthens us and enables us to serve our customers with empathy, understanding, and expertise,” she explains. “I’m very proud to be recognised. I hope to show other women, especially queer women, that you can be a leader in this space.” 

Claire’s inclusion in the Insurance Business Global 100 is in addition to her previous recognition, including her place on Insurance Business’s Elite Women in Insurance 2024 list and receiving the Woman of Distinction Award at the 2024 Insurance Business Australia Awards. 

We congratulate Claire for this achievement in her career as she continues to make a lasting positive impact on CHU and the broader insurance industry.  

Read more at Insurance Business.

At CHU, delivering exceptional service is about more than just having the right product—it’s about having the right processes in place to ensure quality, consistency and efficiency that delivers exceptional customer experiences. That’s where Jaycob Zivkovic comes in. As CHU’s Implementation Advisor, Jaycob works closely with various departments to document and refine processes, ensuring that every customer receives a seamless experience across every aspect of the CHU business.

By documenting processes, identifying efficiencies and incorporating customer feedback into driving continuous improvement, Jaycob helps shape how CHU operates, making small but meaningful changes that have a big impact. His attention to detail and passion for process improvement made him ideal for the role, and it’s no surprise that his contributions were recently recognised when he won the CHUman of the Year award.

This internal award celebrates outstanding team members who go above and beyond, and Jaycob stood out as an all-rounder who has worked collaboratively to deliver positive improvements for our teams which has also flowed through to our customers.

We caught up with Jaycob to learn more about his role, his insights on process improvement, and what motivates him in his work.

1. Can you tell us a bit about your role as Implementation Advisor?

I started my journey at CHU in the customer service team in 2021, and from the very beginning, I felt a strong connection to the business. I really enjoyed the role and the culture even more so, which encouraged me to take on additional responsibilities. In my spare time, I created a process manual for the customer service team, which eventually turned into a full revamp of the team’s processes. This project became even more exciting when CHU expanded its operations by opening a Manila branch in the Philippines. I spent a month in Manila working closely with the team, helping to train new starters and instilling CHU’s customer first approach into everything they do. During this time, I developed a comprehensive process manual tailored to the team’s needs.

Since this time, I’ve been fortunate enough to help document processes on a broader scale across other areas of CHU, working with teams across the business. My role here at CHU is all about making things run smoother behind the scenes so our teams can focus on delivering great service. I document processes, create ‘How To’ guides, and build tools that help our teams work more efficiently. That might mean automating a calculation, streamlining a process, or making sure everyone has clear and up to date information to refer to. Ultimately my day to day is about making life easier for our customers. By ensuring our teams have the right tools and processes, they can deliver the high-quality service our clients deserve.

2. What is the most rewarding part of your role? 

I love knowing that the work I do behind the scenes has a real impact on the CHU experience both internally and externally. It’s satisfying to fix inefficiencies, learn a new faction of the business and create tools that save time. Seeing those improvements come to life and knowing they make a real difference is what keeps me motivated.

3. What do you enjoy most about working at CHU?

One of the things I enjoy most about my role is getting to know and work with so many amazing teams within CHU. Every team has its own unique way of operating, and I love learning about their challenges, finding ways to make their jobs easier, and seeing how we can work together more efficiently. Whether it’s collaborating with underwriting, claims, or our teams in the Philippines, it’s great to be part of a company where everyone is so dedicated to what they do.

4. What advice would you give to someone looking to improve processes in their own workplace?

The best advice I have is, that every action you make in life follows a process, whether we realise it or not. The key is to adjust your perspective, identify an opportunity for improvement and make the process work for you, not against you.

5. What does winning the CHUman of the Year Award mean to you?

Winning this award truly reinforces my passion for what I do every day. It’s not just about the recognition, but about the collaboration, problem-solving, and constant pursuit of better solutions. Being part of a company like CHU that genuinely values teamwork and strives for continuous improvement makes all the effort worthwhile. I’m not just excited for what we’ve accomplished so far, but I’m also looking forward to the future and how we’ll continue to evolve together. Every step we take forward is a reflection of the collective hard work, and I’m proud to play a role in CHU’s ongoing success.

Working at CHU, a rewarding experience 

At CHU, diversity and inclusion are central to our culture, policies, and practices. We recognise that a positive team culture has a flow on effect to our customers ensuring they receive the best possible service and expertise. 

To celebrate and recognise our people, CHU launched the CelebraCHUn Program, an initiative that acknowledges and appreciates the outstanding work of our team members.

At the first-ever CelebraCHUn Award Ceremony, Jaycob was recognised as CHUman of the Year for his dedication, innovation, and commitment to continuous improvement. His ability to analyse and enhance CHU’s processes has made a significant impact on our business and our customers.

CHU’s is dedicated to cultivating a thriving, empowered workforce, with customers at the heart of everything we do.

To learn more about life at CHU and career opportunities, see our work with CHU and our benefits page.

Sustainability is no longer just a buzzword; it’s a business imperative. For strata managers, embracing sustainability builds resilience, reduces costs and ensures compliance with evolving regulations. With new mandatory reporting requirements in place for certain size businesses, understanding sustainability has never been more crucial.

What Is ESG and Why Does It Matter?

Environmental, Social and Governance (ESG) is a framework that assesses a company’s impact on society and the environment. Many businesses still equate sustainability with simple measures like recycling, but ESG is broader. It influences risk management, ethical decision-making and long-term business success.

For strata managers, adopting ESG can lead to:

• Higher employee engagement and client trust.
• A stronger market position.
• Compliance with new sustainability regulations.

Mandatory Sustainability Reporting

In July 2024, Australia introduced legislation for mandatory sustainability reporting, effective from January 2025. The timeline and reporting requirements differ depending on the size of the business. To find more detail, ASIC has outlined the sustainability reporting requirements for Australian businesses.

ESG Shaping the Future of Strata and Insurance

The insurance and strata industries are rapidly evolving to incorporate ESG principles. From underwriting to predictive analytics, these changes are setting the stage for a more resilient and sustainable future. Examples include:

1. ICA and Government initiatives 

• ICA has published a roadmap with specific targets for insurance businesses to drive sustainability forward.
• Discounts for cyclone-resistant buildings in Far North Queensland signal a shift toward incentivising sustainability.

2. Proactive Maintenance and Mitigation

• Insurers are working with clients to prevent and mitigate losses where possible, not just reacting to claims.
• Climate adaptation strategies will become increasingly important.
• CHU has introduced a range of risk mitigation fact sheets, with CHU Services providing expertise in the building maintenance, inspection and rectification space to consult with building owners and assist with inspection, remediation and reporting services.

Practical Steps for Strata Managers

Strata managers play a critical role in advancing sustainability. Implementing proactive strategies now will help future-proof properties and ensure compliance with evolving regulations. Some of these strategies could include:

1. Develop and implement ESG strategies and resilience plans to drive sustainability

• Conduct a materiality assessment using CHU’s toolkit and uncover what is important to your business and customers.
• Review your own Scope 1 and 2 emissions and look at where you can reduce and offset emissions within your own business.

2. Engage in Sustainable Procurement within your supply chain

• Seek out and implement new suppliers with sustainability credentials.
• Reduce emissions by conducting virtual inspections.

3. Continue to learn more about Sustainability, and ESG requirements for your business and industry

• Watch this webinar on how strata businesses can be proactive in working towards a greener and more resilient strata community.
• Reach out to us if you would like more information about how you can implement sustainability into your business.

At CHU, we understand that life can present difficult circumstances, especially concerning financial distress, natural disasters, mental health, or families in crisis. At all times, we are committed to assisting our customers with the utmost respect and flexibility.

We are committed to providing comprehensive support for our customers. Our priority is ensuring that everyone receives the assistance they require during challenging situations.

Learn more about how we support our customers.

Extra support during the slaims process

We know that lodging an insurance claim can be overwhelming, especially for vulnerable customers experiencing challenging circumstances. That’s why we’re proud to introduce Kim Scaysbrook, our Customer Care Manager, who works within our CHU Services and Claims division to provide extra support when it is needed most. While CHU’s adjusters and claims specialists focus on repair work and managing claims efficiently, Kim is available to provide personal support for customers who may be struggling due to life events or the emotional impact of a claim.

Kim’s role is dedicated to supporting vulnerable customers. If you have any customers with a CHU policy who you think may need special care — for example, the elderly, those facing mental health challenges, people who are experiencing hardships in their lives, or those with sensitive claims involving a death or serious injury — Kim will ensure they receive the emotional care and guidance they need during the claims process.

Emergency support and lodging a claim

Severe weather events can cause significant damage, and we’re here to help customers recover as quickly as possible.

What you need to lodge a claim

To help us process claims efficiently, please provide:

• Date and time of the incident
• Photos of the damage
• Policy number/Strata Plan number, insured address, and affected units

Brokers and authorised representatives can track their customers’ claims via the StrataTech platform.

Preparing for extreme weather events

With severe weather events becoming more frequent, preparation is key. We encourage customers to take the following precautions:

• Stay informed via weather updates and local authorities.
• Confirm evacuation routes and the locations of emergency shelters.
• Prepare an emergency kit with food, water, first aid supplies, torches, and batteries.
• Secure important documents and valuables.

For more information about how to be prepared, read What We Do When Catastrophe Strikes.

Additional wellbeing support

In addition to our customer care services, CHU policyholders have access to TELUS Health’s Employee Assistance Program (EAP) for mental and physical health resources.

Customers can access EAP services by calling 1300 361 008, selecting option 1, and stating they are a CHU customer.

At CHU, we are committed to helping customers through difficult times. If you have any questions, or know a customer who needs extra help, email customercare@chu.com.au.

CHU is making it easier than ever for brokers and authorised representatives (ARs) to manage strata insurance with three innovative new enhancements to StrataTech: SmartQuote, SmartClaims and the StrataTech Dashboard.

These enhancements have benefits, whether quoting new business for residential strata insurance and commercial strata insurance or managing large portfolios, these tools will speed up the process and save you time to focus on your clients.

SmartQuote: faster, smarter strata insurance quotes

Securing new business can take time but, with StrataTech’s SmartQuote, you simply need to enter the strata plan number and state, and, if our database detects the details, it will automatically pre-populate all the vital building information for you. This not only drastically reduces the time it takes to obtain a quote, it will also improve accuracy of the quote.  

Read more here about SmartQuote.

SmartClaims: simplifying the claims experience

CHU has long been recognised for its award-winning claims service, and with SmartClaims, that service is now even better. This enhancement allows brokers and ARs to quickly and accurately summarise the status of the claim so they can report back to their customers. This enhancement uses generative AI to read all of the inputs and real-time updates from builders, assessors and claims managers, turning these updates into a concise summary.

Read more about SmartClaims.

StrataTech Dashboard: a centralised view of policies and claims

This enhancement is great for Brokers and ARs who are managing multiple policies and claims and want to continue to efficiently manage and grow their portfolio. StrataTech Dashboard provides a single, streamlined view of all strata policies and claims, giving brokers and ARs greater control and visibility. With enhanced search and filtering capabilities, finding key information is faster and easier, allowing professionals to manage their portfolios with confidence.

Read more about StrataTech Dashboard.

Driving efficiency for brokers and ARs

These three major enhancements to StrataTech reflect CHU’s commitment to delivering innovative solutions that make life easier for brokers and ARs. By reducing administrative time and improving accessibility, SmartQuote, SmartClaims and the StrataTech Dashboard allow professionals to focus on supporting their customers.

Log in to StrataTech

Are your strata insurance policies eligible for new discounts being introduced by the Australian Reinsurance Pool Corporation (ARPC) from 1 April? We’ve introduced new criteria to help you determine if your policies are eligible and assist your customers in benefiting from these changes.

What is the Australian Reinsurance Pool Corporation (ARPC)?

The Australian Reinsurance Pool Corporation (ARPC) is a government-backed reinsurer covering cyclone and cyclone-related flood damage. CHU joined the ARPC Cyclone Reinsurance Pool in July 2023 for our Residential, Commercial, and Build-to-Rent portfolios to help strata property owners access affordable and appropriate coverage in affected regions.

Why is there a change? 

During 2024 the ARPC entered a partnership with James Cook University’s Cyclone Testing station, to explore and design discounts for strata policy premiums that are eligible in the ARPC cyclone pool. 

This partnership and the subsequent research identified key causes of building damage affecting strata buildings:

• Wind-driven rain: Water ingress through windows, doors, gutters, eaves, and vents. Seventy per cent of strata claims involve water damage from wind-driven rain. 
• Wind load: Structural damage following pressure changes after building envelope breaches.

The research has resulted in new mitigation discounts for eligible risks that form part of the ARPC Cyclone Pool. These new discounts will apply from 1 April 2025.

Take action! How to access these discounts 

To help you access these discounts for eligible policies, CHU has introduced five new underwriting questions. Answers to these questions may affect policy premiums.

As CHU has not previously collected this information, these new questions are currently marked as ‘Unknown’ on your policies.

If your policy’s risk details (such as number of storeys, year built or roof type) make it ineligible for mitigation measure, you will not see these questions. 

You can update answers to these questions at a policy level through StrataTech (also accessible by pasting https://chustratatech.com.au/login into your browser). For self-managed strata customers, please call 1300 289 248 to check your eligibility.