Family of seven's home left uninhabitable as insurer worsens damage

A family of seven in rural Queensland is living in a caravan and shed while their home remains uninhabitable due to extensive mold damage exacerbated by delays from their insurer, Suncorp. The Balzan family’s ordeal began in September 2023 when a toilet leak led to sewage contamination across several rooms of their home in Wurdong Heights. They immediately informed Suncorp, which estimated repairs would be completed by late October. However, delays in starting the remediation process allowed mold to spread extensively, rendering the home unfit for habitation. The family has been living in temporary accommodations since October 2023, with no clear timeline for when repairs will begin. John Balzan, the father of five children, including a one-year-old, said the prolonged uncertainty has placed immense strain on the household. “Ten months into this claim and we’re still living like this,” he said. “We have no idea when or how long this claim will take.” The initial leak led to sewage water spreading through the house, prompting the family to contact their insurer. Suncorp assured them that remediation would be completed by the end of October. However, the company’s contractors failed to act promptly, allowing mold to proliferate. When the contractors finally addressed the issue in November, they inadvertently caused further problems by placing contaminated items into rooms that had previously been free of contamination. Mr. Balzan expressed frustration with the lack of communication from Suncorp. “We just don’t know what to do,” he said. “We are trying to get answers, and [Suncorp] just blow us off, like we’re just nothing.” In response to inquiries from the Australian Broadcasting Corporation (ABC), a Suncorp spokesperson acknowledged the family’s distress and stated the company was working urgently to complete the necessary repairs. In February 2024, Suncorp issued an apology to the Balzan family, admitting responsibility for the secondary damage caused to both the home and its contents. A letter sent to the family acknowledged that the initial restoration process could have been handled more effectively. “The restoration should have been completed promptly to minimize the impact on water-affected contents,” the letter stated. It also noted that unaffected items should have been stored outside the home to avoid cross-contamination. Lani Balzan, a renowned Indigenous artist, highlighted the personal toll of the incident. She described the loss of $480,000 worth of her artwork, which was damaged due to the delays. “It’s not just something that looks beautiful and pretty or someone appreciates,” she said. “It’s part of who I am, my identity and my culture.” Contractors were reportedly instructed to dispose of the artworks in a skip bin without considering appropriate cultural practices. As a result, the family chose to handle the disposal themselves in accordance with traditional customs. A Suncorp representative reiterated that the company does not remove contents without customer approval and emphasized its commitment to restoration solutions whenever possible. Emails exchanged between the family and Suncorp confirmed that the contractors were responsible for the secondary damage. Despite these assurances, the family continues to face challenges in finding suitable accommodation for their large household in rural Queensland. The Balzans remain unable to return to their home until Suncorp completes the necessary repairs. With no definitive timeline provided, the family is left in limbo, struggling to manage daily life under uncertain conditions. Their experience underscores the broader issues surrounding insurance claims and the potential for compounded damage when remediation processes are delayed.