NZCRS celebrates a year of resolving natural disaster insurance claims

NZCRS celebrates a year of resolving natural disaster insurance claims | Insurance Business New Zealand

Insurance News

NZCRS celebrates a year of resolving natural disaster insurance claims

Storm-affected homeowner provides feedback

Insurance News

By
Roxanne Libatique

A year since its launch in February 2023, the New Zealand Claims Resolution Service (NZCRS) has made notable achievements in supporting homeowners with insurance claims following natural disasters.

To date, the service has managed 1,725 cases, with over half, approximately 900, reaching a resolution.

The NZCRS was established to offer independent, complementary guidance to homeowners entangled in insurance disputes due to natural calamities, including the Auckland Floods, Cyclone Gabrielle, and ongoing issues from the Canterbury Earthquake Sequence.

“Dealing with the aftermath of a natural disaster can be extremely stressful for homeowners, and NZCRS is here to help. We support affected homeowners to make informed decisions and reach resolution at their pace,” he said.

Claims resolution feedback

Homeowner Carla Pell, whose property in Eskdale was ravaged by Cyclone Gabrielle, praised the NZCRS for its efficient handling of her claim. She highlighted the service’s effort in making the process manageable and less stressful, praising its commitment to keeping her informed and proactive approach in securing a satisfactory resolution.

“The whole event was quite traumatic, losing our house and everything, but the NZCRS made what could have been quite a stressful time a lot easier,” she said. “We gave them the information and left it with them. They did all the work for us and kept us informed. They went above and beyond what I believe needed to be done and ensured we got a better result than we were expecting.”

The establishment of the NZCRS was a direct response to suggestions from the public inquiry into the Earthquake Commission’s response to the Canterbury Earthquake Sequence. Leveraging the expertise and framework of the Residential Advisory Service (RAS) and the Greater Christchurch Claims Resolution Service (GCCRS), the NZCRS was formed, inheriting cases from its predecessors.