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EQC to engage closely with new claims resolution service

The Earthquake Commission will work closely with the Greater Christchurch Claims Resolution Service (GCCRS) to provide outcomes for Cantabrians with unresolved residential insurance claims.

Deputy Chief Executive, Canterbury and External Affairs Renée Walker welcomed the Minister’s announcement of the new advisory service and says that EQC is committed to ensuring the service is successful in connecting homeowners with the support they need to have outstanding insurance issues resolved.

“Advisory services, such as the Residential Advisory Service (RAS) and now the GCCRS, offer homeowners very valuable independent support and advice.

“The GCCRS will provide a single point of contact for customers, navigating the sometimes complex recovery system for them, and facilitating a pathway forward.

‘‘Resolving outstanding claim issues efficiently and fairly remains our number one goal and that is why we are not just incredibly supportive of the GCCRS, but also excited about the very real opportunity to provide a better outcome for people with outstanding claim issues.”

Ms Walker says that the new service will streamline processes and directly provide homeowners with information regarding their claim through a new Customer Portal.

“When a homeowner registers with the service, we will receive notification from GCCRS and will upload claims information to a Portal the homeowner can access directly.

“The information, including the latest scope of works, engineering reports and other important claims information, will give homeowners a much more holistic view of their claim in a transparent and customer focused way. It means people do not have to request basic claim information under the Official Information Act as was previously the case.

“While GCCRS will manage navigation of services for the homeowner, we are still responsible for managing the claim. We will have dedicated Claims Managers onsite and the right support teams at our end to ensure that we can provide the support and expertise required to ensure that the new service is a success, and that collectively we deliver a better experience than previously achieved.”

Ms Walker says that EQC continues to look at ways to improve and better streamline its customer experience and remains committed to settling all remaining Canterbury earthquake claims.

Recent new initiatives including a case management model, earlier engagement with insurers on potentially over cap claims, an alternative disputes resolution strategy and better triaging of claims has led to the lowest number of claims on hand, a reduction in the age of claims (over 50% of the claims now open have been received this year) and an increased settlement rate.

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