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When to contact the Ombudsman about natural disaster insurance complaints

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Toka Tu Ake EQC provides natural disaster damage insurance for residential buildings and some residential land. You automatically have EQCover for your home and some residential land if you have current private insurance for your home that includes fire insurance (and most do). Your insurance company will manage claims on behalf of Toka Tu Ake EQC.

There is a complaints process if you are unhappy with the decision on your EQCover claim or how it has been managed by your insurance company.

Complaint process

First, contact your insurance company.

Your insurer will manage your complaint through their process.

If your insurer is unable to resolve your complaint, they’ll confirm the next steps with you depending on the type of complaint.

Complaints about claim service or outcome

If your complaint is about the service you received or the outcome of your EQCover claim,
your insurer asks Toka Tu Ake EQC to consider the complaint.

For example, your claim took a long time, or you disagree with your settlement amount.

If Toka Tu Ake EQC agrees the complaint can’t be resolved with your insurer, your insurer will send you a deadlock letter.

Once you have a deadlock, you can contact an External Dispute Resolution (EDR) Scheme.

Check with your insurer which EDR scheme applies to you.

If your complaint still isn’t resolved you can make a complaint to the Ombudsman. The Ombudsman will consider whether they can help you.

    Complaints about interpretation of the EQC Act

    If your complaint is about how the EQC Act has been interpreted, your insurer refers your complaint to Toka Tu Ake EQC for review For example, you disagree about what “residential building” means.

    Toka Tu Ake EQC will determine if the Act has been interpreted correctly or not and confirm this
    in writing to you and your insurer.

    If your complaint still isn’t resolved you can make a complaint to the Ombudsman. The Ombudsman will consider whether they can help you.

    Contacting the Ombudsman

    The Ombudsman’s services are free, independent, and available to everyone. You can make a complaint online at www.ombudsman.parliament.nz

    Or write to the Ombudsman:

    More information

    If you need information about navigating the complaints or claims process, contact your insurer first. If your insurer isn’t able to help, you can contact Toka Tu Ake EQC on 0800 326 243 or at www.EQC.govt.nz

    You can also contact the New Zealand Claims Resolution Service (NZCRS) on 0508 624 327 or at www.nzcrs.govt.nz. NZCRS is a new government service that provides homeowners with free independent advice and support to resolve residential insurance issues resulting from natural disasters.

    Last updated: