In situations as complex as earthquake recovery, there are times when disputes and disagreements over claims may arise. If you have a complaint or require some external support, the following information may be of use.

Making a complaint

As of 2020, EQC are managing the settlement of remaining Southern Response claims on our behalf.  If you wish to lodge a complaint about your Southern Response claim, please refer to the EQC complaints process outlined here.

If you need to contact Southern Response directly, please email us at This email address is being protected from spambots. You need JavaScript enabled to view it. or phone 0800 501 525.

Free external expertise available

If you would like to access some external advice or assistance, there are some free options available to you:

Greater Christchurch Claims Resolution Service

The Greater Christchurch Claims Resolution Service (GCCRS) is an agency set up by the Crown in late 2018, to specifically focus on facilitating the resolution of unresolved earthquake claims in Christchurch. GCCRS coordinates with Southern Response, EQC and other insurers to ensure a streamlined process from the homeowner’s point of view.  Once you are registered with the GCFRS you will have one point of contact, a settlement support broker, who helps you through the whole process, working with you until you have a resolution for your claim.It is a free and independent service. 

For more information or to register with the GCCRS, phone 0508 624 327 (or +64 9 952 1674 if dialling from overseas), or email This email address is being protected from spambots. You need JavaScript enabled to view it. 


The Insurance and Financial Services Ombudsman scheme (IFSO)

The Insurance & Financial Services Ombudsman scheme (ISO) provides free independent advice and review. 

Contact: http://www.ifso.nz PO Box 10-845 Wellington 6143 Freephone: 0800 888 202; e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.