Resolving Your Concerns
In situations as complex as earthquake recovery, there are times when disputes and disagreements over claims may arise.
At Southern Response, we recognise that every claim is different and understand the negative impact that a dispute or disagreement may have on our customers. We aim to resolve each claim amicably. If you have a complaint or require some external support, the following information may be of use:
Steps to resolution brochure
In this brochure you will find our full resolution process. It will help you to understand what to do, and what to expect, when you need more help with your claim.
Making a complaint
To submit a complaint, please click here to complete our online form.
Free external expertise available
If our team are unable to help you reach a satisfactory solution, we would recommend external advice or action.
There are a number of free options available:
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.
The Insurance and Financial Services Ombudsman scheme (IFSO)
The Insurance & Financial Services Ombudsman scheme (ISO) provides free independent advice and review.