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