About our process
What to expect after you register with the New Zealand Claims Resolution Service (NZCRS).
We know that managing an insurance claim following a natural disaster isn’t always easy and that insurance policies can be confusing. That’s why we’re focused on providing transparent and coordinated support to resolve outstanding claims and help people move on with their lives.
If your claim meets our eligibility criteria, you can ask for our help regardless of the stage it’s at.
Find out who can access the NZCRS
We will always work with you to try and identify the best pathway for your claim. Below is information on the possible steps your case could follow. We do more than just provide advice – we tailor our approach to your needs, to put you on a pathway to claim resolution.
Advice on your claim
By far the majority of homeowner’s affected by a natural disaster will work through their claim successfully with their insurer. If however you are after some simple advice or are confused about your claim or your policy then you can call us or come and see us at one of our drop in sessions. After an event we will have NZCRS staff in your local community as soon as it is practicable. We do not need you to register to receive this simple advice but we will need to collect some basic information to allow us to understand your issue. Keep an eye on your local social media or call us to find out when we will be in your area.
Meet with your case manager
If you are after more than simple advice then NZCRS will allocate you a Case Manager to support you on your journey. Once you register, a case manager will be in contact to discuss your claim. Depending on where you are and what is convenient for you, this could be a phone or video call, or a face-to-face meeting either at your home or in your local community. We would usually visit an affected community in person when we are responding to a big natural disaster event.
Your case manager will be your single point of contact through the entire process to support you. If you want us to, we can support you with your interests in discussions with all agencies involved in your claim to ensure the process is efficient and transparent. This is your decision – the level of support you get from us is up to you.
It is important to us that you share your concerns, challenges and what is important to you in resolving your claim. Our aim is to clearly understand:
- where your claim is currently
- where you want it to be, and
- what you want to achieve post settlement.
Your case manager operates under the NZCRS Homeowner Charter and the MBIE Code of Conduct, both of which focus on acting fairly, impartially, responsibly and in a trustworthy manner.
Learn more about our Homeowner Charter and Code of Conduct
You can prepare for your meeting with your case manager by:
- pulling together any documents you already have and
- writing down the key points that are important to you so we can understand your perspective.
If you are unable to do this before the first meeting, your case manager can help you when you meet.
Consent to access claim files
With your permission, your case manager will access information about your claim from Toka Tū Ake EQC or your insurer. They will support you to review this information and work with you to determine if specialist legal, engineering or wellbeing advice is needed to help with your claim. Your case manager can also help you work through what dispute resolution services we can help with should your claim get stuck.
You will need to complete and return the NZCRS consent form. This gives the NZCRS permission to access claim-related files on your behalf.
Once you register with NZCRS and return a signed consent form, your information and updates on the status of your claim will be available in the homeowner claim portal.
Your case manager will provide you with login details and instructions on how to use the homeowner portal, so you can see how your claim is progressing and what the next steps are at any time.
If you have any issues with your login or access after it has been provided, please call our help desk on 0508 624 327.