ISO provides consumer info for earthquake claims

The Insurance & Savings Ombudsman (ISO) Scheme Inc. has produced a consumer information sheet for people thinking about insurance claims since the Canterbury earthquakes.

“Our usual advice is to start by checking the details of your insurance policy, but that may not be possible with so many homes and businesses damaged,” said Karen Stevens, the ISO.

“Many people are in extreme and difficult circumstances, and we think it is important to give some general advice on what to expect when they make claims,” Ms Stevens said.

The sheet explains the role of the Earthquake Commission (EQC) and the limits of the cover it provides for buildings and contents. The sheet also explains the importance of continued insurance cover for home and contents, and gives some advice for people who have had to find alternative accommodation, own rental property, or were unable to get to undamaged vehicles.

The ISO’s role is to investigate complaints against insurance companies which are members of the ISO Scheme. People can use the Scheme when they have taken a complaint through their insurance company’s own complaint process without reaching a resolution.
“The ISO doesn’t get involved unless a person makes a complaint against their company,” Ms Stevens said. “My office has had two complaints about claims arising from the September 2010 earthquake, which indicates the time this process may take.”

“The scale of the damage from the 22 February event suggests we are likely to see an increase in the number of claims that lead to complaints coming to this office,” Ms Stevens said. “We think information will help people understand what to expect if they make a claim.”

The ISO does not handle complaints against the Earthquake Commission (EQC). These need to go through the EQC’s internal process. If this does not resolve the matter, it can be directed to the Parliamentary Ombudsmen.

To see the Christchurch Earthquakes – Residential consumer information sheet, go to: www.iombudsman.org.nz or phone 0800 888 202.

ENDS

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