2 December 2016 update

It is now almost three weeks since the 7.8 magnitude earthquake hit the east coast of the South Island. Our thoughts remain with our customers, and the communities, affected by the earthquake and the ongoing aftershocks.

Across our family of brands – AMI, Lantern, Lumley, NZI, State and our bank partners, ASB, BNZ and Westpac – we insure close to 500,000 homes in the areas affected. To date we have had just over 1,500 claims lodged.

We take our role as New Zealand’s largest insurer seriously, and that’s why we’ve had our people out supporting our customers in Kaikoura, Waiau, Ward, Blenheim, Seddon, Wellington and Hanmer Springs over the last week. We’ve run ongoing Customer Clinics in Waiau and Ward, opened a Customer Hub in Kaikoura, attended Community Meetings in Kekerengu, Ward and Kaikoura, and visited our customer’s homes and businesses across all areas affected. This morning we head to Mt Lyford and Cheviot to attend Community Meetings.

We’ve listened to our customers and what they need: face-to-face contact, help with understanding the process of making claims, and a coordinated, seamless settlement process. To enable us to respond we’ve established teams of Claims Specialists and Loss Adjusters based in Blenheim, supporting northern South Island customers; Hanmer Springs to provide support for North Canterbury customers; Kaikoura; and Wellington for lower North Island customers.

We’ve also set up teams of dedicated earthquake claims managers based in Christchurch. They are experienced in earthquake response, and are supported by teams of loss adjusters, engineers and assessors. We understand that, for our customers, having someone who understands their situation and their claim is hugely important which is why all major earthquake claims will be assigned to dedicated case managers.

We’re working with a number of organisations including EQC, Hurunui, Marlborough and Kaikoura District Councils, Insurance Council of New Zealand (ICNZ), and Civil Defence to coordinate response efforts and speed up the process of recovery for all those affected by the earthquakes. The recovery of these regions will only be successful if we listen to each other and work together.

We’re here to help. You can visit us in person at 8 West End in Kaikoura or the AMI store at 12 Main Street in Blenheim. Look out for us at Community Meetings in other affected areas.
For more information on the earthquake claims process visit http://www.iag.co.nz.