Sinking homes in Canterbury

4/12/2012 1:34:43 a.m.

Hilary wrote:

To Craig, IAG. Sorry, but IAG/State are VERY aware of my uninhabitable home status. My lawyer has been in touch as here I am - living away from my home for over 20 months, paying rent and a mortgage. Love the spin, but the fact is State Insurance have not and are not performing in good faith.

2/12/2012 5:12:04 p.m.

Craig IAG wrote:

I am Head of Corporate Affairs for IAG. State Insurance is a very successful direct insurer within the IAG family of insurance brands.
Jo: very sorry to hear that you have had an unsatisfactory experience and we'll look into it.
Hilary: claims are being prioritised with similar criteria to that used by the Red Cross - but this can only be done based on the information we have to hand. If there is anything you think we may not be aware of in relation to your claim please make contact via feedback@iag.co.nz and I'll see what we can do. I can assure you that we want claims settled and customers and communities moving forward quickly too.
One thing this story highlights is the complexity of the recovery in Christchurch - and the very distressing situations that arise as a result. A quick comment though. A basic principle of insurance that was not adequately reflected in the story is that home insurance is a contract that, in return for a payment to the insurer, covers the fixing (or remediation) of sudden accidental or unexpected damage to the home. State's comprehensive home policy is clear that if you have a loss that is covered by this policy it will pay the cost of repairing or rebuilding the home to a condition as similar as possible to when it was new, using current materials and methods. Homes are being repaired to "as similar as possible to when it was new" when that is appropriate, and rebuilt when that is appropriate. This is based on expert opinion. For better or worse, insurance is not arbitrary, but it’s not all one way either: there are processes for disagreements about costs and assessments. Ultimately, however, to be there for all our customers, we can't pay some customers more than what contracts allow - as tough as that may sound in certain circumstance. This is not a matter of "who you are insured with", it is a matter of what your policy provides for. Within what a policy provides we I know we work hard with our customers and for our customers.

1/12/2012 3:34:07 p.m.

Warren wrote:

When on earth is the Govt going to step in and make insurers stop acting in bad faith. We have paid our premiums all these years and companies like State Insurance seem to be ducking and weaving to minimize their risk. A lot of people are in fact 'rebuilds', but are being classed as 'repairs' simply so State Insurance don't have to pay for raising the floors of homes. Enough is enough - I hope the rest of NZ is watching.

1/12/2012 10:50:26 a.m.

Hilary wrote:

Just how many stories are we going to keep hearing about State Insurance in relation to their poor performance after the quakes in Canterbury? These are people's lives they are playing with. I keep hearing about how uninhabitable homes are a priority (as per IAG's Dean McGregor). Funny that, as I have been forced to live away from my home on the hill for over 21 months (paying a mortgage on it while also paying rent) and State Insurance have yet to complete the engineering on my land. Each consultant reports takes months and simply recommends that another one is sought. After 21 months, just how much longer are State Insurance going to hold out paying their claims?

30/11/2012 9:06:23 p.m.

Jo Meyrick wrote:

Insurance companies, especially one in particular (IAG) are making every single step of their repair or rebuild process very difficult for people who have damage over the $100,000.The service and horrific decisions being made are making peoples' lives very stressful. Its not looking good for keeping people in Christchurch. As soon as you can get out, you would and you wouldn't reinsure with IAG.