As you will have heard, there has been a lot of work going in to privatising the handling of Natural Disaster Claims. At Chubb, we continue to focus on the Natural Disaster Response Agreement (NDRA) with the Toka Tū Ake EQC in a hive of activity to ensure everything is ready for the Operational Commencement Date.
The purpose of the NDRA is to make the natural disaster claims journey easier for the customer by only having one insurer and one process to deal with. This means that if a Chubb customer has both an under cap claim, as well as Toka Tū Ake EQC exempt damage, they will only need to deal with Chubb to get both assessed and settled as opposed to contacting Toka Tū Ake EQC for part, and us for the balance. It will also mean less visits from specialists, more certainty around what is and isn’t covered and a quicker settlement as a result.
At this phase of the programme, we’ve undertaken training around the new co-designed insurer manual for how residential property and residential land claims will be managed, as well as assessed. We’ve also agreed processes around everything from how to assist customer with vulnerabilities at event time, H&S practices, privacy requests, complaint handling and security of yours, ours and the Toka Tū Ake EQC’s clients information.
From a Chubb perspective, we’ve engaged with our Third Party Administrator, McLarens, on how we all want our customers to be assisted during these difficult times, ensuring that the Chubb promise is upheld and our customer and claims are dealt with through care, consideration and understanding. As a longstanding and reputable claims administrator and assessing company in the NZ market, McLarens also holds the same values and we look forward to working with them more closely during NZ’s times of need.
For now, one of the final pieces of the puzzle to be finalised is the official communications from the Toka Tū Ake EQC (to consumers) and ICNZ to IBANZ members which we hope will be finalised by mid to late June.