You’re protected by a Code of Insured Persons' Rights
The Code of Insured Persons’ Rights supports you to be treated fairly and receive a timely outcome when you make a claim.
Both your private insurer and NHC Toka Tū Ake are required to follow this Code, and it applies to interactions about natural hazard cover and claims from 1 July 2024.
The Code was developed as part of the Natural Hazards Insurance Act 2023, which introduced ways to improve the experience of homeowners when they make a claim. One of the ways the NHI Act does this is by clearly defining the rights of insured people in the Code.
If you think that the Code has been breached either by your insurer or NHC Toka Tū Ake during the claims process, then you can make a complaint.
Your rights
Your rights as an insured person and our obligations are set out in full in the Code.
You have the right to:
- be treated with dignity and respect.
- effective communication.
- be fully informed.
- know expected timeframes.
- have your personal information protected and respected.
- support
- have your culture, values and beliefs respected.
- complain to us including where you think we have breached this Code.
- have a decision made about a breach of this Code independently reviewed by Fair Way.
- refer a dispute about a referable decision to the NHCover Dispute Resolution Service.