If things don’t go to plan and you feel let down during the claims process, get in touch with the organisation that managed your claim, either your insurer or NHC Toka Tū Ake.
You can make a complaint if you:
Contact the organisation that managed your claim
If your claim has been managed by your insurer, you should make a complaint with your insurer. They will manage your complaint according to their complaints process.
You can make a complaint directly with NHC Toka Tū Ake if we are the organisation that managed your claim. Make a complaint with us by either:
- completing our complaints webform
- giving our team a call on 0800 DAMAGE
- emailing resolutions@naturalhazards.govt.nz
- writing to NHCover claims, PO Box 311, Wellington, 6140.
We’ll be in touch within 5 working days and aim to resolve your complaint within 2 months. We will contact you to discuss the outcome of our investigation and confirm it in writing. If you are not happy with the outcome, you can ask for it to be reviewed by emailing resolutions@naturalhazards.govt.nz with your concerns.
If you disagree with a decision about your claim
If you don’t agree with a decision that has been made about your claim, you have some options.
First, we encourage you to make a complaint with the organisation who managed your claim to try and resolve the issue.
You may have the option to escalate the issue through a dispute resolution process. This is a more formal process where a specific decision is challenged and reviewed by an independent dispute resolution service.
Learn more about your options for dispute resolution.
When you’re unhappy with how you’ve been treated
The standard of service you can expect when you make a claim is set out in the Code of Insured Persons’ Rights. If you think NHC Toka Tū Ake, or anyone working on our behalf has not followed this Code, you have the right to make a complaint.
Visit our Understand your rights webpage to learn more about your rights as an insured person.
Contact the organisation who managed your claim to make a complaint. This will be either your insurer or NHC Toka Tū Ake.
Someone will be in touch within 5 working days to let you know what the next steps are. You might be asked for more information, or to provide supporting documents. Once your complaint has been investigated, you’ll receive a letter explaining what the outcome was.
If the investigation finds that there has been a breach of the Code, there are some different ways this will be addressed, depending on the nature of your complaint. This could include receiving an apology, an explanation of the situation or an invitation to meet and talk about how the breach could be resolved.
If you've made a complaint to NHC Toka Tū Ake or your insurer about the way you’ve been treated and you're not satisfied with the outcome, you have the right to have this independently reviewed by Fair Way.
To apply for an independent review, please forward your complaint outcome letter to resolutions@naturalhazards.govt.nz. We will send you an application form to complete, then pass your request onto Fair Way. They will be in touch to start the process.
Learn more about the independent review process on the Fair Way website.
You have 3 months after receiving your complaint outcome letter to apply for an independent review. If it has been longer than 3 months contact us by emailing resolutions@naturalhazards.govt.nz and providing a contact phone number. We will get in touch with you to discuss your options.