Advisory Committee

The New Zealand Claims Resolution Service (NZCRS) Advisory Committee advises on matters crucial to the resolution of outstanding claims. It has oversight of NZCRS services’ performance, monitors progress against service objectives and can recommend service improvements.

The Advisory Committee has an advisory role. The Ministry of Business, Innovation and Employment is responsible for the overall governance of the NZCRS, reporting to the Minister of Commerce and Consumer Affairs.

Terms of Reference

Terms of Reference for the NZCRS Advisory Committee

Members of the Advisory Committee

  • Chair – a senior MBIE representative
  • A senior Natural Hazards Commission Toka Tū Ake representative
  • The Chair of the Legal Advisory Group
  • The Chair of the Engineering Advisory Group
  • A wellbeing representative
  • Chairs of any active regional Homeowner Advisory Groups

Latest meeting minutes - 19 March 2025

Present

  • Ingrid Bayliss (Chair)
  • Miriam Dean (Barrister Director)
  • Tom McBrearty (Chair, Canterbury Homeowner Advisory Group)
  • Sarah Knox (ICNZ)
  • Hamish Wall (Strategic Advisor, NHC Toka Tū Ake)
  • Casey Hurren (Chief Executive, Southern Response)
  • Kris Faafoi (Chief Executive, ICNZ)
  • Tania Williams (General Manager - Member Services, Engineering NZ)

In attendance

  • Darren Wright (Director, NZCRS)
  • Stephanie Greathead (Head of Accommodation & Insurance Response)
  • Kirsty Hamilton (Principal Advisor, NZCRS)
  • Edward Butler (Solicitor, MBIE)
  • Nik Behrens (Manager Case Resolution NZCRS)
  • Catherine Tibbles (Senior Co-ordinator Delivery Support, NZCRS)

Apologies

  • Tina Mitchell (Chief Executive, NHC Toka Tū Ake)

Meeting Administration

Conflicts of Interest

  1. No conflicts of interest were declared.

Actions

  1. Actions from the previous meeting reviewed and taken as read.

Items

NZCRS Operational

NZCRS Director’s Report - February 2025
  1. The Director spoke to his February 2025 NZCRS Director’s Report which has been circulated with the group.
  2. Key aspects were discussed including demand being down again, as it has been for five of the last six quarters. It was discussed that insurers are experiencing similar numbers in terms of demand.
  3. The success of the NZCRS triage service was discussed with 98.7% of the cases referred to NHC receiving a settlement. It was also noted that 5.3% of incoming cases were not referred to NHC following NZCRS’ triage.
  4. The focus on aged cases was discussed with NZCRS committing to this remaining a focus and noting the significant success in getting these homeowners settled.
  5. The committee discussed the risk associated with retaining staff and experts in the industry given fewer natural disasters.
  6. Surge planning was discussed with the committee identifying opportunities for integration between the agencies in future simulations.  
  7. Nik Behrens, Strategic Lead Insurance (from 1 April 2025) was introduced to the committee and will be attending meetings moving forward as part of the NZCRS team. 

Advisory Group Update

Canterbury Homeowner Advisory Group

  1. The CHOAG Chair acknowledged the work of the CHOAG members and their impact on the NZCRS and homeowners.
  2. The group have been commissioned to capture lessons learned to assist NZCRS in the future, by June 2025.
  3. The members will remain connected with NZCRS through operational roles given their valuable insights.
  4. The Chair endorsed the disestablishment of the group under the current business as usual structure.

Legal Advisory Group

  1. The progress made in relation to aged cases was discussed with the LAG Chair noting this should be a continued focus.
  2. LAG had discussed cases outside of the Treasury On Sold Programme, administered by the Natural Hazards Commission Toka Tū Ake (NHC) and what, if anything, can be done to assist with the resolution of these cases.

Engineering Advisory Group

  1. An update on the co-funding of the Engineering NZ panel services was provided with the EAG Chair highlighting that the panel are now utilized by NZCRS, NHC, CEIT and FairWay Resolution.
  2. The increase in Reinstatement Recommendation referrals was noted.

Review of Agenda

General Business

  1. The Director spoke to the governance paper with the committee supporting the proposal to disestablish the CHOAG and LAG under the current business as usual structure for the reasons set out in that paper.  The proposed structure of the Advisory Committee moving forward was discussed, as were the Terms of Reference.
  2. The contribution of the LAG and CHOAG was acknowledged, with the Chair thanking the groups and their Chairs for their role in the establishment of NZCRS and their impact.
  3. NZCRS committed to capturing the lessons learned in the establishment of homeowner advisory governance groups to aid in their future set up if needed following another natural disaster event.
  4. Stephanie Greathead was introduced to the committee who will become the Head of Accommodation and Insurance Response from 1 April 2025.  Stephanie spoke to the confirmed restructure and merging of NZCRS with the Temporary Accommodation Service (TAS). The structure of the Accommodation and Insurance Response team was presented.
  5. The committee recognised Nick Davidson KC, who recently passed away and was an effective Decision Maker on the NZCRS Internal Dispute Resolution Panel.
  6. The Chair and committee acknowledged Darren Wright’s seven years of service and thanked him for his dedication and passion for homeowners following natural disaster events. The committee assured Darren that his legacy would continue on in the NZCRS.

Meeting closed: 2.02pm