14 August 2024

Meeting Administration

Conflicts of Interest

1. No conflicts of interest were declared.

Actions

1. Actions from the previous meeting reviewed and progress noted on the action register.

Items

NZCRS Operational

1. The Director spoke to his July 2024 NZCRS Director’s Report which has been circulated with the group.
2. The committee noted the demand for services continues to reduce across the country with the number of closed cases exceeding number opened.
3. The increased closure rate can be attributed to a number of factors, such as manageable caseloads, focus on aged cases for Canterbury Earthquake Sequence (CES) and reduction in significant natural disaster events in New Zealand
4. The proportion of Natural Hazard Commission Toka Tū Ake (NHC) cases are trending downward in comparison to insurer cases. This may indicate an early sign of CES cases coming to an end.
5. As to Canterbury Earthquakes Sequence (CES) cases, the group discussed the large proportion of complex issues with these cases. The committee noted, NZCRS to provide additional reporting to track their progression.
6. A staffing update was provided with the Director noting the average caseload per Case Manager and the management tools utilised to measure workload demand.
7. The Nelson event is now closed as a specific event in the NZCRS system and is being transferred into business-as-usual work stream. Lessons learnt captured from this event to provide improvement opportunities and education for staff, the homeowner, and stakeholders. 
8. NZCRS Quality Management System (QMS) model now implemented, with an increased focus on understanding key metrics and benefit of this system to the homeowner.
9. The Director noted the decline in the number of homeowners who would recommend NZCRS to others. Exit survey results were 78% for this quarter which is down from 85% in the previous quarter. Investigation noted this was being driven by an increase in the number of homeowners reporting “neutral”. NZCRS is taking a multidisciplined approach to identifying and dealing with this trend.
10. NZCRS Memorandum of Understanding (MOU) with the Financial Markets Authority (FMA) has now been finalized and signed.
11. The group discussed the difference in older cases between the NHC and NZCRS data as noted in the previous meeting is due to the different ways of reporting claims by the two services.

 NZCRS Quality Management System

1. The Director presented NZCRS Quality Management System (QMS) model and the focus of ensuring the homeowner is at the centre of our decisions, and key deliverables. The committee discussed NZCRS challenges when previously operating on 12-month timeframe and then moving to an enduring national service.
2. The committee discussed NZCRS activation in a crisis event. The Director noted NZCRS have a current Business Continuity Plan and working on a response activation plan for activating the team for an event.  
3. The committee noted their appreciation for work NZCRS have achieved in making the QMS model a success.

Advisory Group Update

Canterbury Homeowner Advisory Group

1. The Chair advised homeowner charter changes and future representation of CHOAG to be reported back to the committee before next meeting.

Legal Advisory Group

1. The Chair noted the importance of a QMS model, the education and advice it provides plus the learning and systemic issues it highlights.
2. NZCRS engaged with ICNZ on systemic insurance issues they are experiencing. The Group has asked that a summary of these issues to be included in Director’s reports.
3. John Hardie has offered NHC dispute resolution for the Treasury On-Sold Programme. Tina Mitchell noted this would be a matter for Treasury to consider.
4. Tina explained the differences between an ex-gratia payment under the on-sold programme and statutory entitlements under the EQC Act. Also noted appreciation of the support NZCRS provide when assisting homeowners to collate the information required to support their applications in the on-sold programme.  
5. The Group asked NZCRS to investigate implementation of key metrics on timeliness, effectiveness, and efficiency of its services.

Engineering Advisory Group

1. Engineering Advisory Group update provided in the Director’s report.

Review of Agenda

General Business

1. The committee discussed NHC Toka Tū Ake promotion of website material and how vital this information and education is to the homeowner. Was recommended Real Estate Institute NZ (REINZ) advised of this resource as useful information for Real Estate agents.
2.  ICNZ undertaking a review of insurance code and in the process of developing scope and terms of reference. Input to be requested from NZCRS and NHC Toka Tū Ake.
3. Financial Markets Authority (FMA) reviewing North Island weather event and consulting with stakeholders on response timeframes. 
4. The next Advisory Committee meeting date scheduled for 19th November 2024 and will be held online only.

Meeting closed: 2.07pm