2 October 2024

Meeting administration

Conflicts of interest

1. No new conflicts of interest were declared.

Minutes and actions

1. Update provided on outstanding actions.
2. Change to previous minutes (26th June 2024), item 2.1; Canterbury Claims, requested by NHC Toka Tū Ake:
   • An update on the cases that are on sold but not in the Treasury programme provided to the group. There were 761 claims originally transferred from the Treasury Programme into NHC’s claims management team. 20 of those 761 are open with 5 of those opening recently. Timeframes varied depending on complexity, with 80% settled and closed within 6 months of coming into the Claims Management team.
3. The Chair acknowledged the passing of Jules Dorrian and recognised the significant contribution Jules made to NZCRS and homeowners around Aotearoa.

EQC Toka Tū Ake – Update

Canterbury Claims

1. September saw an influx of claims with close to 400 received. NHC Toka Tū Ake noted, majority of these claims related to drainage issues.
2. The group discussed guidance for homeowners on “settled.govt.nz” website does not include information on natural disasters, for example, effects of Section 72 notice against a property title. 
3. NHC Toka Tū Ake to approach Real Estate Authority who manage this website about including natural disaster information. NHC Toka Tū Ake presented their primary objectives and renewed focus for under and over-cap claims. NHC Toka Tū Ake to distribute new homeowner collateral to the group for their feedback.
4. The Director thanked NHC Toka Tū Ake for the presentation and opportunity to provide feedback on homeowner documentation.  

In On-Sold Programme Update

1. An update on Treasury on-sold programme was provided with 593 claims active. Of these claims, 240 not settled, 65 settled but not signed, and 288 signed waiting for building consent. 854 claims are complete with homeowner back in their homes.
2. NHC Toka Tū Ake updated the group on the work they are undertaking with Treasury to progress homeowners through the on-sold programme. Review and recategorization of reporting data undertaken to determine reasons for bottlenecks. Service level changes from this review will be communicated with the group, homeowners, and other stakeholders.
3. NZCRS Director noted that many claims seem to be reviewed at the very last minute with engineering often reviewed even though previously agreed. This has caused significant issues with the homeowners as expectations already set by previous conversations and difficult to revisit the engineering and related scopes.
4. Update provided on operational changes taking place at NHC Toka Tū Ake and adaptability of the teams to this changing environment.

NZCRS

NZCRS Operational Update

1. The Director noted demand for services is trending downwards with this being the longest period between a natural disaster event (excluding Wairoa).
2. Update provided on NZCRS claim numbers and average caseloads per Case Manager.
3. The group were advised the October quarterly Directors report to be emailed once complete.
4. The group discussed number of claims with insurers and reporting available. Director to include data in the Directors Report on systemic issues NZCRS are experiencing with insurer open claims.

Satisfaction Survey & Homeowner Charter

1. The group discussed memos distributed on amendments to NZCRS Satisfaction Survey and Homeowner Charter. Minor wording updates provided, and memo recommendations approved by the group.

Meeting closed: 11.36am

Next meeting

10th December 2024