The 2023 Auckland Anniversary Weekend Floods and Cyclone Gabrielle were the largest weather events to impact the country since Cyclone Giselle in 1968, resulting in 118,000 insurance claims and close to $4 billion in damage to insured property.
To understand the performance and efficacy of claims processes, we asked seven fire and general insurers to complete a self-reflection survey. This covered six key areas that we believe facilitate best practice for claims settlement: communication, project management and oversight, consumers in vulnerable circumstances, resourcing of claims handling, complaints handling, and business continuity planning.
Overall, insurers demonstrated that they have incorporated learnings from previous significant events and are working to further adapt their processes to improve the claims experience for consumers.
We have identified opportunities for improvement to ensure consumers are treated fairly by their insurer when a major event occurs.
Download the Weather Events Claims Insights report [PDF 999KB]
[*The full report includes appendices]
