IAG (Craig Dowling) responds. It is highly subjective at best to use the term 'besieged' and to refer to 'angry mobs' in this article. Such terminology does a disservice to the majority of people in Canterbury and those such as IAG working on the recovery. IAG is under the same pressure as everyone else to settle customer claims and is working hard and making progress. It is a strong insurance group determined to be a leader among insurers. As background and context to the headline, IAG representatives met with a group of less than 100 people for an hour or so on one day several months ago. That group included a range of interest groups including the Campaign Against Foreign Ownership of Aotearoa (just to put this in perspective). Many of the people in attendance were not customers of IAG brands. They were marching from another venue that we were near, so we weren't the primary focus. They were making a point, and IAG was happy to listen to their insurance concerns. Fewer than half a dozen people completed forms relating to specific issues they had. They were not a mob. A few were angry for sure but IAG was there to show respect for their views and provide information. IAG has been active trying to address very complex issues and also leading insurance discussions at CERA and community led public meetings. Fronting up is the approach we have taken, and intend to continue to take as we think it is an approach our customers appreciate - although not everyone is happy all the time.

We have six residential insurance polies with IAG in CHCH.

All properties have multiple claims for building and land damage.

IAG have not responded to any of these claims and have not indicated when we can expect service.

In the meantime IAG are increasing premiums and margins.

I am angry and frustrated at the lack of support from a company that I have paid premiums to.

At the very least we would expect some communication in regards to the non EQC claims for paths, fences and land..

Not a peep.. in over two years, despite multiple claims on multiple properties.

Looking forward to changing providers with future purchases and leaving IAG once they settle our claims.

Having been to many of the community meetings where IAG have tried to honestly discuss why the brand has failed the city, having an excellent case manager but zero progress as a TC3 property (and unlikely to have my home rebuild for another 1-4 years despite damage between 500-700k) I am sad that the Head of IAG can dismiss the issues in Christchurch so easily. An honest report would say we could have done better, and honest GM would acknowledge that many customers have been unhappy with their performance and would have a desire to do better not just push the profit made on the backs of customers whose needs have not and will not be met in a timely manner. The real bottom line is how the market feels about your product and right now IAG have a serious problem and a GM with his head in denial land.

I am one of thousands of pissed off State Christchurch customers trying to get action to rebuild my TC3 home. I have been a loyal State client for 50 years but now must predict that when the dust finally settles (probably in another 5 years) there will be a mass departure away from all NZ State insurance policies by all those previous clients who, like me, are sick of being lied to and treated like idiots . I have had no real progress on my claim with State and absolutely no end in sight .

IAG - their claims service is an absolute waste of time. A lying and devious claims handler and IAG management in promising quick settlement (and that not then happening), misinterpretation of otherwise universally accepted policy interpretations et al. The list goes on. Our house was written off in the Sept 2010 quake, and subsequently filled with silt and liquefaction after Feb 2011. This resulted in us having to seek alternative accommodation as the property was declared unfit to live in. Now, two years down the line, and even with the use of a very good solicitor, IAG still havn't paid us a cent for the total loss of house and contents. The latest is that they are discounting our contents claim by approx 80%, due to age of goods and 'wear and tear. This is despite us having a 'new for old' policy. What planet are those incompetents on? Solicitors costs are mounting up; the longer it takes to get a settlement the more it will cost IAG as we shall be seeking interest on payments which should have already been paid under the policy, all legal costs and damages. As previous correspondents have alluded to, IAG and sister companies will not be getting any further business from a lot of people, including my family, nor probably from a lot of people in ChCh. Read the reports to see which companies, like Lumleys, are helping, not hindering, their policyholders. Finally, those adverts on the TV and in the press for the IAG group companies; they are an insult to everyone who is currently fighting IAG for a settlement, the lies that are being told in those adverts are just that; lies. It is apparent that IAG care not for us in New Zealand; it would be great if the spineless John Key, and his government, were to stop them from operating in this country, but that is unlikely to be the case given that it was him who recently sold AMI to the foreigners.