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IAG promises Cantabrians it will do better

Stung by criticism, the company is promising to lift its game.

Chris Hutching
Wed, 27 Jun 2012

IAG says it is disappointed with the results of an survey and is promising to lift its game.

The survey found widespread dissatisfaction and cited the IAG brands as the worst.

“[We] don't trust [the insurance company] one bit after a lying project manager, inept loss adjustor, and non-responsive claims manager, slow progress and failure to listen to any of our requests,” according to one comment from a survey respondent.

IAG is the parent company of the State, NZI and Lantern brands, as well as underwriter of home insurance for ASB, BNZ and The Co-operative Bank.

Today, IAG says it confirms its commitment to completing all customers’ earthquake claim assessments by December 20 this year.

“We have looked very closely at our processes. We believe we are leading the way in some areas, such as making progress with repairs and rebuilds, and looking after our worst affected customers through our prioritisation process.

“Delays in completing assessments and providing clear timelines are a clear cause for frustration that we acknowledge.

“As a result, we have met with the Insurance Watch group and have reaffirmed our commitment to giving all customers certainty on their claims by the end of this year,” executive general manager of IAG’s Canterbury Recovery Dean MacGregor says.

IAG says it has carried emergency repairs and completed assessments of red-zone properties.

“We are currently assessing in the Parklands area, followed by Brookhaven, Ferrymead and Woolston, with a programme that will take us through to December this year.

“At the same time, we are running a parallel build process that has seen us building and repairing homes in TC1, TC2, the hills and rural areas,” Mr MacGregor says.

The company says it has completed more than over 1400 non-EQC repairs (driveways, paths, etc), with a further 1600 under way.

Major repairs (those over $100,000) to 47 properties have been completed, with 290 others being worked on, and 17 new homes have been built, with 442 in progress.

“Over $1 billion has been paid out to date on commercial and residential claims and IAG is happy with the progress made.”

IAG blamed the magnitude of the event and “a number of complexities”.

The company has called on customers with individual issues to make contact so it we can help resolve issues.

Among the main complaints in the survey  was lack of response and shoddy documentation and assessment.

Chris Hutching
Wed, 27 Jun 2012
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IAG promises Cantabrians it will do better