InsuranceWatch.org.nz Earthquake Recovery Survey (February 2014)

InsuranceWatch.org.nz: Tell us about your property progress

We need your help to monitor which insurance companies are doing well for us, which are not, and why.

EQC and insurance companies are publicly reporting and congratulating their own progress. We know that our previous Survey (2012) pushed insurers into being more responsive. Our 2014 Survey means to keep them on their toes. We need your information to help us do that.

Over three years on, are you repaired? Rebuilt? Making progress? Or not?

The only way we can be sure of progress is to collect our own data -- with your help.

This survey has some overlap with the earlier one, but also has new questions to help identify specific stages towards recovery. If you own more than one property, please complete a survey for each.

Please use the comments boxes to tell us what’s happening -- your own personal circumstances provide valuable information and background. (Unless you give express permission, all identifiable responses and comments will be strictly confidential to us.)

Ongoing results and news will be posted on community noticeboards, newsletters and through the InsuranceWatch.org.nz website, press releases and reports.

Lastly, but most important, this survey relates to your experiences from 2014 -- that is, tell us what's happening now with your insurance situation and your rebuild or repair.

Thank you very much for your time and participation.
All the best from the InsuranceWatch.org.nz team

Question Title

* 1. Where is your property?

North of Christchurch (Kaiapoi etc)

West of Christchurch (West Melton etc)

South of Christchurch (Rolleston etc)

Central City (inside the Four Avenues)

Addington

Aidanfield

Akaroa

Aranui

Avondale

Avonhead

Avonside

Beckenham

Belfast

Bexley

Bishopdale

Brooklands

Bryndwr

Burnside

Burwood

Cashmere

Dallington

Diamond Harbour

Duvauchelle/Little River

Fendalton

Ferrymead-Brookhaven

Halswell

Harewood

Heathcote Valley

Hoon Hay

Hornby

Huntsbury

Ilam

Linwood

Lyttelton

Mairehau

Merivale

Mount Pleasant

Murray Aynsley

New Brighton

Opawa

Papanui

Parklands

Phillipstown

Redcliffs

Redwood

Riccarton

Richmond

St Albans

St Martins

Shirley

Somerfield

Southshore

Spencerville

Spreydon

Strowan

Sumner

Sydenham

Upper Riccarton

Waltham

Westmorland

Wigram

Woolston

Question Title

* 2. Your property status now ?

Repaired

Rebuilt

Repair underway now

Rebuild underway now

To be repaired

To be rebuilt

Deciding

Waiting

Don't Know

Other (please specify)

Question Title

* 3. Who confirmed your property status?

EQC

Your insurer

Both

Neither (the repair/rebuild status is not confirmed)

Question Title

* 4. What is, or was the option for your property?

Not applicable

Repair under EQC cap

Repair over EQC cap (i.e. insurer will be paying for the repair)

Cash settlement AND repair (i.e. opt out)

Rebuild on original site

Rebuild on a new site

Cash settlement AND rebuild original site

Cash settlement AND keep your own home

Cash settlement

Unclear (could be repair or rebuild)

Other

Comment:

Question Title

* 5. Who decided your property option?

EQC

Insurer

Owner

Other (please specify)

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* 6. Have you had a fully-costed assessment/scope of works done by EQC?

Yes

Don't know

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* 7. Do you have outstanding LAND claims with EQC?
(eg retaining walls, land remediation)

Yes

Don't know

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* 8. Do you have outstanding PROPERTY claims with EQC?
(eg apportionment of damage: which earthquake caused what damage)

Yes

Don't know

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* 9. If your repair is UNDER the EQC cap, are you with Fletchers EQR, or have you opted out?

With Fletchers EQR

Opted out

Not applicable

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* 10. Who are you insured with?

AA/SIS

AMI/Southern Response

IAG, IAG via banks, Lantern

IAG-NZI

IAG-State

Lumley

Tower

Vero

Other (please specify)

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* 11. Has your insurer assigned you a specific case manager or contact person?

Yes

Don't know

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* 12. Has your insurance company or their project management office completed an on-site assessment?

Yes

Don't know

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* 13. Has your insurer given you their Scope or Works (SOW) or a Damage Repair Analysis (DRA)? (These are several pages listing all parts of your house structure, and relevant damage)

Not applicable

Yes

Don't know

Other (please specify)

Question Title

* 14. If you are confirmed REPAIR, where are you in the process?

Not applicable

Given a start date (see Comment below)

Given a completion date (see Comment below)

Started

Completed

Other

Please Specify Other, and Comment on Dates (if applicable)

Question Title

* 15. If you are a confirmed REBUILD, have you and your insurer formally agreed to your preferred option (i.e. rebuild in place, rebuild elsewhere, cash settlement)?

Not applicable

Yes

Other (please specify)

Question Title

* 16. If you are confirmed REBUILD, where are you in the process?
(You can select more than one)

Not applicable

Loss adjuster/PMO assigned

First meeting held

Demolition tender approved

Drawings completed

Drawings approved

Land approved for building

Builder approved

Start and completion date given

Building(s) demolished

Building started

Build complete

Build signed off as complete

NONE OF THE ABOVE

Comment

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* 17. Are you experiencing delays towards your repair or rebuild?

Yes (see next question)

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* 18. If you answered YES above, did your insurer provide one or more of the following reasons?
(You can select more than one)

Not applicable

EQC apportionment (ie which earthquake caused what damage)

EQC land management (retaining walls, land remediation)

EQC payment or settlement

Waiting for joint EQC & insurer review and decision about your claim

Lack of specific geotechnical data for your land

Risk of more seismic activity

Lack of engineers, designers, builders, drillers, etc

Insurer’s own reorganisation of resources, approaches, processes, etc

Your own reason for the delay (eg still to decide options, design, drawing)

Other (please specify)

Question Title

* 19. Have you RECENTLY (since 2013) encountered any of the following from your insurer?
(You can select more than one)

A refusal or reluctance to provide information about your case (eg detailed report)

Being given limited options for repair or rebuild (eg only one option)

Being coerced or forced to choose an option (eg “take it or leave it”)

Being coerced or pressured to use a particular contractor(s)

Being excluded from any meeting on your property about your land, house and claims

None of the above

Comment:

Question Title

* 20. Are you in dispute about your property status?

Yes (EQC only)

Yes (insurer only)

Yes (EQC and insurer)

Yes (other, please comment)

Comment (please specify)

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* 21. Does your dispute require legal assistance?

Yes

Not sure

Comment

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* 22. Have you received any of the following?
(You can select more than one)

Confirmation of priority status by your insurer (eg due to age, health, vulnerability)

Accommodation allowance from your insurer

Extension to accommodation allowance from your insurer

Government Temporary Accommodation assistance

Rates relief from the CCC

Assistance from other organisations (eg Red Cross ) - please describe briefly below if so

Other assistance received:

Question Title

* 23. In relation to your rebuild/repair, how would you rate your insurer now?

	Awful		Poor		OK		Good		Excellent
Communicating with you?	Communicating with you? Awful	Communicating with you?	Communicating with you? Poor	Communicating with you?	Communicating with you? OK	Communicating with you?	Communicating with you? Good	Communicating with you?	Communicating with you? Excellent	Communicating with you?
Responding to you?	Responding to you? Awful	Responding to you?	Responding to you? Poor	Responding to you?	Responding to you? OK	Responding to you?	Responding to you? Good	Responding to you?	Responding to you? Excellent	Responding to you?
Rate of progress?	Rate of progress? Awful	Rate of progress?	Rate of progress? Poor	Rate of progress?	Rate of progress? OK	Rate of progress?	Rate of progress? Good	Rate of progress?	Rate of progress? Excellent	Rate of progress?

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* 24. Do you plan to change your insurance company in future?

Yes

Don't know

Why, or why not?

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* 25. Contact information (optional)
This allows us compare your current, future and previous (if applicable) survey response. Any identifiable information will be kept confidential.

Name

Contact telephone

Street name

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* 26. Any final comments?

Thanks again for your time. Please submit this page by clicking the Submit button below, and you're done!
(However, if you see the same page again, please look for red warnings about missing answers, thanks).

Over three years on, are you repaired? Rebuilt? Making progress? Or not?

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* 1. Where is your property?

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* 2. Your property status now ?

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* 3. Who confirmed your property status?

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* 4. What is, or was the option for your property?

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* 5. Who decided your property option?

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* 6. Have you had a fully-costed assessment/scope of works done by EQC?

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* 7. Do you have outstanding LAND claims with EQC?(eg retaining walls, land remediation)

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* 8. Do you have outstanding PROPERTY claims with EQC?(eg apportionment of damage: which earthquake caused what damage)

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* 9. If your repair is UNDER the EQC cap, are you with Fletchers EQR, or have you opted out?

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* 10. Who are you insured with?

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* 11. Has your insurer assigned you a specific case manager or contact person?

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* 12. Has your insurance company or their project management office completed an on-site assessment?

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* 13. Has your insurer given you their Scope or Works (SOW) or a Damage Repair Analysis (DRA)? (These are several pages listing all parts of your house structure, and relevant damage)

Question Title

* 14. If you are confirmed REPAIR, where are you in the process?

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* 15. If you are a confirmed REBUILD, have you and your insurer formally agreed to your preferred option (i.e. rebuild in place, rebuild elsewhere, cash settlement)?

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* 16. If you are confirmed REBUILD, where are you in the process?(You can select more than one)

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* 17. Are you experiencing delays towards your repair or rebuild?

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* 18. If you answered YES above, did your insurer provide one or more of the following reasons?(You can select more than one)

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* 19. Have you RECENTLY (since 2013) encountered any of the following from your insurer?(You can select more than one)

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* 20. Are you in dispute about your property status?

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* 21. Does your dispute require legal assistance?

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* 22. Have you received any of the following?(You can select more than one)

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* 23. In relation to your rebuild/repair, how would you rate your insurer now?

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* 24. Do you plan to change your insurance company in future?

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* 25. Contact information (optional)This allows us compare your current, future and previous (if applicable) survey response. Any identifiable information will be kept confidential.

Question Title

* 26. Any final comments?

* 7. Do you have outstanding LAND claims with EQC?
(eg retaining walls, land remediation)

* 8. Do you have outstanding PROPERTY claims with EQC?
(eg apportionment of damage: which earthquake caused what damage)

* 16. If you are confirmed REBUILD, where are you in the process?
(You can select more than one)

* 18. If you answered YES above, did your insurer provide one or more of the following reasons?
(You can select more than one)

* 19. Have you RECENTLY (since 2013) encountered any of the following from your insurer?
(You can select more than one)

* 22. Have you received any of the following?
(You can select more than one)

* 25. Contact information (optional)
This allows us compare your current, future and previous (if applicable) survey response. Any identifiable information will be kept confidential.