Following the release of the Independent Ministerial Advisor’s report in June which found that things weren’t up to scratch at the Earthquake Commission, it is great to see some positive changes being made in progressing claims and communication with claimants.
Most of these changes have been really practical and directly addressed some of the issues at EQC. As a result, 46 percent of the claims that were on the books in May have been resolved – and some of these were really tricky ones that had been awaiting resolution for a long time.
All claimants now have got a case manager who is their main point of contact. This means that they don’t have to start their story over and over again when they call EQC to talk to someone about their claim. Staff numbers have been increased to meet demand – unlike the previous Government which reduced staff numbers at the start of last year even though the number of claims kept rising. These staff members are also experts, which ensures that they are well equipped to handle the workload and can work effectively.
It’s been heartening to receive feedback that shows as a consequence of some of these changes, people are having a more positive experience with EQC. We know we still have more to do but we’re working hard to ensure that we get these claims sorted so that people can get on with their lives.