Two thirds of EQC “customers” unhappy, and that’s not high enough

Natural disasters are natural, and disasters.  The fact that some people find that they have taken a hit on their equity, or their bird bath is listing to one side isn’t a sufficient reason to get pissy.  

The EQC system isn’t a 100% fix-it-as-new insurance scheme.  As long as people are living in their home, are safe and dry, then the minor stuff is what they should take on the chin.  Welcome to living on the Ring of Fire.

Customer satisfaction with the way the Earthquake Commission (EQC) handles claims has dropped.

The commission set itself a target for this year’s annual report of getting a tick from at least 50 percent of its customers, but the result was well short of that.

Its report for the year to June (PDF, 2.8MB – part two of two) showed about 34 percent were happy with their experience – a fall from last year, when 44 percent said they were satisfied.

Jennifer Dalziel is among the two thirds of clients unhappy about their experiences, after she approached the agency about its failure to properly repair her home.

“What they do is just keep fobbing people off, that it’s gone to the engineers, that it’s gone for a review and now we have to send someone else out, and there’s a six-month time lag between each of those things happening.

“So after three years people are no further ahead.”

Ms Dalziel had now decided to take EQC to court. 

“I can’t see anybody making any headway on their own, they will just fob you off forever with this story and that story.

“The last engineer that came, he said to me, why did you file in the High Court when you were already in the remedial queue.

“And I said because I’d been waiting for a year and nothing had happened.”

EQC’s outgoing chief executive, Ian Simpson, said the poor customer service result was mostly down to the time people were waiting to have claims settled.

This was not something it had a lot of control over, he said.

“It’s going to be very hard to get them to feel happy about the process if they’ve been waiting for a number of years.

“So the best thing we can do is do the best we can for those customers, and then make sure the hard-fought lessons that we’ve learned are implemented into future responses.”

Who would wait for a government department to fix anything. it is asking for trouble. I would have got on and done repairs myself.

The cost of taking the EQC to court will far outweigh any relief if any she would get from the court…and simply delay things further. The EQC now has a legitimate reason for delaying fixing anything…it is subject to court proceedings, let’s wait and see the outcome. The only winners of course will be the lawyers.

Here’s the thing…if you ask a lawyer for advice on what to do, they are going to say sue aren’t they?

 

– RadioNZ


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