The mammoth mission made the failures apparent

New Zealand changed forever on September 4, 2010, when the Darfield earthquake struck outside Christchurch. That day was also a watershed moment for the Earthquakes Commission, and a public inquiry by the government revealed that it was not equipped to manage the scale of the disaster. CEO Syed Miller looks at how his organization has transformed in the past decade to be ready for the next major natural disaster.

The Committee on Earthquakes 2020 does not resemble much of an organization that faced a mammoth task in 2010.

We’ve had around 70 reviews in the past 10 years, the most recent being the General Government Inquiry that the government officially accepted this week. The EQC has accepted the results of the review, and we are on our way to implement the findings of the report.

The public investigation has highlighted the failures of EQCs over the past decade and we have apologized to Canterbury residents for the additional stress and trauma that caused EQC while they recovered.

The investigation confirmed that the EQC was not equipped to handle the scale of the disaster it was facing on September 4, 2010, but we have learned from our experiences and made changes to ensure we are well prepared to meet the needs of each new one. Zelanders now and in the future.

There is no doubt, it was a huge transformation for us.

A small, nearly invisible government agency of just 23 employees has been transformed into a modern, transparent, agile, sympathetic and collaborative organization that can work effectively in partnership with insurance companies and the central and local government to more effectively respond to future natural hazards.

EQC in 2020 is ready to effectively handle a large-scale event and can handle up to 100,000 claims through our partnerships with private insurers and third-party officials, with the ability to quickly prepare for larger claim numbers when needed.

We’ve also made significant improvements in how we manage claims, focusing individually on our customers to provide a simpler customer experience.

The current claims management system, data integration platform, and associated technology is a world away from what EQC employees and customers had in 2010.

To put the past 10 years into context, EQC has handled nearly half a million claims from the Canterbury earthquake sequence across nearly 200,000 properties.

All these properties were settled for the first time.

Frustratingly, for Canterbury homeowners and our staff, many claims had to be reopened due to faulty repairs or lost scope, and as of August 1, the EQC 1500 claim still had to be resolved.

We are committed to resolving these claims to homeowners, but we also have an obligation to do so in a manner that is in line with our governing legislation. Some of these claims are very complex, but thanks to the new government policy for property sold, as well as the introduction of a major claims resolution service in Christchurch, many homeowners now have a path that does not require courts.

I would like to reiterate that the focus of the EQC remains on resolving all of Canterbury’s claims as soon as possible.

As we work to close Canterbury claims, EQC continues to evolve so that we can respond effectively to the next major natural disaster.

In a beautiful country at high risk of earthquakes, volcanoes, storms and floods, we make home insurance possible for homeowners with necessary vital reinsurance insurance.

This year, we were pleased to provide international reinsurance coverage of $ 6.2 billion, which is a record amount and New Zealanders would not be able to obtain this type of natural hazard insurance without this EQC guarantee. I hear regularly from contemporaries abroad that our national system of insurance against natural hazards is the envy of many countries that live with natural hazards and are unable to obtain insurance like us.

But it takes effort. Since a series of costly natural disasters in past decades, the international insurance market has demanded that New Zealand work hard to reduce risks to life and property.

A major asset in those international negotiations is our significant investment in world-leading natural hazard science and engineering research in universities and institutes across the country, including the unique GeoNet Modeling Tool.

This research enables New Zealanders and their homes to be better prepared for dealing with future natural disasters and helps decision-makers decide where to build stronger homes on better land.

Equally important, research data enables EQC and its reinsurers to generate models about future disasters and the associated rebuilding costs.

With this advanced data modeling, EQC claims experts can quickly predict the impact whenever a natural disaster strikes us, so the organization can now rapidly increase its ability to help our clients by activating event response plans with third-party officials and private insurance companies.

This collaboration is located light years away from September 2010 and the effectiveness of this model was first demonstrated after the Kaikoura earthquake in 2016, and has since evolved even more dramatically.

Providing a fast, fair and transparent solution to our customers has become the main focus of EQC. Our staff is trained to keep customer focus at the center of every conversation, and while we acknowledge that we don’t always understand it correctly, we’re glad this is reflected in our customer satisfaction surveys that saw a significant improvement of 74%. Clients reported their satisfaction with the last service quality they received in 2020. Compared to 49% two years ago.

Of course, we are still learning, and we will continue to grow and improve. We have been very grateful to the Claimants Reference Group who provided us with advice to improve the experience of current and future claimants.

Ten years after the Darfield earthquake, we are confident and proud of where we are on the path to continuous improvement to ensure we are there for all New Zealanders when the next natural disasters strike.

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