Natural hazards

NHCover Dispute Resolution and Code Review services

Independent support for homeowners

A key purpose of the Natural Hazards Insurance Act 2023 is to reduce the impact of natural hazards such as floods, storms, earthquakes and landslides on people, property and the community. Under this legislation, insured homeowners have certain rights and can access independent support options through Fair Way – kia tau.

We provide two pathways for resolution, and which one is right for you will depend on the type of issue you have. Both options are free and independent. If you are not sure which one to use, you can talk to our friendly team to see which pathway is right for you. 

  • We work with you each step of the way 

    The Fair Way team is here to answer all your questions and guide you through the process.

    In both of our natural hazard pathways, we appoint a dedicated Resolution Coordinator to support you along the way. They work alongside you and your mediator, adjudicator, or reviewer to make arrangements and ensure a smooth journey. They’ll keep in touch with you, letting you know what to expect at each step, and answering your questions. 

    Everything we do is about making it as quick and easy as possible for you to reach a resolution or to find closure through an independent review.

    To ask questions or get started, contact our friendly team on 0800 266 588.

  • About us

    Fair Way – kia tau are experts in dispute resolution. We have twenty-five years’ experience, which includes expertise in managing disputes related to insurance, financial services, building and construction, and land. We understand the unique challenges and needs of providing dispute resolution services following natural hazard events. 

    Fair Way’s NHCover Dispute Resolution service is the approved dispute resolution scheme under the Natural Hazards Insurance Act 2023. Our service was approved by the Associate Minister of Finance and established on 1 July 2024 when the Act came into effect. We operate under the Scheme Rules, which include the protocols for mediation and adjudication , and our service is founded on the principles of accessibility, independence, fairness, accountability, efficiency, and effectiveness. Our role is to help resolve disputes about claims through mediation and adjudication.

    We also provide the Code of Insured Persons’ Rights Reviews service for complaints. If you think there has been a breach of the Code and you are not satisfied with the decision that NHC Toka Tū Ake or your insurer have made on your complaint, you can ask for an independent review by Fair Way.

    Our team of mediators and adjudicators are skilled, experienced and accredited by a professional body, including the Arbitrators’ and Mediators’ Institute of New Zealand (AMINZ), the Resolution Institute and the NZ Law Society. Many also have additional specialist or legal qualifications. We also have a large team of highly skilled and experienced reviewers who review thousands of decisions issued by Government agencies each year.

    We understand the Natural Hazard Insurance Act 2023 and the Code of Insured Persons’ Rights. As highly experienced professionals, we support you to navigate the complexities of disputes and complaints in a safe and productive way. You can trust our people have the right skills and expertise to help resolve your issue. 

FAQs

  • My home has been damaged. What do I need to do?

    Natural hazard events are stressful and can be a difficult time for you and your whānau. You may need some help to stay safe and recover. You can find general advice from trusted sources such as Civil Defence, and your local council. If your safety is at risk, you should evacuate or contact emergency services if you need urgent assistance.

    If your property has been damaged, you should contact your home insurer directly. They can advise you on your cover and support you to manage any immediate needs, for example arranging urgent repairs or temporary accommodation. Many insurers provide important information and updates on their websites following a major natural hazard event.

    You can find some general information about Natural Hazards Cover (NHCover) and making a claim on the NHC Toka Tū Ake website.

  • What is NHCover?

    Natural Hazards Cover (NHCover) provides the first layer of insurance for your insured home and cover for certain areas of land under and around it, in the event your property is damaged by a natural hazard such as an earthquake, landslide, volcanic activity, hydrothermal activity, or tsunami.

    It also covers damage to your insured land from storms and floods and damage from fire that occurs because of any of the above natural hazards. For more detail on cover, see the NHC Toka Tū Ake website.

  • Which pathway is right for me?

    A quick way to tell which pathway might be right for you is by looking at your correspondence.

    Disputes about referable decisions

    When you make an NHCover claim, you will receive claim outcome letters from your insurer or NHC Toka Tū Ake to let you know their relevant claim decisions. Most decisions about natural hazards claims are ‘referable decisions’ which means you may have the option to refer your claim to the independent NHCover Dispute Resolution service. You can read more about referable decisions on our FAQ page.

    Complaints under the Code of Insured Persons’ Rights

    If you are not satisfied with the service or conduct of your insurer or NHC Toka Tū Ake while managing your natural hazards cover claim, and you believe there has been a breach of the Code of Insured Persons’ Rights, you can make a complaint to the organisation managing your claim. When you make a complaint to NHC Toka Tū Ake or your insurer about a breach, they will follow their internal complaint management process and they will write to you confirming the outcome of this process. You can apply for an independent review if you don’t agree with the decision made about your Code complaint.

    If you are not sure, you can always chat with our friendly team on 0800 266 588 to find out more about your options.

Find out more about how Fair Way can assist you

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