EQCover Dispute Resolution

Resolve disputes about your EQCover claim

Free and impartial facilitation, mediation and adjudication with the EQCover Dispute Resolution service

EQCover provides the first layer of insurance for your home and cover for some of your residential land for natural disaster events before 1 July 2024. 

The first step is to make a complaint to the organisation managing your claim. Usually this will be your insurer but sometimes it may be NHC Toka Tū Ake (previously known as EQC) if they are managing your claim directly. 

If it remains unresolved, you and the NHC can agree to refer it to Fair Way’s EQCover Dispute Resolution service. You can phone or email Fair Way to start this process. 
 

 

About

  • The EQCover Dispute Resolution service may be able to assist if your claim:

    • involves damage from natural hazard events that occurred before 1 July 2024

    • is not related to the Canterbury earthquake series - other pathways are available 

    • and both you and NHC Toka Tū Ake agree to participate.

     

    We can help resolve disputes about: 

    • Building claims (within the relevant Act limit depending on date of the event)

    • Land claims (lesser of the relevant Act limit or $200,000)

    • Building and land claims (not exceeding combined limit of $400,000).

  • Events after 1 July 2024

    If the natural hazard event occurred after 1 July 2024, you can find out about the NHCover Dispute Resolution Service here. 

Resolving a dispute

  • You can contact Fair Way directly to start the process. Our first step is to check if we can help, find out more about you and your claim, and answer any questions. You can tell us about your needs and learn about support options.

    We will inform NHC Toka Tū Ake, who provide EQCover, and invite them to join. Once everyone agrees to participate, we can help in three ways – through facilitation, mediation or adjudication. 

    Our team will guide you through the process and make all arrangements. They’ll stay in touch with you each step of the way.

    Our service is free to use. Talk to our team to find out how we can support you.

Ways we can help

  • Facilitation

    Explore the issue

    Facilitation is a way to explore issues or agree actions early. We help you communicate, and to share information and perspectives. The aim is to reach your own agreed solution.

  • Mediation

    Find a way forward together

    The mediator leads the meeting and helps you explore the issues and options. The aim is to find a lasting agreement that works for everyone. 

  • Adjudication

    We make an independent decision

    If you can’t agree on an outcome through mediation, we will weigh up all the information and make an independent decision on the matter. 

Talk to us about your needs

We do our best to make the process as easy as possible for everyone to participate. If you have any special requirements, or if we can provide cultural or language support, please let us know as soon as possible so we can make suitable arrangements. 

You can contact our friendly team by:

FAQs

  • Is it free?

    The EQCover Dispute Resolution service is free for homeowners, so there is no charge. However, you are responsible for meeting your own costs if engaging any experts, such as getting legal or engineering advice. 

  • Am I eligible?

    NHC Toka Tū Ake or your insurer will usually let you know if you are eligible, or about the other pathways that are open to you, at the end of their complaints process. If you’re not sure, you can contact us to check.

  • Are there any rules?

  • Are there other options?

    Different pathways are available depending on your claim and insurer. For example, you may be able to use your insurer’s dispute resolution scheme, contact the Ombudsman or the NZ Claims Resolution Service.

Adjudication Arbitration Review

Other types of issues

If you have a complaint about your interactions with the insurer or the service received during your claim, you can raise a complaint under the Code of Insured Persons’ Rights.

If the natural hazard event occurred after 1 July 2024, you can find out about the NHCover Dispute Resolution Service here. 

 

Back to top