Thousands of claims completed - Southern Response
We have completed 2,783 overcap claims and are working on another 3,181; cash settlements in progress, repairs and
rebuild in design or under construction. We always look at complaints and issues raised with us, and the vast majority
of claims are being managed through the system.
If anyone feels their case is not being resolved properly through dealing with us, we have been working hard to provide
our customers with dispute resolution services, representation through services like the Residential Advisory Service,
which we support as an independent support service, and the Insurance and Savings Ombudsman’s scheme determination to
which Southern Response is bound, but not the customer. Both services are free to the customer and we have also arranged
for them to be able to retain any alternative dispute resolution services that they may be pursuing. So, there is no
down-side for the customers.
We weren’t invited to the protest gathering and can’t speculate on the content.
We are very keen to ensure that our customers and their representatives understand our motives and approach and have
offered the leaders of the group meeting this evening the opportunity on a number of occasions to inspect our
operations, rather than the potential of proceeding on misinformation, which would have been a risk at this evening’s
meeting. To date, they have not taken us up on this offer.
We have responded to the 110 protesters that came in 2013, and those that are our customers are: moving forward: a
number of internal policy changes; awaiting further engineer reports; or we’ve made the best offer we can and require
them to make concessions. Some weren’t our customers and some continue to have unacceptable demands.
ends