Hope That New EQC Unit Isn’t Just Lipstick on a Pig

Insurance and EQC advocate Ali Jones is warning people not to get too excited about the announcement that EQC is setting up a new “standalone” unit focused on resolving earthquake claims.

Jones says it’s pleasing to see the EQC Chief Executive, Sid Miller acknowledge that change is needed and that claim management is an important part of that, but she believes claimants need to know more about who the "settlement specialists" will be?

“Having someone as a single point of contact is a very positive move, however will that person be able to provide the claimant the information they need? A number of us have extensive experience with "settlement specialists" in EQC, Southern Response and other private insurers and a title does not make a person effective. We have dealt with “settlement specialist's" who have made so many lives a misery. What are their skills, what are their qualifications and experience? I’m sure claimants would really love to know who these people are and what have they been told their role is,” says Jones.

She adds this has been part of the problem from the outset – people being given titles when in fact the staff have been entirely inappropriate and unqualified for the role.

“The guy who assessed our first place was a baker from Queensland. I would have been better off asking him if the bagels I was making one day when he came round, needed longer to rise,” she says.

Jones says in conclusion, “what will really make a difference is if EQC does not retain all the same staff, same managers, same systems, same processes and quite possibly the same CE otherwise I don’t see much of a change here. I would love to be proven wrong.”

ENDS

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