In situations as complex as earthquake recovery, there are times when disputes and disagreements over claims may arise.

At Southern Response, we recognise that every claim is different and understand the negative impact that a dispute or disagreement may have on our customers. We aim to resolve each claim amicably.

Steps to resolution brochure

In this brochure you will find our full resolution process. It will help you to understand what to do, and what to expect, when you need more help with your claim.

Click here to read


Making a complaint

To submit a complaint, please click here to complete our online form.


Free external expertise available

If our team are unable to help you reach a satisfactory solution, we would recommend external advice or action.

There are a number of free options available:

Breakthrough Facilitation

Breakthrough Facilitation is designed to support homeowners who want a constructive, independently facilitated conversation with their insurer. The service has already been operating with Southern Response for the past year (under the CanCERN banner), and every customer involved has made progress.

If you are feeling stuck anywhere in the claim settlement process and are concerned you're not making progress with our Southern Response team, we encourage you to make the most of this free service.

If you’re interested, please contact Leanne Curtis from Breakthrough Facilitation directly on 027 655 5665 or Sarah Yanicki 027 710 4558

To find out more and to see video interviews with others who have used Breakthrough Facilitation, please click here.

The Residential Advisory Services (RAS)

The Residential Advisory Service (RAS) provides free, independent help to residential property owners who are facing challenges in getting their home repaired or rebuilt after it has been damaged by the Canterbury earthquakes. The service assists those who may face challenges and who feel their claim has stalled and require assurance, validation or clarification of their insurance situation.

For advice and assistance please contact RAS:
Phone: 03 379 7027 or 0800 777 299
Click here to visit their website.

The Insurance and Financial Services Ombudsman scheme (IFSO)

The Insurance & Financial Services Ombudsman scheme (ISO) provides free independent advice and review. 

Contact: PO Box 10-845 Wellington 6143 Freephone: 0800 888 202; e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.