The following people will be responsible for assisting you through the process. Representatives from Southern Response and Arrow International work together and with you, to keep everything on track.

Your dedicated claims specialist

Communication and support is the key to a great relationship. You have been assigned a dedicated Southern Response claims specialist as your key contact to keep you informed every step of the way and to answer any questions or concerns with regard to your policy, claim, or the repair or rebuild process. Your claims specialist will be supported by a project manager from Arrow International and together they will assist you through the entire process, ensuring your needs are understood and that the work on your property is undertaken as required.

To contact your claims specialist:

Phone: 0800 501 525

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Your project managers

The key parties involved with the rebuild or repair of your house are Southern Response, project managers Arrow International, you, and the building company assigned to your project. 

Arrow International works closely with Southern Response to ensure that all rebuild and repair projects are undertaken in accordance with the individual building contract, and that works have been completed to the required industry standard and administered correctly. Project managers will guide you through matters relating to the building process during the repair or rebuild. They will be involved from the initial scope of works site meeting to the completion of works and will manage and co-ordinate the necessary paperwork, consents, construction, fixtures, fittings and the myriad of other requirements typical of a residential project.

You will have two project managers. The first will guide you through the design phase, including council consenting, to the point of a contract signing. The second project manager will be dedicated to guiding you through the construction phase of your new home and will work alongside the repair or rebuild contractor.

To contact your project manager:

Phone: 03 940 3440

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Extra support

The claims process can seem complex and difficult to navigate. We understand that some customers may need extra care, assistance and guidance to get through, so Southern Response has set up a team of customer support specialists to help. If you're feeling overwhelmed by the process, please contact us. Our Customer Support Team can take up the management of your claim and guide you each step of the way. If you would like extra help and support please talk to the Customer Support team.

To contact the Customer Support Team:

Phone: 03 371 7670

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