Having access to personal information and official information is one of the basic rights of every New Zealander.

The current version of Southern Response's Privacy Policy can be viewed here.

If you would like to request personal information we hold about you under the provisions of The Privacy Act 1993, you can do so in writing to:

The Privacy Officer
Southern Response Earthquake Services Ltd.
PO Box 9052
Tower Junction
Christchurch 8149

or by using the following email address:

This email address is being protected from spambots. You need JavaScript enabled to view it.

You can expect to be notified of the decision on your request within 20 working days after the day on which the request was received in accordance with Section 40 (1) of The Act. If an extension of time is required to make a decision you will be notified prior to 20 working days expiring in accordance with Section 41 of The Act.

Official Information Act requests apply to official company and non-personal information held by us. If you would like to request official information please refer to the relevant section here.

To help you decide what to request, below is a summary of the types of information held in claim files.

What’s in a claim file?

Customer claim files can contain a large volume of information and may run to hundreds of pages. If you have multiple claims for a property as the result of several events, the documentation can be vast.

  •          If you request your whole claim file, it could slow down the processing of your request.
  •          In addition, you may pay for documents that aren’t relevant to you. You’ll also get copies of information you’ve sent to us.

Please note:

  • Claim file information is unlikely to provide you with a settlement date or financial details (unless the claim has already been settled).
  • For commercial reasons, Southern Response won't generally release builder’s or Arrow’s detailed costings under the Privacy Act. If you wish to learn more, see the factsheet Confidentiality of Cost Estimates.  

Examples of information held in claim files:

  • Loss details

Information such as the claim number, cause of loss, date of event, damage location.

  • Exposures

Shows the type of coverage claimed for (building, Out Of Scope financial information and cover status. (It’s unlikely that estimates will be provided with this information.)

  • Claim contacts

Lists everyone that has been authorised to receive information about the claim. (You and any people you’ve nominated)

  • Financial summary and transactions

Details exposures, reserves, totals paid, net totals and recoveries. (It’s unlikely that estimates will be provided with this information unless the claim has been settled.)

  • Notes

Contains records of all notes made on the claim file by both Southern Response and Arrow, including any attachments that come with them.

  • Documents

Contains documents saved electronically or on your physical claim file, such as copies of letters or emails, assessment reports (including geotechnical reports), quotes and invoices and photographs.

Note the claim file may include correspondence, photos or emails that you have sent in yourself.

Please note phone call recordings are not stored on a claim file, however can be requested separately. If you would like to request a specific phone recording please advise the Privacy Officer of the exact date and time the phone call was made. Additional information such as the name of Southern Response employee you spoke to and phone number you called from will assist in processing your request.

(Southern Response commenced recording phone calls end of December 2013.)