20 April 2023
John Luke
[FYI request #22216 email]
Our reference: OIA22-23 270
Tēnā koe
Official Information Act 1982 Request
Thank you for your request of 22 March 2023, asking for the fol owing under the Official Information
Act 1982 (the OIA):
“May I request full meeting minutes of the National Reference Group from 1st Jan 2021 to
1st Mar 2023.”
Response
In response to your request, please find attached the minutes for the fol owing meetings:
• 3 September 2021
• 22 June 2022
• 3 December 2021
• 2 September 2022
• 7 March 2022
• 6 December 2022
Some information has been withheld from these minutes under the fol owing sections of the OIA:
• section 9(2)(a) - to protect the privacy of individuals;
• section 9(2)(g)(i) - to maintain the effective conduct of public affairs through the free and
frank expression of opinion;
• section 9(2)(g)(ii) - to maintain the effective conduct of public affairs through the
protection of officers and employees from improper pressure or harassment.
I am unable to provide you with the minutes of the first meeting of the newly formed National
Reference Group on 15 July 2021. This is because the information requested does not exist. Minutes
Toka Tū Ake EQC
Level 11, Majestic Centre
100 Wil is Street
Wel ington 6011, New Zealand
Corporate Mail: PO Box 790, Wellington 6140
Telephone: (04) 978-6400
Claims Mail: PO Box 311, Wellington 6140
Fax: (04) 978-6431
UNCLASSIFIED
www.eqc.govt.nz
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were not taken at this meeting because it was an induction meeting. I have attached the agenda for
this meeting for your information. This decision is made under section 18(e) of the OIA.
You have the right to ask the Ombudsman to investigate and review this response. The Office of the
Ombudsman can be contacted through their website at
www.ombudsman.parliament.nz.
Ngā mihi
Tina Corbett
Kaitohutohu Hononga Kāwanatanga Matua
Senior Advisor Government Relations
UNCLASSIFIED
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Official
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are existing networks and where
there are gaps).
3
Insurer Response Model (IRM)
Members to consider who EQC
The NRG:
might connect with in preparing
scenarios for an Alpine Fault
a) Received an update from the Chief Readiness Officer and event or Hawkes Bay event.
Head of Event Strategy on the IRM and event response
1982
strategies
EQC to arrange a feedback
mechanism for NRG members to
b) Discussed how the loss model ing data can be used to report community feedback
estimate the damage to areas fol owing an event
through to EQC.
Act
c) Discussed how information (eg discussion hazard
preparedness) can come with an emotional response, and
that this should be considered when reaching out to
communities
d) Discussion that often in rural settings people may not be
aware of how their land damage is covered, or the end of
land damage fol owing and event.
4
EQC name change
EQC to seek input from a trilingual
translator to assess the viability of
The NRG:
Information
the Māori concept translated
a) Received a presentation from s9(2)(a)
of Ocean through to sign language.
Design on the EQC name review
EQC to send around presentation
b) Discussed the options proposed in the presentation and delivered by Ocean Design
provided feedback on these options
EQC to update NRG on cultural
c) Discussed the importance of EQCs ability to deal at a competence development at next
Official
cultural level with communities in an authentic way
meeting.
5
Designing the how and what the NRG would do in a natural To be continued at next NRG
disaster
meeting
the
6
Any other business
s9(2)(a)to explore times for a joint
None.
EQC Board/NRG meeting
7
NRG only time
under
Robyn to populate
Released
UNCLASSIFIED
Our mission: To reduce the
impact on people and property
when natural disasters occur.
1982
Act
Information
Official
the
under
Released
a) Received thanks from the Board Chair for their contribution EQC Communications team to
and work to date
consider tailoring
b) Received an update from the Board Chair detailing:
communications to suit each of
our communities when there is an
• Focus on importance of working with communities for a event (i.e., those with disabilities,
feedback loop on EQC, including outside and event
rural, Māori and Pasifika).
• Importance of hub and spoke model through NRG
during a major event
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• How the work of EQC is dovetailing into the NEMA
disaster response model
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4
Dispute Resolution Update
The NRG:
a) Received an update on dispute resolution work to date
b) Feedback from members given to s9(2)(a) and PGR team
5
Designing how and what the NRG would do in a natural disaster EQC to take on Event Response
Community Forum feedback and
The NRG:
present the ToR to EQC Board in
a) Noted the progress made in relation to event readiness, February.
Information
both internal y and through engagement and strategy
development across the sector
EQC to consider including the
NRG in a functional exercise in
b) Provided Feedback on the Event Response Community 2022.
Forum Terms of Reference to COR before they are referred
to the EQC Board in February
EQC to consider feedback
regarding consumer education:
disaster awareness and what to
Official do in case of an event.
6
About the NRG
EQC to publish NRG one pager on
the
The NRG:
website once finalised.
EQC to include a point of contact
a) Provided Feedback on the resource provided.
for NRG queries (e.g., an NRG
email address).
s9(2)(a) to re-circulate action on
‘NRG to circulate their contact’s
under
landscape’ which can then be
included in the wider EQC
contact’s list.
7
Extra care customers
EQC to speak with key social care
The NRG:
agencies regarding Extra care
claims.
a) Discussed and Provided Feedback on the proposed key
Released concepts for the extra care claims policy as outlined in
Attachment 1
UNCLASSIFIED
Our mission: To reduce the
impact on people and property
when natural disasters occur.
8
Any other business
a) Agreed to Consumer NZ presentation on insurance reports
at next NRG meeting
b) Discussed agenda for next NRG meeting:
• Presentation from NEMA
• Presentation from Consumer NZ
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• Plan for public launch of NRG comms
• Further develop hub and spoke model
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• Update on cultural capability work
9
NRG only time
Robyn to populate
Information
Official
the
under
Released
UNCLASSIFIED
Our mission: To reduce the
impact on people and property
when natural disasters occur.
1982
Act
Information
Official
the
under
Released
• Reinsurance market; and
• Upcoming public submission process for climate change
National Adaptation Plan.
b) discussed:
• Building prices going up in Canterbury and the On-Solds
process;
• The importance of consumer education around natural
1982
disasters and changes to insurance (cap change etc.);
and
• EQC’s involvement in work to prepare for impacts of
Act
climate change, flooding, insurance retreat
4
NEMA’s disaster response model – how does it al work together?
The NRG:
a) received presentation on disaster response system from
Jenna Rogers Manager, Risk and Recovery of NEMA; and
b) discussed lessons that New Zealand can take from overseas,
including:
• Lismore flooding in Australia;
Information
• Chal enges around climate change; and
• How we can share intelligence, technology and
experiences to better support Aotearoa communities.
5
EQC’s role in an event response: case studies of the Westport
floods and the Hawkes Bay scenario Official
The NRG:
a) received a presentation from K Tod ands9(2)(a) on EQC’s
response to Natural Disasters
the
b) discussed:
• EQC’s confidence in supplier/contractor pricing and if
there is continuous evaluation;
• EQC’s assurance programme;
under
• Where farmers fit into EQC’s response to natural
disasters;
• The need to have clear and simple answers for people
about their insurance; and
• The AF8 strategy and EQC’s role in Public Education
especially ensuring people residing in those areas know
about the Alpine Fault and the work EQC is doing to
Released identify risk factors for people businesses on the fault
line.
Our mission: To reduce the
impact on people and property
when natural disasters occur.
6
Regional community representation in action: lessons from the EQC to investigate issues with
Homeowners Advisory Group (HOAG)
home insurance on Māori land
The NRG:
and report back to NRG.
a) received a presentation from L Ngata and T McBrearty on
lessons from HOAG, which included the fol owing learnings:
• A community group is an important local voice.
Community isn’t noise, but knowledge;
1982
• Members were selected and became natural leaders
within their communities;
•
Act
Value of having legal, insurance and building expertise
on the group;
• Importance of ensuring customers understand their
policies;
• Need to have diverse community representation –
gender, disability, organisational culture;
• Assisting those who’ve built on Māori land.
b) discussed:
• EQC/insurance sector should be prepared to be
Information
challenged; chal enge is based on experience
• Land exclusion;
• Concerns about quality-of-service delivery from
insurance companies under the NDRM, and impact on
groups like HOAG.
•
Official
Importance of education programme on insurance for
customers; and
• Importance of getting managed repairs right. The
the
Government is considering which entity would manage
this and EQC is supporting that work.
7
12.20pm
NRG only time
under
Members had brief lunch break from 12.40pm
8
EQC/Consumer NZ Presentation and Q&A
EQC and NRG to consider how
NRG can support efforts to
The NRG:
demystify insurance policies for
a) received a presentation from s9(2)(a) , Market Research consumers, including working
Analyst from Consumer NZ outlining insights into how New with FMA/ICNZ/MBIE.
Zealanders feel about the insurance sector; and
Released
b) discussed:
Our mission: To reduce the
impact on people and property
when natural disasters occur.
• Interest in understanding what’s behind consumer
perceptions of customer service, especially as it relates to
EQC asking insurers to work on our behalf.
• Need to improve clarity around policies and their terms and
conditions, and opportunities for creating a one-page
summary to make it easier for consumers to understand.
• Could insurers adopt the the ‘right-planning’ approach used
by telcos and electricity retailers, putting onus on service
1982
provider to make sure policy is right for the customer?
9
How we’re monitoring insurers through the partnership model
Act
The NRG:
a) received a presentation from s9(2)(a) around why how EQC
holds insurers to account including:
• Key components of what’s been created to influence
insurer behaviour;
• Key components of performance reporting from the
NDRM;
• A rundown of customer feedback loops to calibrate
results before and after go-live; and
Information
• EQC’s ability to be directive if reactions by insurers are
slow, the role of relationship managers and the ability
they have to escalate;
b) discussed
• What systems EQC has in place to ensure repairs are
done to the right standard, the standards EQC expects
Official
and capability we need to put in place as a
consequence; and
• Members raised concerns about the partnership and
the
how it will deliver for communities.
10
Hearing from our customers for continuous improvement: EQC’s EQC to consider how to make
Customer Experience Monitoring
better use of demographic
The NRG:
segments
in
Kantar
under
questionnaires to understand the
a) received a presentation from s9(2)(a) on Customer root
cause of customer
Experience Monitoring.
satisfaction e.g., English as second
language, disability, location etc.
11
Pul ing it together: what does it all mean for planning for an Event EQC to include a diagram of
Response Community Forum?
communication flows between
The NRG:
EQC, NRG and the Forum to
include in the ToR.
Released
a) discussed topics of conversation from the day and gave EQC to provide a summary of the
feedback to Kate Tod and team.
Forum for NRG members to share
Our mission: To reduce the
impact on people and property
when natural disasters occur.
with their communities, along
with the ToR.
Any other business
a) discussed agenda for next NRG meeting in June.
1982
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Official
the
under
Released
Our mission: To reduce the
impact on people and property
when natural disasters occur.
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Official
the
under
Released
3
Update from Toka Tū Ake EQC Chief Strategy Officer on behalf of Toka Tū Ake EQC to consider
Toka Tū Ake EQC Chief Executive
updating NRG on community
The NRG:
pricing versus risk pricing related
to cap changes or consider adding
a) received an update from Toka Tū Ake EQC’s Chief Strategy this into talking points provided to
Officer on behalf of Chief Executive including:
members at the September
•
meeting.
Act update
•
Cap change
•
Volcano – Ruapehu
1982
•
Dispute resolution
4
Morning tea with Board Commissioners
Toka Tū Ake EQC to consider if
a) received an update from Chris Black, Ruth Dyson and Alister there are visual mediums/story
Act
James on Toka Tū Ake’s priorities from a Board perspective.
tel ing avenues we can use to
better engage with and inform
communities.
Toka Tū Ake EQC to brief NRG on
the public inquiry at next meeting.
5
Research and Resilience updates
a) received a presentation from s9(2)(a)
on Research and
Resilience – where we are and where we’re going; and
Information
b) received an update on Risk & Resilience Portal
Because this presentation was cut short, Secretariat to provide
slides to NRG fol owing the meeting.
c) discussed key topics from the presentation and provided
feedback s9(2)(a)
6
EQC’s public education programme
a) received a presentation from s9(2)(a)
on Toka Tū
Ake’s public education programme; and
b) provided feedback to s9(2)(a) on key topics covered.
Members had a brief lunch break from 12.30pm-1.00pm
7
Discussion of Extra Care Claims policy
The NRG:
a) discussed and provided feedback to s9(2)(a) and s
s9(2)(a) on Extra Care Claims papers provided.
8
NRG Terms of Reference – Event Response Community Forum
Discussion
The NRG:
Released under the Official
a) discussed the ToR and gave feedback to Toka Tū Ake EQC.
Our mission: To reduce the
impact on people and
property when natural
9
Update from Tina
Toka Tū Ake EQC to consider
The NRG
engaging with NRG and their
contacts at an iwi level, especially
a) received an update from Toka Tū Ake EQC’s CE including:
related to internship
•
opportunities.
Name change
• Toka Tū Ake waiata
• Cultural Capability
1982
10
Review of the year and planning for next year
Toka Tū Ake EQC to consider a
The NRG:
col aborative approach to agenda
planning - bringing forth a
a) received a review of the year by Toka Tū Ake EQC;
workplan on what is most
Act
b) discussed the NRG year-in-review, reflections on the needs important to Toka Tū Ake EQC in
of NRG’s communities;
the first instance and
incorporating elements NRG are
c) provided feedback on agenda planning and the year ahead; interested in.
d) agreed to retain current frequency of meetings for the next Toka Tū Ake EQC to consider a
year; and
field trip for NRG to get a wider
e) discussed success measures for the next year.
view of impacted communities
and the work Toka Tū Ake EQC is
involved with.
Information
11
Any other business & NRG only time
Official
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under
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Our mission: To reduce the
impact on people and
property when natural
1982
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Official
the
under
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NOTE: SOME CONTENTS OF THESE MINUTES
I
ARE SUBJECT TO LEGAL PRIVILEGE
IN CONFIDENCE
• in rural communities the first response after a
natural hazard event is people, animals and then
they look to take next steps; and
• previous feedback from Canterbury who were
affected by flooding – it was stressful to
understand who was looking after what and
where to go for help.
4
Briefing papers
Management to arrange for media
1982
NRG:
releases to be distributed to the
National Reference Group.
a)
noted briefing papers from Toka Tū Ake EQC;
b)
received feedback from members about those
Act
briefing papers; and
• NDRM customer feedback
• Cap and levy
• Public inquiry
c) discussed the fol owing:
• The chal enges for the sector of simplifying
insurance policies due to legal requirements (if Information
we make a one-page summary, people wil only
read that)
• Toka Tū Ake EQC has an opportunity to improve
how customers access and understand
insurance, e.g.
Official
- a ‘common checklist’ in every single policy;
- Opportunity for a one pager in glove boxes
for elderly people;
the
- help to get basic information out to people
so they can understand jargon.
• Under NDRM we are supporting insurers to be
the main point of contact.
under
11.1
Any other business:
Management to continue the
NRG:
thinking around how best to
connect NRG members with
a)
identified possible future agenda items and impacted communities and
requested items before the next meeting:
customers, such as through a field
• Hearing from Tim Grafton or representative at trip or something similar.
ICNZ;
Released
• Hearing from people impacted by Nelson event;
and
• Customer outcomes report from recent events
in Nelson.
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NOTE: SOME CONTENTS OF THESE MINUTES
I
ARE SUBJECT TO LEGAL PRIVILEGE
IN CONFIDENCE
• incorporating stakeholder feedback
• s9(2)(g)(i)
• Dispute resolutions and how those fit within the
legislation; and
• When considering support agencies in the Extra
Care Claims work, ensuring that Toka Tū Ake
EQC includes mainstream
and specialist
agencies.
1982
5
Feedback and updates from communities
a)
received feedback and updates from NRG on behalf
Act
of the communities they represent:
• positive feedback about excellent comms
between EQC and GCCRS;
• emotional support during the time it takes for
settlement decisions is a point of stress for
people;
• regarding elderly communities, access issues are
often a problem and they can slip off the radar
Information
in an event;
• regarding iwi, especial y Ngāi Tahu, they are
currently looking into
Starlink for al the marae
across the region to enable connection between
rūnanga and iwi, especial y fol owing the Nelson
Marlborough flooding event. The Chair is also
Official
working with whānau across the Ngāi Tahu
region to distribute grab-bags and working with
regional groups to connect
for
the
response/recovery so there are relationships in
place and active;
• regarding Consumer NZ connections, Jon is
looking into a report from his customer
under
experience team and wil distribute when he
receives it;
• regarding Pasifika communities, English is often
the second language, so work is always
underway to make resources and information
more accessible/multi-lingual. During the Nelson
period, MPP checked in with key leaders, pacific
Released providers (for e.g., Nelson-Tasman Pacific Trust);
• regarding rural communities, there has been a
gap in communication between council and
insurers especial y in the recent Marlborough
and Havelock event. It was also noted that the
space between the time of the event and
settlement is always significant and that many
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