# CL-H-03: Our house claim keeps getting passed to different people and nothing is happening. What can I do? Collected 11 October 2026 [Home and contents insurance study](https://nzbrands.ai/research/insurance/home-contents-insurance) ## ChatGPT Answer ID: 8f161d99-19b6-4edf-94e8-d05b5e42020e I’m sorry you’re dealing with this. When a house insurance claim keeps being passed from one person to another and nothing actually progresses, it’s exhausting — especially when it affects your home and you’re left chasing updates. You don’t have to keep starting from scratch with every new claims handler. In New Zealand, there are practical steps you can take to escalate the claim, get a written account of what is holding it up, and establish what happens next. ## What I’d do first 1. Escalate the claim to a manager. Contact the insurer and ask for the claims team leader or claims manager, rather than simply accepting another handover to a new handler. 2. Ask for a written status report. Request confirmation of what has been done, what remains outstanding, what decisions are pending, and exactly why the claim has stalled. 3. Ask for one person to take ownership. Request a named contact who is responsible for coordinating the claim, even if other teams or assessors are involved. 4. Set a reasonable deadline for a response. For example, ask for a substantive written update within five working days. This is a deadline you set for the requested update, not a claim-processing deadline guaranteed by law. 5. Make a formal complaint. If the insurer keeps passing you around or doesn't give you a meaningful response, use its official complaints process. Ask for a complaint reference number and a written response. Keep everything in writing where possible. Save emails, dates of phone calls, names of staff, promises made, reports and invoices. A short timeline of the claim can be especially useful when escalating it. ## If they still don't act: where to go in NZ - [Insurance & Financial Services Ombudsman (IFSO)](https://www.ifso.nz/) — an independent, free service for eligible complaints about insurers that belong to its scheme. Check your insurer's membership and complaint requirements. Phone 0800 888 202. [Insurance & Financial Services Ombudsman Scheme](https://www.ombudsman.parliament.nz/others-who-can-help/complaints-a-z/insurance-financial-services-ombudsman-scheme)[Making a complaint about your financial service provider](https://www.consumerprotection.govt.nz/help-product-service/managing-money/how-to-complain-about-your-financial-service-provider) - [Natural Hazards Commission Toka Tū Ake (NHC)](https://www.naturalhazards.govt.nz/) — if the claim involves earthquake, flood, landslip or other natural-hazard damage, the route depends on who manages the claim and when the damage occurred. Most homeowners should still contact their insurer first. [Contact us :: Natural Hazards Commission Toka Tū Ake](https://www.naturalhazards.govt.nz/contact-us/)[Dispute a claim decision :: Natural Hazards Commission Toka Tū Ake](https://www.naturalhazards.govt.nz/insurance-and-claims/complaints-and-disputes/dispute-a-claim-decision/) - [New Zealand Claims Resolution Service](https://www.nzcrs.govt.nz/) — may be able to help homeowners navigate unresolved residential insurance claims and understand dispute-resolution options. [Resolving disputes and claims](https://www.nzcrs.govt.nz/our-services/resolving-disputes-and-claims/) For a complaint handled by the insurer, ask for its final response or deadlock letter if it cannot resolve the matter. Depending on the insurer and the type of claim, you may then be able to take it to an independent dispute-resolution service. ## A message you can send your insurer Email Subject : Formal complaint – ongoing delays and repeated reassignment of house claim Dear Claims Manager, I am writing to formally complain about the ongoing handling of my house insurance claim, reference [claim number]. My claim has repeatedly been transferred between different people, without meaningful progress or clear communication about when the outstanding issues will be resolved. This ongoing situation is unacceptable. I need a clear explanation of why the claim has been delayed and a practical plan for bringing it to a resolution. Please provide the following in writing: 1. The current status of my claim and a summary of the work completed to date. 2. A clear explanation of what is outstanding and why the claim has not progressed. 3. Confirmation of any reports, assessments, approvals or other information still required, including who is responsible for obtaining them. 4. The name and contact details of a person who will take responsibility for coordinating my claim. 5. A clear action plan with target dates for the outstanding steps and the next substantive update. Please treat this email as a formal complaint under your internal complaints process, confirm its registration and provide a complaint reference number. I request a substantive written response within five working days, including confirmation of the next steps and when I can expect meaningful progress. I would prefer to resolve this directly with your organisation, but if the matter remains unresolved, I will consider referring it to the appropriate external dispute-resolution service. Kind regards, [Your name] ## Let me help you work out the strongest next step I have two questions that will make a real difference to the advice I give you: 1. Which insurance company is handling your claim? 2. What is the claim for, and how long has it been going on? For example, storm or flood damage, a leak, fire, earthquake damage, or a major repair or rebuild — and whether it has been weeks, months or years. With those details, I can help you identify the appropriate escalation route and tailor the complaint to your situation in New Zealand. ## Gemini Answer ID: 28b873cb-87a0-4ea5-8e05-944d19dbae94 When an insurance claim gets stuck in a loop of being passed between different case managers with no progress, it usually means the file lacks a single point of accountability or has fallen through administrative gaps. To break this cycle, you need to escalate the matter formally within the insurance company's structure rather than continuing standard customer service calls. Call your insurer and explicitly state that you want your file assigned permanently to a **senior case manager or team leader**. Ask for their direct email address and phone extension. *Verification:* You will know this step is successful when you receive an email directly from that named individual confirming they now own your file. If the general team cannot resolve it, tell them you want to lodge a **formal complaint** under their Internal Dispute Resolution (IDR) process. Under New Zealand regulations and the Fair Insurance Code, insurers must acknowledge formal complaints within 5 business days and provide a final response within 2 months. *Verification:* You will receive a formal acknowledgment letter or email confirming your complaint has been logged with their internal disputes team. If the insurer fails to fix the issue within two months, or issues a deadlock letter, escalate the matter for free to their approved external dispute scheme—either the **Insurance and Financial Services Ombudsman (IFSO)** or **Financial Services Complaints Limited (FSCL)**. *Verification:* The ombudsman scheme will formally accept your case file, contact the insurer, and demand an explanation for the delay. ## AI Overviews Answer ID: 91723200-9c44-47d9-9dd8-b5a3242c5e67 **If your house insurance claim is stuck in limbo and being passed between multiple people, you have clear legal rights and escalation pathways under New Zealand law.** In New Zealand, most major insurers must abide by the **Fair Insurance Code** , which sets strict rules for how claims are managed. Even if a severe natural disaster has caused delays nationwide, an insurer cannot simply leave you in the dark without communication. Take the following concrete steps immediately to break the cycle and force a response: 1\. Demand a Written Timeline and a Single Point of Contact Stop relying on phone conversations, as they leave no paper trail. Send a formal email demanding clarity: * Request a **Single Point of Contact (SPOC)** or a dedicated team leader to manage your file so you stop getting passed around. * Demand to know the exact **outstanding information** preventing a decision, the identity of the final decision-maker, and an estimated timeframe. * Remind them that under the Fair Insurance Code, if a claim is delayed, they are required to update you **at least once every 20 business days**. 2\. File a Formal Internal Complaint If your email is ignored or the passing around continues, bypass the standard claims team and trigger the insurer's **Internal Dispute Resolution (IDR)** process. Every New Zealand insurer is legally required to have a free internal complaints process. * Look up your insurer's website for their specific "Complaints Email" (e.g., Customer Resolutions Team). * Use the word **"FORMAL COMPLAINT"** in your email subject line. * State clearly that the unreasonable delays and lack of consistent management are causing you severe stress. * **The Clock Starts Now:** Once you file a formal complaint, the insurer must acknowledge it within **5 business days** and should provide a formal response within **10 business days**. 3\. Escalate to an External Ombudsman (Free) An insurer has a maximum of **two months** to resolve your formal complaint internally. If they cannot resolve it, or if they reach a standstill with you, they must issue a **"letter of deadlock"**. However, if they simply drag their feet for more than two months without a resolution, you can automatically bypass them. You can then take your case to the free, independent dispute resolution scheme your insurer belongs to. They have the power to issue binding decisions on the insurer. Check your policy or look up your provider to see which one they belong to: * **Insurance & Financial Services Ombudsman Scheme (IFSO)** – Call 0800 888 202. * **Financial Services Complaints Limited (FSCL)** – An alternative scheme used by many brokers and specific insurers. 4\. Get Free Expert Advocacy If your claim involves complex damage (such as unresolved natural disaster damage from past weather events), you do not have to fight the insurer alone. * Contact the **New Zealand Claims Resolution Service (NZCRS)**. This is a free, government-funded service that provides homeowners with independent advice, case management support, and technical expertise to help navigate difficult or delayed insurance claims. ## Google AI Mode Answer ID: c1050ec9-06a5-4e29-95dc-7eafa13d6b35 If your house insurance claim is stalled and being constantly passed between staff, **you should escalate the issue by lodging a formal internal complaint with your insurance company’s Dispute Resolution or Internal Complaints department, and prepare to take it to an external dispute resolution scheme if it is not resolved.** When an insurance claim falls into a loop of delays and handovers, proactive steps can force accountability and speed up the process. Steps to Take Control of Your Claim 1. **Request a Named Case Manager** * Ask to speak to a team leader or manager immediately. * Request that **one single, specific person** be assigned as your permanent point of contact and case manager moving forward so you no longer get bounced around. 2. **Lodge a Formal Internal Complaint** * Every registered insurer in New Zealand has an **Internal Dispute Resolution (IDR)** process. * Tell them you want to make a formal complaint about the unreasonable delays and lack of communication. Under industry standards, they have a set timeframe (usually up to two months, but often much faster for initial acknowledgment) to look at your formal complaint and give you a final response. 3. **Check the Relevant Codes and Timeframes** * Check if your insurer is a subscriber to the [Insurance Council of New Zealand (ICNZ)](https://www.icnz.org.nz) Fair Insurance Code, which sets standards for timely claims handling and communication. * If your claim involves a natural disaster (like an earthquake or severe storm), you can access support and independent guidance through the [New Zealand Claims Resolution Service (NZCRS)](https://www.nzcrs.govt.nz). 4. **Escalate to an External Ombudsman Scheme** * If your insurer fails to resolve your formal complaint within two months, or if you reach a deadlock, you can take your case to a free, independent dispute resolution scheme that your insurer belongs to: * The Insurance & Financial Services Ombudsman (IFSO) Scheme * [Financial Services Complaints Limited (FSCL)](https://www.fscl.org.nz) * Check your policy documents or ask your insurer which of these two schemes they belong to. Both offer free investigation services for consumers. 5. **Highlight Any Vulnerability or Hardship** * Let your insurer know explicitly if the delay is causing you **financial hardship, mental distress, or health issues**. Insurers are required by their codes of practice to prioritize and provide extra care for customers experiencing vulnerability. [Insurance & Financial Services Ombudsman Scheme]