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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) — 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 SchemeMaking a complaint about your financial service provider
• Natural Hazards Commission Toka Tū Ake (NHC) — 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 AkeDispute a claim decision :: Natural Hazards Commission Toka Tū Ake
• New Zealand Claims Resolution Service — may be able to help homeowners navigate unresolved residential insurance claims and understand dispute-resolution options. 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.