More than 40% of Christchurch businesses have told a survey that their insurers’ responses to earthquake claims have been either “poor” or “very poor”.

Claimants told the Christchurch-based New Zealand Manufacturers and Exporters Association about frustration with delayed claims and insurers not responding to emails and only dealing with issues after being chased. 

CEO John Walley says that insurers could do more to assist business-owners through the claims process.

“We have had complaints from a number of sources that insurance companies have been slow to pay out, and this is obviously frustrating for firms wanting to get on with business rather than chasing insurance companies,” he said.

“At the extreme end, a couple of firms have had to employ third parties to manage their claims.”

Mr Walley says 22 clients responded to the survey and he spoke to “about the same number” for background information. He says this is a representative response for the city’s businesses.

There were more complaints about business interruption insurance than property damage, with business-owners feeling they had paid for a product that was not being delivered.

Mr Walley says the excess on new policies has risen from $2500 to between $100,000 and $200,000 in some cases. 

“While it is understandable that costs will increase, this leaves firms completely uncovered for a small event,” he said.