Insurance Council of New Zealand President John Lyon says the industry has responded well to the Canterbury earthquakes.

Writing in Christchurch newspaper The Press, he says the earthquakes have taught the local insurance industry a lot, but its efforts have not always been appreciated.

“It is unfortunate that for the insurance sector, a lot of the positive work we’ve undertaken on behalf of our customers goes unnoticed, whereas the things that go wrong get immediate and widespread attention,” he said.

“I have seen first-hand so many examples of people who work in the industry having made large personal sacrifices in order to deliver real help to customers.”

But judging by some of the online responses to his statement, Christchurch residents are not enamoured with the industry’s efforts.

“Seems replacement insurance actually means they'll ‘replace’ the money in my pocket with thin air and no payout – not quite how it’s phrased in the glossy pamphlets,” one respondent said.

“Whoever was lowest on the list of trusted ‘professionals’ must be very relieved... because they have surely been replaced by insurers,” another wrote.

Mr Lyon admits it will be the public that will be the final judge of how well the industry has responded to the events, but he argues the industry is not isolationist in its response to clients’ needs.

“Insurance companies understand the frustrations customers and communities are experiencing,” he said.

“However, the ongoing aftershocks make it very difficult, taking an already challenging situation and making it even more complex.

“The reality is that there are many things out of insurers’ control – for example the ongoing risk of liquefaction, restricted access to the CBD, and the demolition of key buildings.

“There is no quick fix to these issues.”

Mr Lyon says the industry is financially strong and claims will be paid.

“I am certain that in the next 12 months we will see a turning point and significant progress in the reconstruction of Christchurch,” he said.

“The insurance sector has been severely tested by the earthquakes and ongoing seismic activity, but is responding and learning.”