AMI provided this response to our survey and article:

AMI is surprised by the results of the Consumer survey because it is contrary to the feedback we have received about our performance compared to other insurers at the many community meetings we attend and customer meetings we hold. It is also contrary to generally positive feedback about AMI received in online community forums and social media channels.

AMI has made excellent progress assessing claims for damage to customers’ houses. However, we do recognise that following the September 2010 and February 2011 earthquakes, we did not fully resource for the assessment and settlement of ‘out-of-scope’ claims (pathways, driveways, fences etc) because we were focusing our efforts on those customers forced to leave their house or living in severely damaged homes.

Following the June ‘landzone’ announcements, priority was shifted to customers in the ‘red zone’ who needed assessments completed quickly so they were able to make decisions.

In August we developed a new system with additional resources to manage the over 20,000 out-of-scope claims received so far.

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