Auckland Response FAQs

Who is leading this process?

Councils (Auckland Council, Tairāwhiti Gisborne District Council, Wairoa District Council, Central Hawkes Bay District Council, Napier City Council, Hastings District Council and Hawke’s Bay Regional Council) and central government (including the Cyclone Recovery Taskforce) are making decisions about the future of residential-use properties that have been severely affected by the Auckland Anniversary Floods and Cyclone Gabrielle.

What was Ando's involvement in the risk assessment and land categorisation process?

Insurers, including Ando (on behalf of Hollard), were asked to provide aggregated claims data (at an area level) from the two events in order to help inform the decisions made. Insurers did not share any information about individual properties or make any decisions or recommendations as to which category properties should fall into – categorisation decisions were made by the relevant councils in collaboration with the Government’s Cyclone Recovery Taskforce.

What are the land categories and what do they mean?

Local councils, in collaboration with the Government's Cyclone Recovery Taskforce, have developed a categorisation system for properties affected by Cyclone Gabrielle. These categories will be used to determine the future severe weather risk for specific regions impacted by these events. Local councils will contact impacted property owners directly to discuss which category a property falls into. It is important to note that any properties assessed as Category 2 or 3 are provisional only and further assessment and consultation is required before this can be finalised.

Category	Definitions	Examples
1 Low risk	Repair to previous state is all that is required to manage future severe weather event risk.	Minor flood damage to repair but no need for significant redesign/retrofitting.
2C Managed risk	Community level interventions are effective in managing future severe weather event risk.	Local government repairs and enhances flood protection schemes to adequately manage the risk of future flooding events in the face of climate change effects.
2P Managed risk	Property level interventions are needed to manage future severe weather event risk, including in tandem with community level interventions.	Property specific measures are necessary e.g., improved drainage, raising houses is necessary. Benefits accrue to property owners but some may face affordability issues.
2A Managed risk	Potential to fall within 2C/2P but significant further assessment required.	Interventions may be required/possible but insufficient information to provide initial categorisation (these may subsequently move between "2" categories or to categories 1 or 3).
3 High risk	Future severe weather event risk cannot be sufficiently mitigated. In some cases some current land uses may remain acceptable, while for others there is an intolerable risk of injury or death.	In the face of enhanced climate risks the property may face unacceptable risk of future flooding. Other property could be subject to unstable land that poses an ongoing risk.

How will I know which category my property is in?

Your council will contact you to let you know if your property is in an area that has been categorised as 1, 2, or 3.

Te Matau a Māui Hawke’s Bay
Affected people in the Te Matau a Māui Hawke’s Bay region received a communication on 1 June 2023 via email or letterbox advising them which Category risk assessment area (1, 2 or 3) their property provisionally falls within. This will be followed by a detailed review of the provisional assessment data, including an independent review - due to be completed by mid-June. Councils will then commence with the next stage of the process which will involve community engagement directly with property owners.

Auckland
The Auckland Council starting notifying affected people in this region from 12 June 2023 as to which Category risk assessment area (1, 2 or 3) their affected property provisionally falls within.

Tairāwhiti Gisborne
We understand that some owners of category 3 properties have already been contacted with the remainder to be contacted over the coming weeks.

Do I need to tell Ando what category my property has provisionally been categorised in?

We would appreciate if you could please let us know as an ‘FYI’ the category your property has been provisionally assessed as falling into. It will also be helpful if we know if you disagree with this provisional assessment and are intending on consulting your local council.

Who can I talk to about my claim?

You should start by chatting to your insurance broker about your claim. If your property is in an area that has been provisionally assessed as a Category 2 or 3, you may wish to deal with Ando directly. Please let your insurance broker know if this is your preference and we will deal with you directly in relation to your claim.

Ando have established a dedicated Event Response Claims Team, led by Levon McLeod. Click here for the team’s details and don’t hesitate to get in touch with Levon, Amanda or any member of our claims leadership team if you have any concerns or need to escalate anything.

What if my area has not been mentioned in the media?

Your council will contact you to let you know if your property is in an area that has been categorised as 1, 2, or 3. If you think your property is in an area that has been categorised as 1, 2, or 3, but you have not been notified as such by your council, please get in touch with them.

Why is it taking so long to sort out what I can do?

This is a complex situation, without a one-size-fits-all answer. It is important for everyone – homeowners and councils – to have confidence in the information and evidence available to make the best decision possible when considering the options to address risk. There are a range of options for each situation, and councils want to make sure that decision-making takes into account the wide range of views and experiences of those who will be most impacted

What does categorisation mean for my EQC claim?

Entitlements under the EQC Act remain the same and Ando will continue managing these alongside your other claim(s).

What does categorisation mean for my ongoing insurance?

As per ICNZ’s view, Ando will continue to support clients with insurance as far as we can, but there will be instances as this process unfolds where cover will need to be considered on a case-by-case basis in order to adequately determine the risk involved.

Where can I get support to help me deal with this?

There is a range of support still available for those who are affected by the aftermath of the extreme weather. This includes community and provider support funds, plus a food fund for community providers to refill their stocks and support demand from flood-affected households.

You can find out more about social support here: Community Support Package for people impacted by North Island floods and Cyclone Gabrielle - Ministry of Social Development (msd.govt.nz)

The Ministry of Business, Innovation and Employment has also launched the New Zealand Claims Resolution Service to advise and support homeowners to resolve residential insurance issues. This can include legal, engineering and wellbeing support. More details here: New Zealand Claims Resolution Service

What support is available for people who need alternative accommodation?

We know that many affected clients making use of this benefit may query what their options are once the limit of the benefit is reached. Unfortunately, we cannot increase the limit and the client will need to make their own arrangements for accommodation once the limit is reached. You can refer clients to the Temporary Accommodation Service (TAS), a service that assists people affected by a natural disaster to find safe, secure and accessible temporary accommodation while their home is repaired or rebuilt.

Where can I get more information?

For more information on the assessment of affected properties post Cyclone Gabrielle and flooding, please click here

My property has been placed in a Category 1 area, what does this mean?

According to the official description of a property assessed as being in Category 1, repairing the property to it's previous state is all that is required to manage severe weather event risks in the future. Owners of properties assessed as being in Category 1 can get on with property repairs and the standard claims process will apply to these claims. If you don’t think your property should be in Category 1, talk to your council and get involved in the conversations happening in your community.
IMPORTANT: A property being in Category 1 is not an assurance that it will never be affected by future severe weather events.

What if I don’t want to live here anymore?

It’s completely understandable that you may feel like this. Having the certainty of a Category 1 assessment means you can decide what is best for you and your personal circumstances. You can have your home repaired and take time to think about your next move.

When will this process be over?

You can start repairing your property once you have been advised that your property falls into a Category 1 area.

My property has been provisionally placed in a Category 2 area, what does this mean?

This is the broadest category – the solutions are not simple and this provisional assessment is just the start of the process. According to the official description of a property assessed as being in Category 2, community- or property-level interventions will be required to manage severe weather event risks in the future. This could include the raising of nearby stop banks, improving drainage, changing upstream land use and changes at a property-level such as raising a floor level.

• More information and investigation will help to inform which changes might be needed in the community, and/or at a property-specific level. Councils will engage directly with affected communities.
• Category 2 also contains some properties where local government doesn’t have enough information yet to determine what will happen next. For those properties, a closer assessment will be needed, which could result in a change in risk category when more information is available. For example, it is possible that some properties in Category 2 could later be identified as facing an unacceptable future risk to life and safety, and could be moved into Category 3. Alternatively, it is also possible that properties initially categorised as Category 2 could be re-categorised as Category 1.

What if I don’t want to live here anymore?

It’s completely understandable that you may feel like this. Policy decisions are still being worked through regarding options available for properties in category 2 or 3.

Why isn’t it clear what will happen to areas that are categorised as Category 2?

For many properties in this category, more information is needed to determine the best approach in terms of property-level repairs and flood protection changes to surrounding areas. Your input during the consultation process will support the development of solutions.

I am in Category 2, will Ando repair my property as part of my claim settlement?

We will consider and consult on each claim individually as a one-size-fits-all approach won’t work in this instance. Each claim will be unique and influenced by a range of different factors and circumstances. The claims process will continue so that we are in the position to settle claims when the time comes. Where applicable, there may be clients who may wish to pause property repairs until their local councils have finalised categories and we’ll deal with these requests on a case-by-case basis.

When will this process be over?

For those with properties in Category 2 and Category 3 areas, options for the future will be developed by councils, using feedback from individual and community conversations about the categories. These options will then be put to people before decisions are finalised.

Who is going to make decisions about what happens to Category 2 and 3 risk areas?

Councils are responsibility for regional recovery plans, including flood mitigation plans and will be responsible for making decisions about the categorisation of areas.

My property has been provisionally placed in a Category 3 area, what does this mean ?

According to the official description of a property assessed as being in Category 2, properties in this high-risk category are not safe to live in because of the unacceptable risk to life and safety from future flooding or landslips. Homes in these areas should not be rebuilt on their current sites, though other land uses may remain acceptable. Councils will consult with impacted people and as part of the process, an individual assessment of your property may be needed to confirm whether your property is unsafe to live on. This is provisional assessment and is just the start of the process.

What if I don’t want to live here anymore?

It’s completely understandable that you may feel like this. Policy decisions are still being worked through regarding options available for properties in category 2 or 3.

I am in Category 3, will Ando repair my property as part of my claim settlement?

We will consider and consult on each claim individually as a one-size-fits-all approach won’t work in this instance. Each claim is unique and influenced by a range of different factors and circumstances. The claims process will continue so that we are in the position to settle claims when the time comes.

When will this process be over?

For those with properties in Category 2 and Category 3 areas, options for the future will be developed by councils, using feedback from individual and community conversations about the categories. These options will then be put to people before decisions are finalised.

Who is going to make decisions about what happens to Category 2 and 3 risk areas?

Councils are responsibility for regional recovery plans, including flood mitigation plans and will be responsible for making decisions about the categorisation of areas.