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NHI Act dispute resolution scheme

Consultation opens: Wednesday 7 February 2024
Consultation closes: 5pm, Wednesday 6 March 2024

We’re consulting on a new, independent  dispute resolution scheme

We’re asking for your feedback on a new, independent dispute resolution scheme. The scheme will support insured homeowners who wish to dispute the outcome of their natural hazards insurance claim. It will be available for disputes about claims for damage from natural hazard events that happen on or after 1 July 2024.  

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The scheme is based on best practice for dispute resolution and will be accessible, independent, fair, accountable, efficient and effective. It will be an easy-to-navigate option for homeowners to resolve disputes about natural hazards claims.

The dispute resolution scheme is required by the new Natural Hazards Insurance Act 2023(external link) (NHI Act), which takes effect on 1 July 2024.

We want to make sure the new, external dispute resolution scheme will work well for insured homeowners, so we’re asking for your feedback on the draft.

Consultation guidance and draft dispute resolution scheme rules

The consultation guidance outlines why we need a new, independent dispute resolution scheme, provides an overview of how the scheme will work, and explains how to make a submission. Before you contribute, you can also read the draft scheme rules and the protocols for mediation and adjudication.

Read the consultation guidance on the new dispute resolution scheme online

or download the: 

Give us your feedback 

You can give us your feedback on the dispute resolution scheme until 5pm, Wednesday 6 March 2024.

Or, you can:

  • fill in the MS Word feedback form [DOCX, 357 KB] and email it to or post your submission before the deadline to: Attn: Dispute resolution scheme consultation, PO Box 790, Wellington 6140
  • call 0800 326 243 to make a verbal submission – a member of our team will talk you through the submission questions and fill out a form on your behalf.

You do not need to respond to all the questions. You can make your submission anonymously if you wish to do so.

We look forward to receiving your feedback. Please make only one submission.

Please note: we will not be replying to individual submissions but will release a summary of how the overall feedback contributed to the development of the scheme. If you have any questions or concerns, please visit our website, or call the contact centre on 0800 326 243.

Submissions are public information

We may release any part of your feedback under the Official Information Act 1982 if someone requests it. Please consider this when filling out your submission. 

We will hold and use any personal information you provide in line with the Privacy Act 2020. We will only use your information for the purpose of developing the dispute resolution scheme and related activities. You have the right to request access to, or to correct, any personal information you provide. Please only share your own information or information that you have permission to share on someone else’s behalf. We’ll only contact you if you indicate that you want to be advised when the summary of feedback is available.

How we will use your submission

Your feedback will help us develop the dispute resolution scheme which will be presented to our Minister for approval.

Next steps

We will consider all submissions made by 5pm on Wednesday 6 March 2024. By mid-2024, we’ll release a written summary outlining how consultation feedback has contributed to the development of the dispute resolution scheme.