Earthquake Commission Chief Executive Sid Miller has confirmed the new structure of the Executive Leadership Team that was announced to EQC staff on 8 August 2018.
Mr Miller says that the new leadership team and organisational structure firm up interim changes made to EQC’s leadership team and structure when Chief Customer Officer Trish Keith left EQC in July.
“This change enables the further aligning and co-ordinating of the work that teams across EQC are doing. We have made good progress in implementing the recommendations of the Independent Ministerial Advisor’s report, and this change will enable us to continue to build on this.
“The changes will support our ability to settle claims for customers in Canterbury and around New Zealand more efficiently."
Mr Miller says that the appointment of two new Deputy Chief Executives brings closer co-ordination and streamlined management to the work being undertaken by EQC’s business teams.
“This is an important part of a broader transformation process to refocus our strategy and structure to improve the end-to-end experience for our customers, improve performance in settling Canterbury claims, and allows EQC to adapt to changes in the wider insurance sector.
“Paul Jepson and Renée Walker have each been appointed as Deputy CE. Paul and Renée are highly experienced senior leaders. General Manager Canterbury Business Unit Heidi Barlow supported the changes but decided not to apply for one of the new roles.
“Renée will now be managing the work we are doing to settle the remaining claims in Canterbury along with leading our Government and stakeholder relations. Paul continues leading EQC on technology and now along with the work we are doing for customers across the country, such as the claims lodged for this year’s storm events.”
Mr Miller says that the Canterbury Business Unit (CBU) was set up to provide a single point for customer service by expanding how EQC engages with customers at their first point of interaction, the call centre, and the communication with them about settling their claims.
“The changes will enhance our ability to settle claim for customers in Canterbury and around New Zealand more efficiently.
“We are also making improvements to our internal systems claim management processes so that EQC can adapt and respond to future events in New Zealand, enable communities to be more resilient in the event of a natural disaster, and with good customer experience and service being fundamental to that.”
EQC Media Contact - firstname.lastname@example.org