Major rant but will keep it short. Acquired a new house in Christchurch, looking for insurance. Did have the IAG Earthquake Assessment report done by an inspector / builder and have been emailing it to appropriate IAG retail insurers. Called up State Insurance and could not believe the hassles with this lady.

Emailed her IAG and also provided the previous home owner's customer # since it was insured with State. Thinking that it would save some time with the lady but instead, she went on asking all sorts of questions - in the order:

1) She asked if there was EQ damage: fair enough question but I told her did you not have a look at that AIG assessment report I sent to you? Places me on hold

2) Comes back and asks "Do you have proof you own the property?" Again I told her the details are on the IAG form. Rather than emailing the updated NZ Land Title Certificate with our names on it, I told we have not received local CCC rates bill yet and told her it was not practical to do so. Puts me on hold

3) Comes back and asks "How did you own the property... DID YOU INHERIT THE HOUSE?" OMG! As if there wasn't enough silly questions asked I blasted her back saying "Lady you've crossed the line, you should not be asking such questions as they are no relevant in asking for a quote".

I can understand insurance companies are being careful about issuing new policies but this house since it was built had always been with State Insurance. Second, the proper process was done by sending the IAG report that shows no EQ damage. This is the same report sent to BNZ Insurance and AMI ; none of them asked such evasive questions.

State lady put my on hold 2 more times and after 30 mins, told me she could not get through on any of the IAG lines and asked to call back later. I told her call me before 2:30 as I have to pick up my children at school. At 3:10, she calls me to say they can proceed with the quote and asks if I have 15 - 20 mins to do a profile. Told her I was on the school grounds and about to drive home; call me back at 3:30. I didn't receive the call until the following morning. At the end, she did say she stepped over the line ; I wonder if the recorded conversation went into review.

Have filed a complaint at https://www.govt.nz/browse/consumer-...nd-complaints/ but that was a waste of time. A person there called me and like lawyer politician manner, could NOT offer any advice or help as they have "NO authority to govern how insurance companies procure customers". They don't even record complaints or stats that would serve as good feedback to the gov't about the behaviour of various retail insurers. He said could look at another private organisation https://www.icnz.org.nz/

Out of all my quotes; it works out that AMI came back with the lowest quote (again IAG reinsured so no different to BNZ or State). Tower was 2nd lowest and I believe they are independently re-insured.