25 February 2011

To all our customers,

The extent of the loss of loved ones and devastation of the latest earthquake in Christchurch has affected us all deeply. Our thoughts are with our people, our customers and all of Christchurch as they cope with a disaster of a level we hoped would never happen.

Our primary concern has been for the safety and welfare of our employees, their families and our customers. We are offering any support we are able to.

Public Trust has a significant presence in the Christchurch region. Our customer centre in Manchester Street has been impacted and will remain closed in the interim.

We have worked to relocate our services which are now being managed out of our other offices throughout New Zealand.

This has included the temporary relocation of our Contact Centre and telephony service and we apologise if you experience any delay or reduction in service during this transition. We are prioritising urgent Christchurch based queries where immediate assistance is required.

If you are based in Christchurch and need our help please call us on 0800 371 471 where our team will be able to help you.

For those in Christchurch, we feel a huge sadness at what you are going through with a tragedy of this scale affecting us all. We are available to help you in any way we can.

Kind regards,

Grenville Gaskell

FAQs for customers - updated 5 October, 2011

I am in Christchurch and need to speak with my adviser but don't know if they are ok or working. Who can I speak to?

Please call us on 0800 371 471 and we will be able to help you.

Where is Public Trust's office located and how can I get in touch with them to help me?

Our new customer centre in Riccarton is now open. You can either pop in to see us or call the team on 0800 371 471 to make an appointment.

I was going to make an appointment to visit Public Trust this week and am based just outside of Christchurch, who do I need to speak to now?

You can either pop in to see us at our new customer centre in Riccarton or contact the team on 0800 371 471 who will take your details and arrange for one of our Relationship Advisers to get in touch with you.

I am an Attorney for a family member in Christchurch. What should I do?

First, you need to establish what help your family member may need and what support you can offer. If you need any guidance on what support you need to provide in your role please contact us on 0800 371 471 and we will be able to help explain this for you.

I think my Will is with Public Trust. Can someone help tell me if it is on file?

Of course we can. You can call our Contact Centre on 0800 371 471 and one of the team will be able to help locate this for you.

All my documents are with Public Trust. Are they safe?

Public Trust has a through documentation filing policy in place to ensure the safety and confidentiality of our customers files. If you have any concerns please call the team on 0800 371 471.

For our insurance and home loan customers:

My home/car has been damaged in the earthquake. Who do I need to speak to?

In the first instance, if your house has been damaged you should contact the Earthquake Commission on 0800 326 243.  If you have Aon Stylecover insurance through Public Trust on your home, contents or car and need to claim please contact Aon Stylecover on their emergency assist number 0800 808 121.

I am currently waiting for a claim to be processed. What do I do now?

If you have already lodged a claim with EQC you should contact them on 0800 326 243 alternatively if you have been dealing with the Aon Stylecover team you can contact them on 0800 808 121.

I can't afford to pay my mortgage - what are my options?

If you are suffering hardship as a result of the earthquake you will need to phone our mortgage helpline on 0800 345 012 to discuss your situation.