Helpful information on preparing for, recovering from, and making claims for natural disasters.
Once you and your whānau are safe, the quickest way to make your insurance claim is online. If you’d prefer to speak to us, we have specialist teams available over the phone.
What happens after I’ve made my claim?After you’ve made your claim, our team will get in touch to discuss the next steps and, if needed, arrange an assessment. If the disaster affects many customers, there may be some delays, but we’ll do everything we can to keep things moving while keeping you up to date.
When do I pay my excess?This depends on how the claim is settled. If you’re getting repairs done, you’ll need to pay any applicable excess to the repairer or supplier. In the case of a cash settlement, the excess will be deducted off the total amount you are paid out. To find out more about your excess, please check your policy schedule and wording.
I need to make a claim on more than one policy. Do I need to pay an excess for each policy I have?Your policy excess
If you have multiple policies with us that are insured at the same address, and you need to make a claim on more than one policy for damage caused by the same incident, you’ll pay just one excess, whichever is higher. This applies to home, contents, personal vehicle, or boat policies, only.
An ‘incident’ is something that happens at a particular time, location, and in a particular way. This means that more than one incident resulting in damage could happen. For example, you have flooding in your basement from heavy rain on one day and the following day a tree falls on your house from high winds and smashes a window, these are two incidents.
Your Claim Manager will be able to discuss the specifics of your claims and excess with you.
A separate excess will apply if you need to make an NHCover claim, which your Claim Manager will discuss with you prior to settlement. Have a read through our Understanding your NHCover Claim factsheet for more information.
What is NHCover and how do I make a claim?Natural Hazards Cover (NHCover) is provided by the Natural Hazards Commission Toka Tū Ake (NHC, previously the EQC/ Earthquake Commission) for residential buildings and defined areas of residential land. It insures houses for up to the first $300,000 (+GST) as well as some areas of residential land against loss or damage from earthquakes, landslides, volcanic activity, hydrothermal activity, and tsunami. It also insures some residential land (within limits) against storm and flood damage. (Note, private house insurance does not cover residential land).
To make things simpler for you, we manage the NHC component of your claim too, which means you don't need to make a claim with NHC. We have a special dedicated team of case managers with experience in natural hazard claims who will manage your claim.
Have a read through our Understanding your NHCover Claim factsheet for more information.
My home is not safe to live in, what should I do?If you need urgent assistance, please contact us as soon as you can. If you’re experiencing vulnerability, you’ve been evacuated, or your home is unliveable, we’ll prioritise your claim to get you back on your feet.
Depending on your policies, you might be covered for temporary accommodation. Check your policy wording and get in touch with your insurer to see what support is available.
Am I allowed to do repairs to my home to make it safe to live in?You can do temporary 'make safe' repairs to make your home safe and weathertight, such as boarding up broken windows, just try to take photos before you do so. Where possible, please contact us before you engage a tradesperson or make any non-urgent repairs.
Who arranges my temporary accommodation?You’ll need to arrange your temporary accommodation. Just let us know your choice so we can ensure it meets the terms specified in your policy wording. It’s important to note any temporary accommodation agreement made is held between you and the accommodation provider.
In most cases your policy will outline that the accommodation must be of ‘reasonable’ value, so it’s good to check reasonable market rents in your area.
I’ve been asked to evacuate my home. Am I entitled to temporary accommodation?If a local authority (such as a government agency, Police, Fire and Emergency, or Civil Defence) has asked you to evacuate, and your policy covers you for temporary accommodation, you can go ahead and arrange a place to stay. In these situations, cover will apply regardless of whether your home is damaged or not ‐ you'll just need to pay your excess.
If your home or belongings are damaged after you’ve been evacuated, you won’t need to pay another excess.
Join our resident building expert, Peter Wolfkamp as he discusses what to do before, during and after a flood claim.
For claim support, reach out to your insurer using the contact details below.
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