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How to make an insurance claim in New Zealand
Making an insurance claim can feel overwhelming, especially when you're already dealing with damage or loss. This guide walks you through the process step by step, from gathering documents to receiving your payout, so you know exactly what to do.
Whether you're claiming on your car, home or contents insurance, the process follows a similar pattern. Here's how it works.
What to do immediately after an incident
The first few hours after an incident matter, whether it's a car accident, severe weather damage to your home, or stolen belongings. Here's what to prioritise before you lodge your claim.
Make sure everyone is safe
Your safety and the safety of others comes first. If anyone is injured, call 111. If there's a risk of further damage (such as a burst pipe), do what you can to prevent it getting worse.
Document the damage
Take photos and videos of the damage from multiple angles. For home or contents claims, document each room and every damaged item. The more evidence you have, the smoother your claim will go. Don't throw away damaged belongings until your insurer says it's okay. They may need to inspect them.
Report it to the right people
For a car accident, exchange details with the other driver and file a police report if needed. For break-ins or theft of your belongings, report it to the police and get a police file number. Your insurer will require this before they can process your claim. For storm or weather damage to your home, note the date, conditions, and any weather warnings that were in effect.
Contact your insurer
Notify your insurer as soon as possible to start the claim. Most policies require you to report incidents promptly. Have your policy number ready and be prepared to describe what happened.
What documents and information you'll need
Having the right documents ready makes the claims process faster. Here's what to gather before you lodge your claim.
For all claims
- - Your policy number and claim reference (if already lodged)
- - Date and time of the incident
- - Description of what happened
- - Photos or video of the damage
- - Receipts, invoices, or other documents proving ownership and value
- - Police file number (required for theft and break-in claims)
- - An estimate of the total cost, including repairs or replacement
For car accident claims
- - Other driver's name and contact details
- - Other vehicle's registration number
- - Other driver's insurance details
- - Names and contact details of witnesses
- - Location of the car accident
- - Photos of all vehicles involved and the scene
- - Repair quotes from an approved repairer (if available)
How the claims process works
Once you've reported the incident and gathered your documents, here's what typically happens next.
- 1. Contact your insurer's claims team by phone or through their online portal to report the incident and lodge your claim.
- 2. Submit your claim form along with all supporting documents, including receipts, photos, police file number (if applicable), and repair quotes.
- 3. The insurer assigns an assessor who reviews the claim, inspects the damage, and determines the payout.
- 4. If the claim is declined or the offer seems low, you have the right to dispute it through the insurer's complaints process or escalate to the IFSO.
- 5. The claim is settled. You pay your excess and the insurer covers the rest, whether that's repairs, replacement, or a cash payout up to your policy limits.
Tips for a smooth insurance claim
These practical tips can help avoid delays and improve your chances of a successful claim, whether it's for your car, home, or contents.
Report your claim promptly
Most policies require you to notify the insurer as soon as reasonably possible after the incident. Delays can complicate your claim or give the insurer grounds to decline it. Under the Fair Insurance Code, insurers must acknowledge your claim within 10 working days.
Be honest and thorough
Provide accurate information. Exaggerating or omitting details can void your claim entirely. Stick to the facts and include as much detail as you can.
Keep records of everything
Save all correspondence with your insurer, keep copies of documents and forms you submit, and note the names of people you speak to. This creates a paper trail if there's ever a dispute.
Don't accept the first offer if it seems low
If the insurer's offer seems too low, you have the right to push back. The Insurance Council of New Zealand's Fair Insurance Code sets out standards all member insurers must follow. You can escalate through the insurer's complaints process and then to the Insurance and Financial Services Ombudsman (IFSO) for an independent review.
Prevent further damage
Most policies require you to take reasonable steps to prevent further damage to your home or vehicle. For example, putting a tarp over a damaged roof after a storm, or turning off the water supply if there's a leak. Keep receipts for any emergency repairs. The cost of these temporary repairs is usually covered as part of your claim.
Check your claim status regularly
Stay on top of things by checking in regularly with your insurer. Ask for a reference number when you first lodge so you can track progress. If it involves repairs, ask for a timeline so you know what to expect.
Make sure you're properly covered before something happens
The best time to sort your insurance is before you need to claim. We'll review your current cover and make sure there are no gaps or surprises in the fine print.