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How to make a claim, step by step

Nobody files a claim on a good day. You're dealing with damage, loss, or something unexpected, and the last thing you want is confusion about what happens next. We've laid out every step below so you can focus on sorting the situation instead of guessing at paperwork.

The process is broadly the same whether you're claiming on car, home or contents insurance. Here's how it works.

Woman calmly making a phone call from her front doorstep to start an insurance claim

What to do immediately after an incident

Those first few hours count. Car accident, storm damage, a break-in. Whatever has happened, there are things you should do before you even think about lodging a claim.

  1. Make sure everyone is safe

    Safety first. If anyone is hurt, call 111. And if there's a risk of more damage (burst pipe, exposed wiring), do what you reasonably can to stop it getting worse.

  2. Document the damage

    Grab your phone. Photos and videos from multiple angles, every room, every damaged item. We've seen claims slow down or get disputed because there wasn't enough evidence at this stage. One thing people forget: don't throw anything away until the insurer gives you the go-ahead. They may want to inspect it.

  3. Report it to the right people

    Car accident? Exchange details with the other driver and file a police report if needed. Theft or break-in? Report it to police straight away and get a file number, because your insurer won't process the claim without one. For storm or weather damage, write down the date, conditions, and any weather warnings that were active at the time.

  4. Contact your insurer

    Ring your insurer as soon as you can. Most policies have a prompt notification requirement, and delays can give them a reason to push back. Have your policy number handy and be ready to describe what happened in plain terms.

What documents and information you'll need

Getting your documents sorted upfront saves you chasing them later when the insurer asks. Pull together as much of this as you can before you lodge.

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

You've reported it and gathered your paperwork. Now the insurer takes over. This is what the process looks like from here.

  1. Get in touch with your insurer's claims team. You can usually call them or lodge it through their online portal.
  2. Send through your claim form with all the supporting documents: receipts, photos, police file number (if relevant), and any repair quotes you've collected.
  3. An assessor gets assigned to your claim. They'll review everything, inspect the damage if needed, and work out how much the insurer will pay.
  4. Not happy with the outcome? You can dispute a decline or a low offer through the insurer's complaints process, or take it to the IFSO for an independent ruling.
  5. Once settled, you pay your excess and the insurer covers the rest. That might be repairs, a replacement, or a cash payout up to your policy limits.

Tips for a smooth insurance claim

We've seen plenty of claims drag on for weeks because of small mistakes early in the process. A few things you can do to keep yours moving.

  • Report your claim promptly

    Don't sit on it. Most policies say you need to notify them as soon as reasonably possible, and waiting gives the insurer an easy reason to push back. On their end, the Fair Insurance Code requires them to acknowledge your claim within 10 working days.

  • Be honest and thorough

    Tell it straight. Exaggerating what happened or leaving things out can void the whole claim. Stick to what you know, include as much detail as you can, and let the evidence do the talking.

  • Keep records of everything

    Save every email. Screenshot every text. Keep copies of forms you submit and write down the name of whoever you speak to on the phone. If a dispute comes up later, a solid paper trail is the thing that protects you.

  • Don't accept the first offer if it seems low

    Insurers don't always get it right on the first offer. If the number feels low, say so. The Fair Insurance Code from the Insurance Council of New Zealand sets out the standards every member insurer must meet. You can go through their internal complaints process, and if that doesn't resolve it, the Insurance and Financial Services Ombudsman (IFSO) will review it independently.

  • Prevent further damage

    Your policy will expect you to take reasonable steps to stop things getting worse. Tarp over a damaged roof after a storm. Water turned off if there's a leak. That kind of thing. Hang on to the receipts for any emergency repairs you arrange, because those costs are usually covered as part of the claim.

  • Check your claim status regularly

    Don't just lodge and wait. Get a reference number when you first call, then check in every week or so. If repairs are involved, ask for a timeline upfront. Claims can stall quietly if nobody is chasing them.

Get your cover sorted before you need it

The worst time to find a gap in your policy is when you're trying to claim. We'll check your current cover and flag anything that could catch you out.

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