Heavy rain, strong winds and flooding recently affected large areas of our country. If you have been impacted by the severe weather, rest assured we're on your side.
The quickest way you can make an insurance claim is online. Click here. If you prefer to speak to us, you can of course give us a call on 0800 100 200.
We’ve got extra hands on deck; we appreciate your patience and want to reassure you that we’re doing everything we can to help everyone to get back on their feet.
Once we’ve received your claim, we’ll aim to be in touch within two business days to advise you of next steps. If you’ve already lodged a claim, there’s no need to do anything, we’ll be in touch soon. Thanks for your patience.
Need urgent support?
If you need urgent assistance, please contact us as soon as you can. If you’re elderly, experiencing vulnerability, or your home is exposed to the elements and needs emergency repairs, we can help get you back on your feet.
If your home is unliveable or any water has gotten into your vehicle, contact us as soon as possible. Your home policy might even cover you for temporary accommodation if need be, and your vehicle policy might cover you for a temporary vehicle.
- If you have to evacuate your home or business, make sure you get permission from local officials before returning. Your safety and that of your family is the number one priority, and they’ll keep this in mind before giving the all-clear.
- Connect in with your neighbours to see how they’re doing and if they need any help, especially the elderly. Don’t know them? Now’s a great time to introduce yourself. Getting to know your neighbours will help your whole community recover quickly, meaning you’ll be better prepared for whatever life decides to throw your way in the future.
- If anyone is unwell or injured, seek medical attention straight away.
- Only go outside when you’re sure it’s safe. When you do head back outside, remember to look before you step. After a flood, the ground and floors are covered with debris, often including things like broken bottles and nails. Even floors and stairs inside your home or business might be covered with mud and could be slippery.
- Never wade through flood water, and don’t operate cars or electrical appliances that might have been flooded. If there’s water inside your home or business, have an electrician check the power supply before turning it back on.
- Remember there’s help available. There are lots of amazing organisations available to help with the recovery process, like the Red Cross. Hop online to find local support or to sites like Get Ready for detailed information about how to respond to storms and floods.
- Has your house or building been severely damaged? Contact your local council to ask for advice on cleaning up debris safely.
- If there’s a power cut, make sure you turn off all lights, appliances and devices to protect them if there’s a surge when power returns.
- Boil tap water for drinking until emergency services advise it’s safe to use the taps normally again.
- Stay alert for extended rainfall, flooding, landslides and debris hazards, especially while you’re driving.
- Broken utility lines need to be turned off as quickly as possible, so report any you see to the appropriate authorities and they’ll intervene to prevent any further hazards or injuries.
- Follow advice from authorities and Civil Defence, including obeying any cordons in place.
- If you need to make a claim, lodge it as soon as possible so we can help get you back on your feet quickly.
- When it's safe, check your property thoroughly for any damage, record the damage, and take photos to help support your insurance claim.
- Remember to look before you step. After a flood, the ground and floors are covered with debris, often including things like broken bottles and nails. Even floors and stairs inside your home or business might be covered with mud and could be slippery.
- Wear gloves, masks, and protective gear so you don’t come into contact with any dangerous material.
- Don’t enter buildings (home, business, or other) before your local officials have said it’s safe. They might have sustained potentially dangerous hidden damage.
- Stay safe and try not to do anything that puts your safety at risk or causes more damage to your property.
If water has gotten into your home or business:
- Turn off the power at the mains, and have an electrician check the power supply before turning it back on.
- When it’s safe to do so, use a permanent ink pen to record flood damage by marking the maximum height of the flood water in every room.
- If you need to place furniture outside again after a flood, make sure it’s protected from further damage until we’ve had a chance to assess it.
- Clean up as much as you can to prevent further damage, and until we’ve had a chance to assess your claim, only throw away spoiled food or soft furnishings (i.e., mattresses, couch, bedding etc).
- If you can, make a note of every soft or perishable item you throw away and take photos of it beforehand. Hard items might be easier to clean, sanitise and/or repair.
- Check if your policy covers you for loss of perishable goods like food. If so, make a list and take photos of everything you throw away. Include any food touched by flood water and anything in your fridge or freezer that might have been ruined due to loss of power.
- Where possible, contact us to lodge your claim before commencing any repairs.
- If you have broken windows, board them up with plywood or cardboard, if you can, to help prevent further weather damage. This will help keep them intact until they can be secured properly by a qualified repairer.
- For urgent roof repairs, call a roofer or builder to avoid further damage to your home. Don’t attempt to fix things yourself if it’s not safe to do so.
- Hold off on repairing things yourself if possible – we’d hate for you to incur any extra costs that we might not be able to reimburse.
- If repairs can’t wait, make sure to check what you’re covered for in your policy, take photos, get a detailed quote to make sure you’re paying a fair amount, and keep your receipts if you need to make a claim too. In this case, we’d get the damage assessed and would pay you the amount it’d cost us to make the repair through our approved suppliers, minus any excess.
- Remember to keep any relevant receipts..
- Contact us to lodge your claim.
- EQC (Earthquake Commission) covers defined areas of residential land from storm or flood damage (subject to any special terms on your Insurance and EQC cover).
- We’ve partnered with the EQC to make the claim process simpler for you. During a stressful time, you’ll only need to deal with us, your insurer, instead of lodging claims separately with us and EQC.
- Most people will automatically have EQCover if they have a current home insurance policy with us.
- You do not need to contact EQC. We’ll manage your EQC claim on behalf of EQC.
- If your car isn’t drivable, or if water has entered your vehicle, please don’t drive it. Water-damaged vehicles can be dangerous because they tend to lose function suddenly, and air bags can deploy without warning. Instead, let us know immediately.
- We’ll arrange a tow so you won’t have to drive your vehicle in for assessment. Once it’s been assessed, wait for the all-clear from your assessor before driving again.
- If your car is going to be towed, remember to remove any personal items from the vehicle.
- Make sure your vehicle is locked securely with no keys left inside – our tow team will get in touch to pick them up instead.
- If your personal items were damaged inside your vehicle, feel free to throw away any soft items or spoiled food, but remember to photograph and catalogue them first.
- Contact us to lodge a claim for any items that were damaged inside your vehicle.
- If you rely on your car for medical reasons for yourself or your family, get in touch and we’ll discuss next steps with you directly.
- Your vehicle policy might cover you for a temporary vehicle. Check your policy schedule to see if you have rental car optional cover, or get in touch with us to find out.