A step-by-step guide to the claims process for car, house, contents, and other types of insurance in New Zealand. Know what to expect and how to prepare.
Before contacting your insurer, take a moment to gather key information and assess the situation. Acting quickly and calmly after an incident can make the claims process smoother.
First, check that the event is covered by your policy. Review your policy schedule and wording to understand your cover, exclusions, and excess. Most NZ insurers provide policy documents online through their customer portals.
If it is a car accident, take photos of all vehicles involved, note the other driver's details, and file a police report if required. For property damage, photograph the damage before making any temporary repairs. The Sorted.org.nz claims guide has useful tips on preparing for a claim.
Tip
Take photos and videos of damage as soon as it is safe to do so. Visual evidence is one of the most important things you can provide to support your claim.
Step-by-Step Claims Process
While every insurer has slightly different processes, the general claims process in New Zealand follows these steps:
1. Report the incident - Contact your insurer as soon as possible. Most NZ insurers offer 24/7 claims lines by phone, and many also accept claims online or through their apps. AA Insurance, Tower, and AMI all offer online claims lodgement.
2. Provide details - Give your insurer a clear account of what happened, when, and where. Include policy number, date and time of the incident, description of damage or loss, and any third-party details.
3. Submit supporting documents - This may include photos, receipts, police reports, quotes for repairs, or medical certificates depending on the type of claim.
4. Assessment - Your insurer will assess the claim. For larger claims, they may send an assessor to inspect the damage. For car insurance, they may direct you to an approved repairer.
5. Decision - Your insurer will approve, partially approve, or decline the claim. They must provide reasons if the claim is declined.
6. Settlement - If approved, your insurer will arrange payment or repairs, minus your excess. Payment methods vary - some insurers pay you directly, others pay the repairer or supplier.
What Documents and Information You Need
Having the right information ready can speed up your claim. Here is a checklist of commonly required items:
Note
Keep copies of all documents you submit. If your claim is complex, keep a record of all communications with your insurer including dates, names, and reference numbers.
Claims Documentation Checklist
Document/Information
When Needed
Why It Matters
Policy number
All claims
Identifies your cover and excess details
Photos/videos of damage
Property, vehicle, contents claims
Provides evidence of the extent of damage
Police report number
Theft, car accidents, vandalism
Required by most insurers for theft and accident claims
Receipts or proof of purchase
Contents and personal property claims
Proves ownership and value of items
Quotes for repairs
Property and vehicle damage
Helps insurer assess repair costs
Third-party details
Car accidents
Name, contact, registration, and insurer of other parties
Medical certificates
Health and travel claims
Supports medical-related claims
How Long Does a Claim Take?
Claim timeframes vary depending on the type and complexity of the claim. Simple claims like windscreen replacements may be resolved within a few days. More complex claims involving assessors, builders, or legal questions can take weeks or months.
Under the Insurance Contracts Act 2024, insurers have obligations around fair and timely claims handling. If you feel your claim is being unreasonably delayed, you can raise this with your insurer's complaints team.
For natural disaster claims involving EQC (Toka Tu Ake), timeframes can be significantly longer, particularly after large events affecting many properties.
Typical Claims Timeframes in NZ
Claim Type
Typical Timeframe
Notes
Windscreen replacement
1-3 days
Often arranged directly with a repairer
Minor car accident
1-3 weeks
Depends on repairer availability
Car write-off
2-4 weeks
Valuation and settlement negotiation
Contents theft
1-4 weeks
May require police report and proof of ownership
House damage (minor)
2-6 weeks
Depends on assessment and repair scheduling
House damage (major/natural disaster)
3-12+ months
Complex claims involving EQC and builders
What to Do If Your Claim is Declined
If your insurer declines your claim, they must give you a reason. Common reasons for declined claims include the event not being covered under your policy, failure to meet policy conditions (such as not having a burglar alarm), non-disclosure of relevant information, or the claim falling within an exclusion.
If you believe the decision is wrong, you have several options:
Important
There are time limits for raising disputes. Contact IFSO within two months of receiving your insurer's final response. Keep records of all correspondence.
Ask for a review - Request a formal internal review from your insurer. Provide any additional evidence or information that supports your claim.
Contact IFSO - The Insurance & Financial Services Ombudsman (IFSO) offers a free dispute resolution service. They can investigate your complaint and make a binding decision on the insurer.
Seek legal advice - For high-value or complex disputes, you may wish to consult a lawyer who specialises in insurance law. Community Law Centres offer free legal advice for eligible New Zealanders.
Check the FMA - The Financial Markets Authority provides information on your rights as an insurance consumer.
Key Takeaways
Report incidents to your insurer as soon as possible
Take photos and gather evidence before making temporary repairs
Have your policy number, incident details, and supporting documents ready
Simple claims may be resolved in days; complex claims can take months
If your claim is declined, you can escalate to IFSO for free dispute resolution
Keep records of all communications with your insurer
Frequently Asked Questions
Report your claim as soon as reasonably possible. Most insurers expect you to notify them within 30 days, but sooner is better. Delaying notification could affect your claim outcome.
It can. Insurers consider your claims history when calculating premiums. A single claim may not significantly affect your premium, but multiple claims over a short period could lead to higher premiums or changes to your excess at renewal.
This depends on your insurer and policy. Some insurers have a network of approved repairers and may require you to use them. Others allow you to choose your own repairer. Check your policy wording or ask your insurer.
If you disagree with the amount offered, you can negotiate with your insurer and provide your own quotes or valuations. If you cannot reach agreement, you can escalate to IFSO for review.
In most cases, yes. Your excess is typically deducted from the claim payout or paid directly to the repairer. Some insurers may offer excess payment plans for larger amounts.
Disclaimer: This guide is for informational purposes only and does not constitute financial or insurance advice. Claims processes, timeframes, and requirements vary between insurers. Always refer to your specific policy wording and contact your insurer directly for claims assistance. Information is current as at the date of publication but may change.
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