Claims

How we’re handling your claims

Like many businesses, Vero is working a little differently due to COVID-19 Alert Level guidelines.

The health and safety of our people, partners and customers remains our priority, whilst we continue to process your claims and get the work done on your property or vehicle as quickly and effectively as possible.

Here are some things to be aware of while we process your claim:

  • Health & Safety guidelines – to operate safely, our repairers and supplier partners will maintain physical distancing, practise good hygiene and have contact tracing measures in place. They may have to follow certain procedures to meet Alert Level guidelines, which they will let you know about as you engage with them about your claim.
  • Remote claims assessment and handling – we will assess and handle claims remotely where possible and appropriate to your claim. This can help progress the claim more quickly.
  • Keep to booking times – please keep to any booking times made with a repairer, supplier or loss adjuster, as this will help with contact tracing.

If you have more questions about your insurance cover with Vero, please check our Coronavirus COVID-19 update page.

Supporting you, your health and safety, and that of our partners and people, is our goal. Thank you for your patience.

How to get in touch with us

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General claims

If you need to make a claim, our team is here to help. If it's an emergency you can contact us 24 hours a day, 7 days a week.

Or you can talk to your broker or adviser, who can work through your claim with you.

Make a claim

Natural disaster claims

If you’ve been caught up in a natural disaster like an earthquake, landslip or flood, your Vero home or contents insurance policy automatically gives you cover through the EQC.

There are a few steps you’ll need to take for natural disaster claims, including lodging your claim with EQC first for residential property damage. You’ll need to lodge your claim within three months.

Make a natural disaster claim

Marine claims

It’s our role to make sure your marine claim is plain sailing.  So if you’ve got lost or damaged cargo, damage to a hull, or you’re being held liable for a marine risk, our marine claims experts are here to help.

There are a few different processes, depending on what you’re claiming for. To help us process your claim as quickly as possible, find the claims procedure you need here.

Make a marine claim

We are committed to making it as easy as possible for you to claim, and we’d love to hear about your experience. Give us your feedback here.

Our claims promise

We know that claim time can be particularly stressful for customers. Our claims teams aim to settle straightforward claims immediately.

If your claim is a bit more complicated, we’ll work with you and your broker or adviser to ensure your claim gets processed as quickly and efficiently as possible. Either way, we promise to treat all our customers fairly.

We’d love to hear your feedback, whether it’s good or bad. Give us feedback or make a claims complaint.

Fair Insurance Code Member Logo

We are a member of the Insurance Council of NZ and adhere to the Fair Insurance Code, which provides you with assurance that we have high standards of service to our customers.