Claims

It’s our business to pay your claims.

If you need to make a claim or have a question about an existing claim, you can contact your broker or adviser or call us for assistance.

If we can, we’ll settle your claim immediately. If not, we’ll let you know what extra information we need. To help speed things up, make sure you have your policy number and claim details on hand when you call us.

24/7 free emergency HELP assistance

If you have an accident or disaster anywhere in New Zealand our HELP team is just a phone call away – even if no insurance claim is involved.

HELP provides practical advice as well as a 24-hour referral to a comprehensive nationwide network of recommended service organisations and trades people.

A call to HELP costs you nothing, so if you have got a problem with plumbing, a leaking roof, broken glass, replacement of locks or electrical faults, call our New Zealand based HELP team for rapid assistance.

Call HELP 0800 800 786 after hours in an emergency.

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.

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.