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Claims

COVID-19 CLAIMS UPDATE

Under Alert Level 2, Vero is further adapting the way we process claims. We continue to work closely with our partners and suppliers to make sure insurance claims affecting the health and safety of our customers are prioritised. Here are some things to be aware of while we process your claim:

  • Health & Safety guidelines - to operate safely, all our suppliers will have to maintain physical distancing, good hygiene standards and put contact tracing measures in place. Builders, suppliers and repairers may have to follow more specific procedures to meet Level 2 guidelines. They will let you know their specific requirements as you engage with them about your claim.
  • Taking more time – we may need to take more time to complete some work on your property or vehicle if repairers experience delays getting parts or other materials. We are working closely with our suppliers to ensure our customers are kept updated.
  • Remote claims assessment and handling - where possible, we will continue to assess and handle claims remotely; this has proven very effective during Alert levels 3 and 4.
  • Repairer bookings – Please do your best to keep to booking times when you are meeting with a repairer. This will help the repairer manage their contact tracing and help them resolve your claim more quickly.
  • Excess collection - Vero will collect excess payments from customers to minimise the need for you to pay suppliers directly.

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.