Making a car claim shouldn't drive you mad.

We’ve designed a speedy car claims process to get you back on the road as quickly (and safely) as possible.

Our simple car claim process steps:



If you purchased your insurance through a broker or adviser, contact them and we'll work with them to ensure your claim gets processed.

If you want to lodge the claim yourself or have purchased through a car dealer or finance company, you can:

Alternatively you can call us to make a claim.

You do not need to make a claim for windscreen and window repairs. Here's how to get it repaired.





Windscreen and window repairs

If you have a broken car windscreen or window, you can skip the claim process and go straight to Novus or Smith & Smith to get it repaired. You just need to provide your policy number.

Contact Novus   Contact Smith & Smith

Things to do before you make a car claim

Here are some things you can do to help make the claim process go smoothly:

  • If anyone is hurt or the roadway is blocked, call 111 immediately.
  • Try to keep calm – emotions can run high after a car accident.
  • Don't admit liability or enter into any settlement agreement without talking to us first. Contact your broker immediately to get advice about your claim.
  • Keep some paper and a pen in your glove compartment or use your mobile to write down:
    • Name, addresses and phone numbers of all drivers and passengers involved in the accident.
    • Car licence plate number, make and model of each vehicle involved in the accident.
    • The other driver’s driver licence number, insurance company and policy number.
    • Names and addresses of witnesses if possible.
    • Names and badge numbers of police officers on the scene.
  • Take photos of the scene of the accident and car damage. If your car has been stolen, try to find a photo of it in your files.
  • File a police report even if no one is hurt.
  • Make a claim with us within 24 hrs.

Important information you need to file a car claim

Making a car claim shouldn’t be a complicated process, but the more information you have on hand, the easier it can be.

Here’s a list of documents we might ask you for:


Your customer number or policy number (if you have it).


Your driver licence – including its expiry date.


A detailed report about what happened.


Photos of the damaged car, including the make and model.


A copy of your police report or police file number (if you’ve filed one).

Making a claim

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.