Contents Claims

Start a claim online

Life is full of surprises – both good and bad.

We’ve designed our general claim process to be fast and easy, so we can sort things out for you straight away when things go pear-shaped.

Our simple claim process steps:



  • Contact your broker or adviser if you have one. We will work with them to ensure your claim gets processed as quickly as possible.
  • Alternatively you can call us to make a claim.




Things to do before you make a claim

When it comes to damaged or stolen property, we want to help you get back on your feet as quickly as possible.

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

  • Act quickly! Unplug or power off electrical and digital items if it’s safe to do so. Do everything you can to stop any further damage or loss.
  • Report any theft to the police within 24 hrs.
  • Make a list of your damaged or stolen items. And don’t throw anything out – we might need to have a look.
  • Find any receipts or photos you might have.
  • Take photos of damaged goods.
  • Talk to your Vero broker and let them know what happened. 

Important information you need to file a claim

Filing a 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 if you have it.


Your Vero Policy number.


Your claim reference number should this be available.


Proof of purchase of lost, damaged or stolen items (can be receipts, photos, or invoices).


A detailed report about what caused the damage.


Photos of any damaged items (including stickers on items such as TVs and appliances that show the make and model).


A copy of your Police report (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.