Your home is where your heart is.

Our quick and easy house claim process helps to ensure you and your family are safe and sound as fast as possible.

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 house claim

Here are some things you can do to help your house claim process go smoothly:

Make your property secure

If your home or property has been damaged, do your best to secure the property and make it as safe and comfortable as possible for your family and loved ones.

Do what you can to stop more damage

Board up any broken windows and safely turn off any mains water, electricity or gas supply if necessary. Call us – we have people on standby 24/7 for emergency calls. If it’s not an emergency, call your broker or our claims teams during normal business hours.

Take photographs

Photograph any damage or other evidence to help us sort out your claim faster. If you have security camera footage, let us know. Don’t throw anything out – we might need to see it.

Contact your broker

If you purchased your policy through a broker, call and let them know what happened.

Don’t admit you’re at fault for something or agree to anything

If your claim involves damage to someone else’s property or injury to someone, don’t admit you’re at fault. Tell them that you need to talk to your insurance company first. Then call us.

File a police report if necessary

If you’ve suffered theft, vandalism or other criminal activity, call the police within 24 hrs.

Important information you need to file a house 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 information we might ask you for:


Your customer number if you have it.


Your Vero Policy number.


Proof of purchase of any 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.