Due to recent large-scale weather events, we continue to experience high call volumes.
To lodge your claim please use our Vero Online Claims portal.
Click here for event and claims-related FAQs, including the provisional land categorisation issued by your council.
House Claims
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:
1
- Contact your broker or adviser if you have one. We will work with them to ensure your claim gets processed as quickly as possible.
- Make a claim online
- Download and complete our House and Contents Claim Form then email it to newclaims@vero.co.nz.
- Alternatively you can call us to make a claim.
2
We’ll review the details of your claim against your policy to see how we can help. We’ll get in touch if we need more information and to talk about what you need to do next. If we need to send out a specialist to visit your property, we’ll arrange a time that suits you.
3
If we accept your claim, we’ll work with you to organise contractors or tradespeople to visit your property and give you quotes for any work that might need to be done.
4
Once you’ve accepted any supplier quotes, we’ll either settle the repair costs in cash, or have our suppliers work with you to get the repairs completed as soon as possible. You’ll have to pay your policy excess before the work gets started. Our teams will be available to support you throughout the repair process.
5
Hopefully the stressful part is now over. Once the repair work is completed, we’ll get in touch to check if you’re happy.
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:
1
Your customer number if you have it.
2
Your Vero Policy number.
3
Proof of purchase of any lost, damaged or stolen items (can be receipts, photos, or invoices).
4
A detailed report about what caused the damage.
5
Photos of any damaged items (including stickers on items such as TVs and appliances that show the make and model).
6
A copy of your Police report (if you’ve filed one).
