Natural Disaster
Claims


Natural disasters can happen to anyone, anywhere. If you’ve been affected by a natural disaster and you have Vero home insurance, you’re also covered through the Earthquake Commission’s EQCover programme.

Make a claim

What natural disasters are

  • earthquake
  • natural landslip (not including gradual landslip)
  • volcanic eruption
  • hydrothermal activity
  • tsunami
  • storm and flood damage to your land (within limits); or
  • fire resulting from one of these natural disasters

 

Things to do before you make a natural disaster claim

1

Take extra care when returning home.

Your safety comes first. Make sure you, your family, your pets and farm animals are safe and secure. Stay out of any evacuated areas until you’re allowed to return. Follow the instructions from Civil Defence and other authorities.

2

Make sure your property is secure.

If your home or property has been damaged, secure the premises and make it safe and comfortable for your family or employees. If your home has severe structural damage or is uninhabitable and you need help or advice, call our Claims Team as soon as possible on 0800 800 134.

3

Take action to stop more damage.

Board up windows, remove water damaged furniture, or turn off any main water or gas valves. If we’ve asked you to contact a tradesperson to help, do this as soon as you can.

4

Take photographs.

Photograph any damage or other evidence to help us sort out your claim faster. Don’t throw anything out – we might need to see it.

5

Lodge your claim with us within 3 months.

If you don’t, these delays might affect whether or not you’ll be covered under the EQC Act.

 

 

 

How Vero works with EQC

Vero now manages your home and land claims on behalf of EQC. This means we can provide you with a seamless process for all your natural disaster claims whether they’re covered under the EQC Act or under your Vero policies.

EQCover provides cover of up to $150,000 (+ GST) for a residential building. If the damage to your home goes over this amount, your Vero Residential Home insurance will cover damage above the EQCover limit up to the amount you are insured for.

EQCover also provides cover for:

  • land damage due to natural disasters to land under or within 8 meters of your home
  • land under your main accessway that is not more than 60m from your home.

To find out more on land cover visit the EQC website for more information.

Our simple natural disaster claims process

1

File a claim and tell us what happened.

You can file a claim by calling our Claims Team anytime, any day on one of the numbers below, or speaking directly to your broker. Have your policy number ready to make the process even faster.

2

We’ll take a good look at your claim.

If you make a claim online, we’ll call you to talk you through what’s covered and what you need to do next. If you go through your Broker, they’ll explain what happens next. We might need to send out a specialist to visit your property, but we’ll find a time that suits you.

3

We’ll sort out the details with EQC.

Vero manages your home and land claims on behalf of EQC, so you don’t need to contact EQC. Once we’ve received all of your documentation, we’ll work with you to get your claim sorted. We’ll let you know what’s happening every step of the way.

4

We’ll be in touch about next steps.

After we’ve reviewed the details of your claim against your policy, we might ask you for more information before we can make a decision. If your claim is accepted, we’ll ask you for your bank account details so we can settle your claim by bank transfer.

Important documents you need to file a natural disaster claim

Filing a claim isn’t a complicated process, but the more information you have on the hand, the easier it is.

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

  • Photos of any damage
  • Details of the damage that has occurred
  • The policyholder’s postal address and phone number (if you’re not the policyholder).

 

 

 

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.

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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.