Natural Hazard Claims

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. 

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 here.

Take action to stop further 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.

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.

Make a claim and tell us what happened.

You can make a claim anytime through the online form here or by calling our claims team here or speaking directly to your broker. Have your policy number ready to make the process even faster. Have your policy number ready to make the process even faster. If you don’t make your claim within three months, these delays might affect whether or not you’ll be covered under the Natural Hazards Insurance Act 2023 (the NHI Act).

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).  

We’ll assess your claim.

If you make a claim online, we’ll call you to talk 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 make sure we find a time that suits you. 

We’ll sort out the details with Natural Hazards Commission Toka Tū Ake (NHC) (formerly EQC).

Vero manages your home and land claims on behalf of the NHC Toka Tū Ake, so you don’t need to contact them directly. 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. 

We’ll be in touch about next steps.

After we’ve reviewed the details of your claim, 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.