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Answering your questions about COVID-19

We have retained the capability of our teams to work from home to ensure we can respond to our customers. Please be patient as we transition to full capacity. You may also experience a delay of up to 10 seconds as your call is connecting but please hold to enable us to answer your enquiry.

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Flexible payment terms


Our teams have a range of solutions that can help customers protect the things they care about. This could include adjusting the excess on your policy or temporarily deferring payment.

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Hardship Support

If you’re experiencing financial hardship because of COVID-19, talk to your broker or adviser, or contact our team on 0800 808 508 or +64 9 363 2222 (8.30am - 5pm Monday to Friday) so we can work through ways to support you through these times.

Find more answers to some common customer questions

Read our COVID-19 FAQs

How we’re handling your claims

Vero is processing claims however we are once again working a little differently in Alert Levels 2 and 3. The health and safety of our people, partners and customers remains our priority. Many of our partner suppliers and repairers will have to work with certain restrictions, which may cause delays to work done on your property or vehicle.

Here are some things to be aware of while we process your claim:

  • Health & Safety guidelines – to operate safely, all our suppliers will have to maintain physical distancing, good hygiene standards and put contact tracing measures in place. Builders, suppliers and repairers will have to follow certain procedures to meet Level 2 or 3 guidelines. They will let you know their specific requirements as you engage with them about your claim.
  • Taking more time – we may need to take more time to complete some work on your property or vehicle if repairers experience delays getting parts or other materials.  We are working closely with our suppliers to ensure our customers are kept updated.
  • Remote claims assessment and handling – where possible, we will continue to assess and handle claims remotely; this has proven very effective previously.
  • Repairer bookings – please keep to booking times when you are meeting with a repairer. This will help the repairer manage their contact tracing and help them resolve your claim more quickly. Where possible repairers will organise contactless handovers and payments to manage better social distancing.
  • Excess collection – Vero can collect excess payments from customers to minimise contact with suppliers and repairers.

If you have any further Claims or other insurance questions, please check our COVID-19 FAQs.

Supporting you, your health and safety, and that of our partners and people, is our goal.  Thank you for your patience.

How to get in touch with us

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