Answering your questions about COVID-19

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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) or email us, so we can work through ways to support you through these times.

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Ensuring cover remains effective during Alert Levels


Tenancy inspections required by landlords can be deferred or undertaken by video during Alert Level 3 and above. 

Find more answers to some common customer questions

Read our COVID-19 FAQs

How we’re handling your claims

Like many businesses, Vero is working a little differently due to COVID-19 Alert Level guidelines.

The health and safety of our people, partners and customers remains our priority, whilst we continue to process your claims and get the work done on your property or vehicle as quickly and effectively as possible.

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

  • Health & Safety guidelines – to operate safely, our repairers and supplier partners will maintain physical distancing, practise good hygiene and have contact tracing measures in place. They may have to follow certain procedures to meet Alert Level guidelines, which they will let you know about as you engage with them about your claim. During high Alert Level periods, authorities have advised they are keen to minimise all people contact, therefore only emergency works required to ensure the Health and Safety of our customers will be addressed. Under high Alert Levels, our repairers and supplier partners may not be able to offer their services normally until the Alert Level changes.
  • Remote claims assessment and handling – we will assess and handle claims remotely where possible and appropriate to your claim. This can help progress the claim more quickly.
  • Repairer bookings – please keep to any booking times made with a repairer, supplier or loss adjuster, as this will help with contact tracing. Under high Alert Levels, booking times may need to be changed as the repairer, supplier or loss adjuster may not be able to offer their services normally until the Alert Level changes. The repairer, supplier or loss adjuster will guide you through a rebooking process for any prior bookings you have.

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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