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Answering your questions about Covid-19

In these uncertain times we understand you may want to talk to us about your insurance cover.

At Vero we’re well prepared to support our brokers and customers. We’re continuing to actively monitor the coronavirus situation to protect you and what’s important to you.

  • Should I reduce my sum insured in order to reduce my premium?
    While increasing your excess can help reduce your premium, your sum insured still needs to be accurate to ensure you are fully covered. We recommend talking with your financial adviser or broker to understand your options. 

  • If I cancel my policy, what do I need to do to restart it?
    Please get in touch with us. Depending on the time between cancelling and contacting us restart your cover, the process can vary. If it’s a short timeframe, it’s relatively simple. A longer gap means we may need to treat your application as a brand-new policy.

    If you do have any loss or damage to your [vehicle/house/contents] while the cover is cancelled, you won’t be able to make a claim.
  • I’m overseas and COVID-19 travel restrictions mean I’m delayed returning home. My house could potentially be unoccupied for more than 90 days. Will this affect my policy?

    We can continue to provide cover for your home and contents if you’re in this situation. Please let us know as soon as you can, and keep in mind that your excess on claims increases while your home is unoccupied.
  • Does the Landlord’s extension under our Home policy allow a claim for loss of rent where the tenant has been overseas and can’t currently return to New Zealand due to travel restrictions in the country they are holidaying in?
    Unfortunately, this isn’t covered by your insurance.

    Tenants still need to pay rent to their landlord during a current rental or lease agreement, even if they can’t return to New Zealand.

    As a landlord, you can choose to reduce or stop charging them rent, but your insurance policy won’t ‘top up’ changes in the amount of rent you receive.
  • What if my tenant stops paying their rent?
    Unfortunately, this isn’t covered by your insurance. Tenants still need to pay rent to their landlord during a current rental or lease agreement and/or while occupying the home.

    As a landlord, you can choose to reduce or stop charging them rent, but your insurance policy won’t ‘top up’ changes in the amount of rent you receive.
  • I’m a landlord and need to carry out regular checks to make sure my tenanted property is well-maintained. What happens if I can’t carry out an inspection due to COVID-19 virus risks?
    Under the Government’s current COVID-19 Level 4 Alert, landlords can’t carry out on-site maintenance inspections.

    Please be assured that if you need to make a claim on your tenanted property during the lockdown but haven’t been able to carry out a maintenance inspection, you won’t be penalized.

    Please always check your tenants are healthy and free from COVID-19 symptoms ahead of completing any future property inspections.
  • My driver’s license will expire during the lockdown. Will this affect my vehicle insurance?
    If your driver’s license is expiring during the lockdown period, it would not impact the outcome of any claim you make if your vehicle were to be involved in an accident.

    We’d recommend that you renew your driver’s licence as soon as practically possible when the lock down period ends. 

  • My WOF will expire during the lockdown. What does this mean for my vehicle insurance?
    We want our customers to be able to access essential insurance services across the next four weeks. If your WOF expires during the lockdown period it would not impact the outcome of any claim you might make. Your car insurance will still be in place and effective  as long as there isn’t an existing safety issue that would mean you would not get a WOF – like tyres needing to be replaced.

    You’ll also be covered if you have an accident, again, so long as the accident isn’t a result of an existing safety issue.

    We recommend anyone with a WOF expiring during the lockdown period gets their vehicle warranted as soon as practically possible once the lock down period ends, and we’d always advise customers to check their motor vehicle policy to understand our standard terms and conditions and how to make a claim.
  • I need to lodge a claim, can I still do this during the lockdown?
    Yes, you can – please contact us here.  Our teams are now processing claims and enquiries from home across the lockdown period.

    Please be patient when getting in touch - like all of New Zealand, we are experiencing some issues with calls connecting properly due to heavy traffic on mobile networks.

    You may experience a delay of up to 10 seconds as your call is connecting but please hold and we’ll there to talk to you.
  • My home’s been damaged. Will one of the Vero team come and visit me to assess my claim?

    Any property claims affecting the health and safety of our customers will be prioritised, but site visits and repairs outside of this will be started once current COVID-19 restrictions ease.
  • My vehicle’s been involved in an accident during lockdown. How will I get it repaired?
    We expect police will arrange tows from the scene for any vehicles involved in accidents during the national lockdown.

    Where possible, we will assess vehicles remotely but we won’t be able to start repairs until the current restrictions ease.

How to get in touch with us

Please get in touch via:

Contact centre:
 0800 808 508

From outside NZ: +64 9 363 2222

8.30am–5pm Monday – Friday


Our teams are currently working from home to ensure we can respond to our customers. You may experience a delay of up to 10 seconds as your call is connecting but please hold to enable us to answer your enquiry.