Wild Weather
Claims Process

Understanding the insurance claim journey from lodgement through to assessment and management can help to support your recovery. 

We’re working alongside local councils, Toka Tū Ake EQC, Civil Defence, and other insurers to resolve claims as quickly as possible. 

Our building project management partner is Morgan Project Services (MPS). To get an idea on how we jointly manage a large weather event response, you can check out the MPS flood damage process.

Click here to view the MPS Customer Building Claims Journey.


Making a claim 

If you’ve been affected, lodge your claim as soon as possible.

You can do this online. This is the fastest way to lodge a claim, taking approximately 15 minutes. For urgent claims, it is best to call us on 0800 800 134.  

As with all significant events, we triage claims to prioritise urgent claims.  We do this according to a range of factors including the extent of property damage and the customer’s circumstances, including any vulnerabilities. You can get more information here on what we mean by vulnerable customers.  

The claims and assessment process 

  • If you have lodged a claim: Rest assured, we’ll be working through this and making contact as soon as possible. For urgent enquiries customers can contact Morgan Project Services (MPS) via email: priority@morganprojects.co.nz or call Vero on 0800 800 134.  

  • After you have lodged a claim: We’ll contact you, focusing first on those that are most in need. Contact will be from Vero directly or MPS. When we contact you, we’ll be able to give you an idea of how long it is going to take to visit your property based on your situation. Those most in need will be seen at once while those with minor damage may take a few weeks for us to get to.   

  • To help speed up the process: If you have access to your own tradespeople who can begin the reinstatement of your home, we’re happy to work with them to approve the necessary repairs. A detailed quote and photos will be extremely helpful. If the quote appears fair and reasonable, we may be able to cash settle the claim immediately without needing to visit the property. This will allow you to progress the claim at your own pace. 

  • For badly affected properties: MPS will do an initial assessment and can arrange for properties to be commercially dried. MPS can also assist with removing damaged items such as contaminated carpet and underlay. But you don’t need to wait for MPS to call to remove carpets and wall linings – if you have access to a qualified tradesperson, go ahead and arrange that. Just provide us with before and after photos and a detailed invoice from the tradesperson. Once the property has been dried, the MPS Project Manager will return to complete a full assessment of the work required, providing a written report. MPS will then work with you to bring tradespeople on board to provide quotes and complete the work within a reasonable timeframe – depending upon the tradesperson’s scheduling, and availability of materials.

Common questions following loss or damage: 

Disclaimer – The information on this page is of a general nature only and intended to provide guidance about how your claim may be managed. The steps which will be taken to manage your particular claim will depend upon your individual circumstances and your policy wording. Please refer to your policy wording for full details of your insurance cover. If you are in doubt about what you should do, speak to your Broker or contact Vero on 0800 800 134.

Wild Weather Claims Process

NZ Government Land categorisation

NZ Government Land Insurance (EQC)

Help and support options

Severe Weather Alerts

Under 5 minutes short videos

Damage Clean Up

Home, Contents, Motor

Business Damage


Cash Settlements