The last thing you want during an unexpected situation, which involves a car accident, storm damage, or serious illness, is to become uncertain about the next actions.
The good news? The insurance claim process in New Zealand is structured and consistent across most insurers. Whether it’s house & contents, motor, health insurance NZ, or income protection insurance NZ, the steps follow a similar path.
Here’s the basic insurance claim process in NZ, explained clearly.
Step 1: Make sure everyone is safe
Before you think about paperwork:
- Ensure you and others are safe.
- Follow Civil Defence guidance if it’s a natural disaster.
- Contact the police if there’s theft, vandalism, or a vehicle accident involving injury.
Insurance can wait a few hours. Safety cannot.
Step 2: Notify your insurer as soon as possible
Once things are stable, contact your insurer or insurance adviser NZ. You can usually:
- Lodge a claim online
- Call your insurer directly
- Contact your adviser or broker
For example, many insurers allow online and phone-based claim lodgement depending on the product.
The key rule: Don’t delay. Most policies require you to notify your insurer promptly.
Step 3: Check your policy details
Before or during lodgement, review:
- Your policy number
- What you’re covered for
- Your excess amount
- Any exclusions or special conditions
If you’re claiming under:
Make sure you understand waiting periods, benefit limits, and documentation requirements.
If you’re unsure, ask. That’s what advisers are there for.
Step 4: Gather supporting documents
Insurers assess claims based on evidence. Depending on the claim type, you may need:
For house & contents:
- Photos of damage
- Receipts or proof of purchase
- Police report number (if theft)
- Details of what happened
For motor:
- Photos of the scene
- Other party’s details
- Police reference (if applicable)
For health or income protection:
- Medical certificates
- Specialist reports
- Proof of income (for income protection claims)
Images downloaded from the internet won’t be accepted as proof of ownership. Real documentation matters.
The right to complain
If you believe your claim hasn’t been handled properly:
- Raise the issue with your insurer first.
- Follow their internal complaints process.
- Escalate to their independent dispute resolution scheme if unresolved.
You are not powerless in the insurance claim process, NZ. There is a formal structure in place to protect you.
Step 5: Claim assessment
Once lodged, your claim enters assessment. This may involve:
- A claims case manager assigned to you
- An assessor or loss adjuster (for property claims)
- Medical review (for health or disability-related claims)
For widespread events like floods or earthquakes, insurers may prioritize vulnerable households first. There can be delays during large-scale disasters.
Members of the Insurance Claims Council of New Zealand follow the Fair Insurance Code, which requires fair and transparent claim handling.
Step 6: Excess payment
Most policies include an excess, your contribution toward the claim. You’ll either:
- Pay it upfront
- Have it deducted from your settlement
In some motor claims where you’re not at fault, your excess may be recoverable.
Step 7: Claim outcome
After assessment, your insurer will confirm the decision. The outcome may be:
- Repairs arranged by the insurer
- Replacement of items
- Cash settlement
- Lump sum payment (Trauma Insurance NZ)
- Monthly payments (Income Protection Insurance NZ)
- Direct payment to healthcare providers (Health Insurance NZ)
If your claim is declined, your insurer must explain why and reference the relevant policy wording.
Step 8: Repairs, settlement, and closure
Once approved:
- Repairs are scheduled or
- Payment is made to you or a provider
Keep records of all communication and invoices until everything is finalised. At this stage, your claim is closed.
What if you disagree with the decision? You have options.
- Raise the issue with your insurer first.
- Follow their internal complaints process.
- Escalate to their independent dispute resolution scheme if necessary.
- The Fair Insurance Code protects your right to a fair review.
Quick summary: the basic NZ claims process
- Safety first
- Notify your insurer promptly
- Review your policy
- Gather evidence
- Claim assessment
- Pay excess
- Receive outcome
- Repairs or settlement
Why understanding the process matters
Make an insurance claim delays happen because people:
- Don’t notify their insurer early enough
- Start repairs before approval
- Can’t provide proof of ownership
- Don’t understand their excess
Knowing the process ahead of time reduces stress when it actually matters.
Frequently asked questions on how to make an insurance claim in NZ
Q. How long does an insurance claim take in New Zealand?
Ans. Simple claims (like minor motor damage or straightforward health insurance nz claims) can be processed within days or a few weeks. Larger property claims or complex income protection insurance NZ claims may take longer, especially during natural disasters when claim volumes are high.
Q. Can I start repairs before I make an insurance claim?
Ans. Generally, no. Always contact your insurer before starting major repairs. Some house policies allow emergency work to prevent further damage, but you should confirm first to avoid risking your insurance claims in NZ.
Q. What happens if I don’t have receipts?
Ans. You should still lodge your insurance claims in NZ. Provide alternative proof, such as photos, bank statements, or warranties. The more evidence you can supply, the smoother the assessment process will be.
Q. Will making a claim increase my premium?
Ans. It can. At renewal, insurers consider several factors, including your claims history. The impact depends on the type, frequency, and circumstances of the claim.
Are you fully covered?
Understanding the insurance claim process in NZ is important, but even more important is knowing your cover is right before you need to claim.
Ready to get covered?
Talk to NZ Insurances today.
Call us, email us, or book a free review with an experienced insurance adviser NZ and make sure your protection is aligned with real life, not just paperwork.
