Making a claim

If you’re making a claim, we understand you may be going through a difficult time. Our trusted insurance partner, Vero, has a dedicated claims team for our customers to help make your claim as easy and stress free as possible.

If you're affected by a natural hazard and you have home cover with Vero, they will manage your home and land claims on behalf of the Natural Hazards Commission (NHC), formerly the Earthquake Commission (EQC). Get in touch with Vero and they'll do everything they can to help.

You can submit your claim using Vero’s online Claims Portal as soon as you can to let them know what’s happened. 

To make a claim you'll need:

• Your policy number which you’ll be able to see under the ‘Insurance Policies’ section in Internet Banking or find details of on your policy schedule 
• Details of what has happened, and any other people involved
• Photos or documents (if available) to support your claim, for example, receipts or photos of the damage

If you have an urgent claim, would prefer to speak to the Vero team, or there's imminent risk to you or your property, please call Vero on 0800 269 252.  

As soon as you submit your claim, Vero will review your claim and let you know if they need any additional information. Once they have all the information they need, they’ll aim to have a decision within two business days.

Your Vero Claims Consultant will get in touch to let you know the outcome of your claim and talk through the next steps.

If you’re making a claim, we understand you may be going through a difficult time. Our trusted insurance partner, Chubb Life, has a dedicated claims team for our customers to help make your claim as easy and stress free as possible.

Contact Chubb Life and let them know what’s happened. One of their friendly team will guide you through the claims process and explain what paperwork you’ll need to provide to submit your claim.

As soon as you submit your claim, it will be allocated to one of Chubb Life’s Claims Consultants. Sometimes they may need more information from you to support your claim, so they might contact you, your doctor, or other relevant parties.

Once Chubb Life has all the information they need to finalise your claim, they’ll aim to have a decision back to you within 48 hours. Your Chubb Life Claims Consultant will get in touch to let you know the outcome and talk through the next steps.