Severe rain and weather: If you are a Vero customer and need to claim, fill out our online claims form Claims | Vero or contact your broker.
Make a car claim
To get the wheels turning on your claim, you’ll need to tell us about what you’re claiming for, by selecting the relevant brand below.
You’ll need to tell us your rego, make and model to complete to form.
It’s also helpful to have the following details at hand, but not essential to start the claim:
- Your policy number - this is on your policy documents
- Any photos of the incident or damage
- Any details of the other vehicles / people involved
- Any witnesses.
Keep your claim number handy. Include it in the subject line of any emails you send us, so we can match it to your claim and avoid delays.
We’ll be in touch to confirm what happens next. Sometimes we can accept it right away but, if it’s more complex, or we’re handling a high volume, it may take a week or longer.
An assessor may have to check the damage. This helps us understand your claim better.
If your car is unable to be repaired, we may decide to write it off in which case we’ll be in contact to discuss details
Yes lodge a claim. We’ll take care of your claim and repair and work with any other parties involved so you don’t have to.
Let us know straightaway so we can get things started. When the Police report comes through you can send it to us or we can work with the Police directly if you have an incident number.
We always recommend letting your broker know if you make a claim. Your broker details will be on your policy documents, through our portal or we can provide them to you.
You can cancel your claim at any time. You may have to pay an excess if repairs have started. If you’d like to cancel your claim, contact our Claims team as soon as possible.
There are different options to find out what is covered by your policy.
Your policy wording and your policy schedule outline what is covered along with limits.
If you have a broker, they will be able to help you understand what is covered by your policy.
You can always lodge your claim and our team will let you know what is and isn’t covered by your policy.
Vero has a nationwide network of approved repairers, where you can get your vehicle repaired quickly and professionally. Our unique RepairNet system allows repairers to access your vehicle damage quickly via digital images—helping us to get your car back on the road faster.
Plus if you choose one of our approved repairers, you'll receive our Repair Guarantee which means their work is guaranteed for as long as you own the vehicle.
If you prefer to use your own repairer, we can work with you to arrange this.
Check our Repairer Locator to find a Vero Approved Repairer near you, it’s easy you can search by postcode, suburb or town.
It’s a good idea to remove any personal belongings from your vehicle. This ensures they’re not in the way for the repairer. It also saves you having to return to collect them if your vehicle is deemed ‘uneconomical to repair’ and towed.
A clean and tidy vehicle (both inside and out) makes it easier to identify all the damage and ensures high quality repairs.
Many Vero-approved repairers provide a courtesy or loan vehicle. If you require one, please check availability with your repairer and whether they charge for loan vehicle use. Always remember to bring your driver licence with you when collecting a courtesy or loan vehicle.
Once your vehicle is with the repairer, they will do an assessment of the damage, take photos and provide us with a quote for the repairs. Once the quote is approved, the repairer will book a suitable time with you to complete the repairs.
There can be several factors that will affect the time it takes for your vehicle to be repaired. For instance, it may depend on the extent of the damage, availability of parts, whether a courtesy or loan vehicle is required, and your repairer's schedule.
Our Home, Contents and Motor policies provide a personal liability benefit, which may cover you if you are legally liable for causing accidental bodily injury to others or accidental damage to their property in New Zealand.
If you are involved in an accident, it is important that you do not admit fault, but speak to us in the first instance.
See your policy wording for more details or contact our Claims team to find out what you’re covered for.
Our Home, Contents and Motor policies provide a personal liability benefit, which may cover you if you are legally liable for causing accidental bodily injury to others or accidental damage to their property in New Zealand.
If you are involved in an accident, it is important that you do not admit fault, but speak to us in the first instance.
See your policy wording for more details or contact our Claims team to find out what you’re covered for.
Establishing the value of your vehicle depends on the type of policy you have. If your vehicle is covered for Market Value we will arrange for a registered valuer to provide a fair value based on what it would have sold for immediately prior to the loss or damage.
If your vehicle is covered for an Agreed Value, the value is the Sum Insured as shown in your policy schedule. Please refer to your policy to understand what you are covered for or speak to our Claims team.
The value of the vehicle is compared to the cost to repair it. If the repair cost is higher than the value, the repair cost is referred to as “uneconomical”.
If the outcome of the repairer assessment is that the cost of the repairs is uneconomical, we may choose to "write off" your vehicle. This is also referred to as a "total loss".
In this situation we will pay you the value, less any deductions that may apply. The Claims consultant will contact you to explain this in more detail.
The value of the vehicle is compared to the cost to repair it. If the repair cost is higher than the value, the repair cost is referred to as “uneconomical”.
If the outcome of the repairer assessment is that the cost of the repairs is uneconomical, we may choose to "write off" your vehicle. This is also referred to as a "total loss".
In this situation we will pay you the value, less any deductions that may apply. The Claims consultant will contact you to explain this in more detail.
Depending on the claim, we may be able to deduct the excess from any monies owed to you. Contact us to talk through the options.
An excess applies to each and every claim, however we do try to recover costs from the responsible party if their details are known to us.
If we’re successful in the recovery, we’ll refund your excess if you’ve already paid it.
To ensure that we have the best chance of recovery, it is helpful if you can obtain a name, phone number, vehicle registration and insurance company of the person who has caused the damage.
