Car & Vehicle Claims FAQ

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 are successful in the recovery, we will refund any excess paid by you.

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.

Vero has a nationwide network of approved repairers, where you can get your vehicle repaired quickly and professionally. 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. Check our Repairer Locator to find one near you.

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

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". We will determine the value of the vehicle. We will pay you the value less any applicable deductions such as the excess. The Claims consultant will contact you to explain this in more detail.

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.

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.

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.

If we're able to, we can accept your claim when you first notify us, however if we need further information from you, we'll let you know.

You can cancel your claim at any time. You may have to pay an excess if repairs have started. Please contact our Claims team as soon as possible.