General claims FAQs

Your safety comes first. Make sure you, your family and your pets are safe and secure before doing anything else.

It's a good idea to take photos if you are able.

The sooner you contact us the sooner we can help. Contact us as soon as you can and we will get your claim underway.

Your policy wording details your insurance cover including any exclusions you need to be aware of.  Your policy schedule will also help you understand what excess may apply.  If you have any further queries, contact our Claims team.

You can call our Claims Team to make your claim. If you're insured through a broker you may want to contact them directly. If it's an emergency and you need to call after-hours, our emergency assistance team will be there to help. Find our contact details here.

Your excess is the amount you will contribute to the claim cost. You can find your excess information on your policy wording and schedule. Excess amounts may vary depending on the claim.

You may be required to pay this to Vero by credit card or bank transfer or directly to a repairer or supplier. Alternatively we may deduct the excess from any monies owed to you.

We will advise you about the excess amount and how to pay it during your claim. If you have any queries or concerns our consultants will help you.

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 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, address and insurance company of the person who has caused the damage.

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.

Many policies offer a discount if you do not make a claim, therefore if you make a claim you may lose that discount.

Please check your policy for details or call our Customer Service team who can check for you.

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.