Insurance providers and industry authorities in New Zealand have released updated claims guidance in response to the recent series of severe weather events that affected multiple regions in October.
The information aims to assist insurance professionals and policyholders in managing claims efficiently and safely in the aftermath of storms, wind damage, and fires.
Willis Towers Watson (WTW) has advised its clients to focus on safety before addressing property damage.
According to WTW, clients should first ensure the well-being of everyone on the premises before beginning any assessment or repairs.
The company recommends that policyholders contact their broker or Willis Claims immediately after an incident occurs, and, if necessary, reach out to qualified service providers such as builders or electricians to prevent further damage and make the site safe for access.
WTW notes that expenses for urgent repairs are typically covered under policy terms, provided that the damage and repairs are well documented with photographs and receipts.
The guidance also suggests that clients designate a single representative to communicate with insurers, loss adjusters, and third-party contractors throughout the claims process.
When submitting a claim, policyholders are encouraged to set up a dedicated cost code for the incident, gather all relevant documentation, and provide timely updates to their broker.
Early estimates of the total loss can help insurers allocate resources and support more effectively.
For complex claims, WTW recommends considering support from their Forensic Accounting & Complex Claims team.
During the claims assessment stage, policyholders should cooperate with professionals appointed by the insurer, such as loss adjusters and tradespeople, and provide access for property inspections. Maintaining a record of all communications, expenses, and business impacts is also advised.
Following the October storms, IAG NZ brands including AMI, State, and NZI have reported a marked increase in claims submissions.
As of Oct. 29, more than 3,300 claims had been filed, spanning home, contents, motor, and commercial insurance.
The majority of claims were attributed to wind-related damage in Southland, Otago, Canterbury, and Wellington.
Southland saw 1,129 claims, Otago 615, Canterbury 481, and Wellington 504, with other regions accounting for 566 additional claims.
Notable incidents included fires at Whangarei Hospital and in Kaikoura, resulting in a combined total of 12 claims.
Wind damage was the predominant issue, with reports of broken windows, damaged roofs, and fallen trees. One claim involved a large water tank that was displaced by wind and caused further property loss.
Stephannie Ferris, executive general manager claims for AMI, State, and NZI, advised policyholders to prioritise safety and only document damage when it is safe to do so.
“While photos are always helpful, they should only be taken when it is safe to do so. Storms and fires can be incredibly difficult for families, and it’s important to prioritise your safety and then give us a call when you’re somewhere safe,” she said.
Customers with AMI and State can submit claims online or by phone, while NZI policyholders are directed to contact their broker.
Insurers also indicated that claims involving land damage will be coordinated with the Natural Hazards Commission (NHC).
The Insurance & Financial Services Ombudsman Scheme (IFSO Scheme) has also provided recommendations in the wake of the storms, which prompted a state of emergency in Canterbury and caused widespread power outages.
Karen Stevens, Insurance & Financial Services Ombudsman, highlighted the importance of safety and thorough documentation.
“High winds can create chaos very quickly – from smashed windows and damaged roofs to fallen trees and power surges,” she said. “When it’s safe, and only when it’s safe, it’s important to take sensible make‑safe steps to prevent further loss. It’s also important to document all damage, and talk to your insurer early so your claim gets off to a smooth start.”
The IFSO Scheme advises policyholders to avoid hazardous areas, contact their insurer as soon as possible, and only carry out emergency repairs that are necessary to prevent further loss.
All damage should be recorded with photos or video, and receipts for repairs should be kept.
Policyholders are also encouraged to check their policy wording for coverage details, especially regarding power surges and electrical appliances.
Stevens added: “If in doubt, ask – there are no silly questions when you’re trying to understand your policy and what you should do next.”
