Lodging your claim
What happens after I lodge my claim?
After you lodge a claim, it will be referred to a repairer who will contact you to schedule as assessment date.
Haven’t heard from anyone to book an assessment yet?
Our repairers will attempt to make contact with customers for all existing claims. If the repairer is been unable to get hold of you, or you still have not scheduled in an assessment, please contact the repairer to schedule an assessment. If you do not know who your repairer is, please call our claims team on 0800 HAILST.
What happens at assessment?
When you attend the assessment, the repairer will confirm whether the vehicle needs repair, and if required they will book your vehicle in for repair with you at this time. They will also discuss timeframes for your repair. If you have had your vehicle assessed but a repair time has not been booked, please contact your repairer to book your vehicle in. Your assessment will only take five to ten minutes.
Repairing your vehicle
How are repairs booked?
When you attend the assessment, the repairer will book your vehicle in for repair. If you have had your vehicle assessed but a repair time has not been booked, please contact your repairer to book your vehicle in. They will schedule a time that is convenient for you while taking account of other bookings and availability of parts
Want to use your own repairer?
Your repairs are guaranteed if they are carried out by one of our Approved Repairers. You may choose another repairer, but the repairs may not be guaranteed. In this case we would get the damage assessed and would pay you the amount it would cost us to repair your vehicle through our approved suppliers, minus any excess. You may need to provide proof that the repairs have been completed for us to provide full insurance cover on the vehicle going forward.
What happens if the vehicle is not economical to repair?
If the vehicle is assessed and is not economical to repair the assessor will advise you at the time of assessment and our claims team will be in touch following the assessment to discuss options for settlement with you. You will need to agree to a date to release the vehicle to us. You may wish to discuss deferring settlement to give you time to find a new vehicle. Our claims team will also discuss your insurance cover with you while you continue to drive the vehicle. During this time, we will cover you for liability if you damage another vehicle, but there will be no further coverage on your vehicle as it has already been assessed an uneconomic to repair.
What do I do if I think my car is unsafe?
If you think your vehicle is unsafe or can’t be driven, we will treat your case as a priority. As a guide, if your windscreen is broken then it is considered unsafe. Do not drive your vehicle if you think it is unsafe. Let us know if this is the case immediately via 0800 HAILST.
How long will it take to repair my vehicle?
Once your vehicle is booked for repair the time it takes to repair your vehicle will depend on the extent of the damage. This will be explained by the repairer at assessment.
What is Paintless Dent Repair?
- In the 1980s, prestige car manufacturers were looking for a way to repair small dents that occurred during manufacture and delivery
- That system is now available in New Zealand and around the world, no matter what kind of car has been damaged
- While there are a variety of techniques, they all involve leveraging or easing the dent back into its original shape
- This gentle process means the dent can be removed without damaging paintwork or the need for a respray
- So, you can get your car back looking the way it did before the dent occurred
- The process is also quick, so when you are dealing with events like the Timaru hail storm, it allows repairers to get vehicles back to customers faster
- The process does not damage the paint of vehicles and repairs can be done in days rather than weeks, particularly when hail damage is involved
- It’s best used for small dents such as hail damage and when paintwork hasn’t been damaged
- The before and after images below show the effectiveness of Paintless Dent Repair:
Fig.1 - A car damaged in the 2019 Timaru Hailstorm
Fig.2 - The same car after hail repairs completed
When do I pay my excess?
You do not need to pay anything up front. Any excess will be either paid at the time of repair to the repairer or, in the case of a cash settlement, the excess will be deducted off your settlement. To find out more about your excess please check your policy schedule and wording.
How do I contact my repairer?
The contact details of our approved repairers for the South Canterbury Hailstorm follow. If your vehicle has not yet been assessed, or if you do not know who your repairer is, please call our dedicated team on 0800 HAILST.
Timaru: 37 Treneglos Street, Washdyke
Ashburton: 104 South Street
Christchurch: 137 Antigua Street
Phone: 0800 Dented (0800 336 833)
Timaru: 26A Washdyke flat Road
Phone: 0800 003 581
What is the process for my pleasure craft claim?
Once you’ve lodged your claim we will be in touch to arrange and complete assessment of the damage to your pleasure craft. Once the assessment has been completed we will discuss the timeframe, the scope of the required repairs, settlement options and next steps with you. If your pleasure craft is being repaired, please contact the repairer with any questions related to the progress of your repairs.
What is the process for my business assets claim?
Once you’ve lodged your claim we will be in touch to arrange and complete assessment of the damage to your business assets. Once the assessment has been completed we will discuss the timeframe, the scope of the required repairs, settlement options and next steps with you. If your business assets are being repaired, please contact the repairer with any questions related to the progress of your repairs.
What is the process for my contents claim?
Once you’ve lodged your contents claim we will require an itemised list of the damaged contents along with proof of damage and ownership and replacement or repair costs. Once we have this we will arrange for replacement or cash settlement depending on the nature of the contents, and your policy wording. If you have any questions about your claim or how it is progressing please give our claims team a call on 0800 HAILST.