Help at hand

We appreciate that if you’re making a claim, it means you’ve gone through some sort of trouble or disaster, and need our help.


So to get your claim under way, please contact your broker who will guide you through the process. You should also check out our tips for making claims – they’re all simple things that can help you with damage and immediate repairs, and help the claims process run smoothly.


You'll find our claim forms here.


November 2016 Kaikoura Earthquake: For claim information relating to the Kaikoura Earthquake, you'll find more information here.


If you’re wanting to make a Marine claim, please see further information and instructions below.


Tips for making claims

You can help us ensure your claim is processed quickly and simply by:


Preventing damage

  • Do what you can to take care of your property and to prevent any further
     loss or damage.

  • NZI will reimburse you for any reasonable costs incurred in minimising further loss or damage in the event of a claim.

  • If you locate a water leak that’s either causing or has the potential to cause damage to your property, make sure it’s fixed immediately.

  • If carpets or floor coverings have any water damage or staining, contact Jae's on 0800 225 552 to arrange cleaning and drying. This will help to prevent further
    loss or damage.


Reporting loss or damage

  • Report any loss or damage to your broker immediately, including the potential for any claim. If you have difficulty getting in touch with your broker, please call NZI directly on 0800 2BROKER (0800 227 653).

  • Notify the police as soon as possible if you think the loss was caused
     by an illegal act.

  • Keep your receipts and proof of purchase in a safe place, as they may be required.

  • If possible, retain any damaged items in case we need to view them or obtain a report on the damage.


Car insurance claims

  • Keep the details of any other party involved in a motor vehicle accident, including name, address and vehicle registration number.

  • If you have a broken car window or windscreen, you can contact Novus on 0800
    20 35 35 or Smith & Smith on 0800 80 90 80 to arrange repairs immediately.
    In most instances you can claim for this with no effect on your policy.

  • NZI has a preferred repairer network for motor vehicle repairs. We’ll arrange for the damage to be assessed and repairs authorised once we’ve received notification of your claim and all the necessary information. Please discuss with your broker.


    Liability claims 

    Don't admit liability or enter into any settlement agreement without the prior consent of NZI. Make sure you contact your broker immediately to seek guidance on your claim.

    Commercial property claims 

    NZI has risk surveyors who can survey your premises and determine risk improvement areas to help protect your property. Reducing risk can help lower your premium, along with reducing the risk of your business being interrupted.


    Read about our NZI Risk Solutions programme.



    Marine claims

    Marine claims procedure

    You must send immediate notice of loss or damage to the NZI Marine claims department at, along with the relevant commercial documents.


    You must also give immediate notice in writing to third parties who may be liable for the loss or damage.


    It’s important that you act as a prudent uninsured and take all reasonable steps to mitigate or minimise your loss.


    Depending on the size of your loss, you might need to appoint a surveyor to inspect the damage and obtain further information. If so, please contact the company’s agents or the nearest local Lloyds surveyor


    Marine cargo claims 

    Don’t under any circumstances give clean receipt for goods in a doubtful condition, except under written protest.


    You must give notice to the carrier or third party within three days of delivery if loss is not apparent when you take delivery.


    If your loss is outside of New Zealand: please contact your nearest Lloyds agent.


    If your loss is within New Zealand: please email immediately and we’ll assist in appointing a surveyor for you.


    When you submit your claim, please provide the following documents to help us process the claim:

    • Insurance certificate(s)

    • Commercial documents (bills of lading/airway bill, commercial invoice, documentation relating to out-turn/receipt of goods)

    • Statement of claim

    • Copy of notice of claim to carrier

    • Photos where appropriate

    • Out-turn/de-vanning documents.


    Marine hull claims
    After an incident with your craft, you must give immediate notice to NZI Marine at


    It’s important that you act as a prudent uninsured and take all reasonable steps to minimise any further loss.


    You should also gather information about the incident, such as photos of the damage, details of any witnesses and any other evidence that will help you with your claim.

    Marine liability claims
    You must immediately notify your broker or NZI Marine at about any potential marine liability claim.


    All documents received from third parties who hold you liable for any loss or damage must be forwarded immediately to your broker or NZI Marine at Where possible, you should collect evidence to assist with your claim, such as witness statements, photos of damage.


    Don’t admit liability under any circumstances.


    Marine claim contacts
    You can email the NZI Marine claims department at:




    Black Water Contamination and Flooding

    In the event of a flood the aftermath can be devastating.


    NZI have developed guidelines to help you to manage the clean up after a flood event where there is potentially a risk of contamination. These guidelines will help you to prepare the information you need for your loss adjuster and will assist in the claims process.