Answering your questions about Covid-19

Yes, you can – please let your financial adviser, broker, or our insurance partner, Vero, know. We are processing claims and enquiries from across the lockdown period.
Please be patient when getting in touch - like all of New Zealand, we are experiencing some issues with calls connecting properly due to heavy traffic on mobile networks. You may experience a delay of up to 10 seconds as your call is connecting but please hold and we’ll be there to talk to you.

We want our customers to be able to access essential insurance services across the next four weeks. If your WOF expires during the lockdown period it would not impact the outcome of any claim you might make. Your car insurance will still be in place and effective as long as there isn’t an existing safety issue that would mean you would not get a WOF – like tyres needing to be replaced.
You’ll also be covered if you have an accident, again, so long as the accident isn’t a result of an existing safety issue.
We recommend anyone with a WOF expiring during the lockdown period gets their vehicle warranted as soon as practically possible once the lock down period ends, and we’d always advise customers to check their motor vehicle policy to understand our standard terms and conditions and how to make a claim.

If your driver’s license is expiring during the lockdown period, it would not impact the outcome of any claim you make if your vehicle were to be involved in an accident.
We’d recommend that you renew your driver’s licence as soon as practically possible when the lock down period ends

Any property claims affecting the health and safety of our customers will be prioritised, but site visits and repairs outside of this will be started once current COVID-19 restrictions ease.

We expect police will arrange tows from the scene for any vehicles involved in accidents during the national lockdown.
Where possible, we will assess vehicles remotely but we won’t be able to start repairs until the current restrictions ease.

While increasing your excess can help reduce your premium, your sum insured still needs to be accurate to ensure you are fully covered. We recommend talking with your financial adviser or broker to understand your options.

Please get in touch with your financial adviser, broker or our insurance partner Vero.
Depending on the time between cancelling and restarting your cover, the process can vary. If it’s a short timeframe, it’s relatively simple. A longer gap means we may need to treat your application as a brand-new policy.
If you do have any loss or damage to your vehicle/house/contents while the cover is cancelled, you won’t be able to make a claim.

Under the Government’s current COVID-19 Level 4 Alert, landlords can’t carry out on-site maintenance inspections.
Please be assured that if you need to make a claim on your tenanted property during the lockdown but haven’t been able to carry out a maintenance inspection, you won’t be penalized.
Please always check your tenants are healthy and free from COVID-19 symptoms ahead of completing any future property inspections.

Unfortunately, this isn’t covered by your insurance. Tenants still need to pay rent to their landlord during a current rental or lease agreement and/or while occupying the home.
As a landlord, you can choose to reduce or stop charging them rent, but your insurance policy won’t ‘top up’ changes in the amount of rent you receive.

Unfortunately, this isn’t covered by your insurance.
Tenants still need to pay rent to their landlord during a current rental or lease agreement, even if they can’t return to New Zealand.
As a landlord, you can choose to reduce or stop charging them rent, but your insurance policy won’t ‘top up’ changes in the amount of rent you receive.

We can continue to provide cover for your home and contents if you’re in this situation. Please let your financial adviser, broker, or our insurance partner, Vero, know as soon as you can, and keep in mind that your excess on claims increases while your home is unoccupied.