Life is full of surprises – both good and bad.
We’ve designed our general claim process to be fast and easy, so we can sort things out for you straight away when things go pear-shaped.
Our simple claim process steps:
1
- Contact your broker or adviser if you have one. We will work with them to ensure your claim gets processed as quickly as possible.
- Make a claim online
- Download and complete our House and Contents Claim Form then email it to newclaims@vero.co.nz.
- Alternatively you can call us to make a claim.
2
We’ll review the details of your claim against your policy to see how we can help. We’ll get in touch if we need more information and to talk about what you need to do next, how much excess you need to pay, and how you can pay it.
3
If we accept your claim, we’ll get quotes from our suppliers usually within 24 hrs. If we can’t source replacement items, we’ll work with you and our suppliers to find similar items. We pay out claims through purchase orders, but if you’re not covered for replacement then we can do a cash settlement of the agreed market value by direct credit.
4
If an item needs to be replaced, we’ll get it delivered to you. If something needs fixing, we’ll transfer money to your bank account so you can organise repairs when it suits you.
5
Hopefully the stressful part is now over. Using your information, we’ll work hard to put things right as fast as we can. We’ll be in touch so you know what’s happening at every step of the way.
Things to do before you make a claim
When it comes to damaged or stolen property, we want to help you get back on your feet as quickly as possible.
Here are some things you can do to help make the claim process go smoothly:
- Act quickly! Unplug or power off electrical and digital items if it’s safe to do so. Do everything you can to stop any further damage or loss.
- Report any theft to the police within 24 hrs.
- Make a list of your damaged or stolen items. And don’t throw anything out – we might need to have a look.
- Find any receipts or photos you might have.
- Take photos of damaged goods.
- Talk to your Vero broker and let them know what happened.
Important information you need to file a claim
Filing a claim shouldn’t be a complicated process, but the more information you have on hand, the easier it can be.
Here’s a list of documents we might ask you for:
1
Your customer number if you have it.
2
Your Vero Policy number.
3
Your claim reference number should this be available.
4
Proof of purchase of lost, damaged or stolen items (can be receipts, photos, or invoices).
5
A detailed report about what caused the damage.
6
Photos of any damaged items (including stickers on items such as TVs and appliances that show the make and model).
7
A copy of your Police report (if you’ve filed one).
Document PDFHouse and Contents Claim online Form
Document PDFHouse and Contents Claim Form
Our claims promise
We know that claim time can be particularly stressful for customers. Our claims teams aim to settle straightforward claims immediately.
If your claim is a bit more complicated, we’ll work with you and your broker or adviser to ensure your claim gets processed as quickly and efficiently as possible. Either way, we promise to treat all our customers fairly.
We’d love to hear your feedback, whether it’s good or bad. Give us feedback or make a claims complaint.
We are a member of the Insurance Council of NZ and adhere to the Fair Insurance Code, which provides you with assurance that we have high standards of service to our customers.
