How to Make a Home Contents Insurance Claim
Making an insurance claim can feel overwhelming, especially after experiencing loss or damage to your belongings. This guide walks you through the entire claims process, from what to do immediately after an incident to submitting your claim and following up for payment.
When You Should Contact Your Insurer
You should contact your contents insurance provider immediately if you experience:
* Burglary or theft of your belongings
* Fire or smoke damage to your possessions
* Natural disaster damage (earthquake, flood, storm)
* Water damage from burst pipes or leaks
* Accidental damage to valuable items
* Malicious damage or vandalism
* Loss or damage while moving house
* Legal liability for damage to others’ property
* Any incident that may result in a claim
**Important:** Most policies require notification within 24-48 hours of incidents. Don’t wait—contact your insurer immediately when problems occur. For emergencies like fires or burglaries, call 111 first to ensure everyone’s safety and to get a police or fire service report.
#### Emergency Response: Your First Steps
Before making a formal claim, take these immediate actions if you experience:
* Burglary or theft – call Police (111 if in progress, 105 after the fact)
* Fire damage – call Fire Service (111), evacuate safely
* Water damage – turn off water supply, call emergency plumber
* Natural disaster – follow Civil Defence instructions, ensure safety
* Property damage – secure your home to prevent further loss
**What to Have Ready:**
* Policy number (on your certificate of insurance)
* Personal details and contact information
* Location and nature of incident
* Police or emergency service report number
* List of damaged/lost items (preliminary)
* Details of any emergency repairs made
Emergency response teams can help coordinate immediate security, arrange temporary accommodation if needed, and provide guidance on next steps. Contact your insurer as soon as it’s safe to do so.
#### Documentation: What You Need to Keep
Successful claims depend on thorough documentation. The more evidence you provide, the faster your claim processes.
For Theft and Burglary Claims
**Essential Documents:**
* Police report number and incident details
* List of all stolen items with descriptions
* Original purchase receipts where available
* Photos of items before theft (if you have them)
* Serial numbers for electronics and appliances
* Valuations for jewellery and high-value items
* Credit card or bank statements showing purchases
* Proof of ownership (warranty cards, instruction manuals)
* Photos of any damage caused during break-in
* Evidence of forced entry (photos of damaged locks, windows)
**Pro Tip:** Keep digital copies of receipts and photos of valuable items in cloud storage. This ensures you have proof even if originals are stolen.
#### For Fire or Smoke Damage Claims
**Essential Documents:**
* Fire Service incident report number
* Photos of all damaged items and property
* List of destroyed items with replacement values
* Purchase receipts for replaceable items
* Valuations for irreplaceable items
* Evidence of smoke damage (photos)
* Receipts for emergency accommodation
* Receipts for emergency purchases (clothing, toiletries)
* Inventory of salvageable vs. destroyed items
**Pro Tip:** Don’t throw away damaged items until your insurer has assessed them. They may want to inspect or salvage parts.
For Natural Disaster Claims
**Essential Documents:**
* Photos/videos of all damage before any cleanup
* List of all damaged items room by room
* Purchase receipts or proof of ownership
* Estimates for professional cleaning or repairs
* Receipts for emergency temporary accommodation
* Receipts for emergency purchases
* Evidence of damage (photos from multiple angles)
* Civil Defence or council notices if evacuated
* Communication from authorities about the event
**Pro Tip:** In New Zealand, you may have Natural Hazards Cover (NHCover) through the Natural Hazards Commission. Your insurer will coordinate this for you.
For Accidental Damage Claims
**Essential Documents:**
* Photos of damaged items showing extent of damage
* Purchase receipts for the damaged items
* Repair quotes (get at least two if possible)
* Description of how accident occurred
* Date and time of incident
* Witness statements if applicable
* Evidence item cannot be repaired economically
**Pro Tip:** Not all policies automatically cover accidental damage—check your policy wording. If covered, even minor accidents like dropping a laptop or spilling wine on carpet may be claimable.
#### For Water Damage Claims
**Essential Documents:**
* Plumber’s report identifying source of water
* Photos of water damage to contents
* List of all affected items
* Purchase receipts for damaged items
* Professional cleaning quotes
* Repair/replacement quotes
* Evidence of gradual vs. sudden damage
* Receipts for emergency plumbing repairs
**Pro Tip:** Take photos showing water source and affected areas before any cleanup. Document water levels with a ruler in photos if possible.
#### For Temporary Accommodation Claims
**Essential Documents:**
* Receipts for accommodation costs
* Booking confirmations
* Receipts for pet boarding (if covered)
* Receipts for storage of undamaged contents
* Receipts for moving costs
* Food receipts (if applicable under policy)
* Evidence your home was uninhabitable
* Communication with insurer authorizing temporary accommodation
**Pro Tip:** Contact your insurer before booking accommodation. Many policies have limits on daily rates or total amounts, and pre-approval helps ensure your costs are covered.
### Step-by-Step Claims Process
#### Step 1: Notify Your Insurer Promptly
Contact your insurer as soon as possible after an incident occurs. Requirements vary, but most policies require:
* Theft/burglary: Notify within 24-48 hours
* Fire damage: Notify immediately
* Natural disasters: As soon as safe to do so
* Other damage: Within 30 days of incident
**How to Notify:**
* Phone claims line (available 24/7 for most insurers)
* Online claims portal
* Mobile app (if available)
* Email claims department
* Through your insurance broker (if applicable)
Provide basic details: policy number, what happened, when it occurred, and approximate claim value.
#### Step 2: Gather All Supporting Documentation
Collect every document that supports your claim:
* Receipts for all expenses
* Police or emergency service reports
* Photos and videos of damage
* Purchase receipts
* Written confirmations
* Proof of payment
* Valuations or appraisals
**Organization Tips:**
* Keep documents in chronological order
* Label everything clearly
* Make copies before submitting
* Scan documents as backup
* Create a checklist to ensure nothing is missed
#### Step 3: Complete the Claim Form
Most insurers provide claim forms online or by post.
**Completing Your Form:**
* Answer all questions fully and accurately
* Provide detailed explanations of circumstances
* List all expenses with dates and amounts
* Sign and date where required
* Include policy number on every page
* Keep a copy for your records
**Common Mistakes to Avoid:**
* Incomplete information
* Missing signatures
* Incorrect policy details
* Vague descriptions
* No supporting evidence
* Illegible handwriting (type if possible)
#### Step 4: Submit Your Claim
**Submission Methods:**
* Online claims portal (fastest)
* Email with scanned documents
* Post with certified copies
* Mobile app upload
* Through your broker
**What to Submit:**
* Completed claim form
* All supporting documentation
* Photos and videos
* Any additional evidence
**Never submit original documents unless specifically required.** Send certified copies or scans. Keep originals safely stored.
#### Step 5: Confirmation and Reference Number
After submission, you should receive:
* Claim reference number
* Confirmation of receipt
* Expected processing timeframe
* Contact details for queries
* Any additional information required
**Save this information.** You’ll need the reference number for all future correspondence.
#### Step 6: Follow Up
**Expected Timeframes:**
* Acknowledgment: 2-5 business days
* Straightforward claims: 10-20 business days
* Complex claims: 20-40 business days
* Natural disaster claims: May take longer due to volume
**When to Follow Up:**
* If no acknowledgment within 5 days
* If no update within stated timeframe
* If requested additional information
* If claim status seems delayed
**How to Follow Up:**
* Quote your claim reference number
* Be polite but persistent
* Keep records of all communications
* Request written updates
* Escalate if necessary
### Common Reasons Claims Are Declined
Understanding why claims fail helps you avoid these issues:
#### Non-Disclosure or Misrepresentation
**Issue:** Not declaring accurate information when taking out policy or making claim.
**Result:** Entire claim voided, potentially policy cancelled.
**How to Avoid:** Always be completely honest. Disclose all material facts. Update insurer when circumstances change.
#### Policy Exclusions
**Issue:** Claiming for something specifically excluded by policy terms.
**Result:** Claim denied as not covered.
**How to Avoid:** Read policy wording carefully before purchase. Understand what’s excluded. Don’t assume coverage—verify.
Insufficient Evidence
**Issue:** Unable to provide required documentation to support claim.
**Result:** Claim denied due to lack of proof.
**How to Avoid:** Keep every receipt, report, and document. Photograph everything. Request written confirmations immediately.
#### Late Notification
**Issue:** Reporting claim outside policy timeframes.
**Result:** Claim denied for breach of policy conditions.
**How to Avoid:** Contact insurer immediately when incidents occur. Don’t wait until circumstances stabilize.
#### Underinsurance
**Issue:** Sum insured is less than total value of contents.
**Result:** Payout reduced proportionally (average clause applied).
**How to Avoid:** Use contents calculator to determine accurate sum insured. Review annually. Update when you acquire valuable items.
#### Inaccurate Information
**Issue:** Providing false or misleading information on claim form.
**Result:** Claim denied and possible policy cancellation.
**How to Avoid:** Be completely honest. If unsure about details, say so. Never exaggerate or fabricate.
### If Your Claim Is Declined
A declined claim isn’t necessarily final. You have options:
#### Step 1: Request Detailed Explanation
Ask your insurer for:
* Written explanation of decline reasons
* Specific policy clauses referenced
* What evidence was considered
* What additional information might change decision
Understanding the exact reason helps you determine if appeal is worthwhile.
#### Step 2: Review Your Policy
Carefully read:
* Relevant policy sections
* Terms and conditions
* Exclusions and limitations
* Your policy schedule
Verify whether the insurer’s interpretation is correct. Look for ambiguities that might support your position.
#### Step 3: Gather Additional Evidence
Obtain:
* Additional proof of purchase
* Alternative valuations
* Expert reports
* Witness statements
* Any evidence insurer may have overlooked
#### Step 4: Submit Formal Appeal
Most insurers have internal complaints processes:
**Include in Your Appeal:**
* Claim reference number
* Clear explanation of why you disagree
* Additional supporting evidence
* Reference to policy terms supporting your position
* Professional and factual tone
**Set reasonable deadlines for response** (typically 14-21 days).
#### Step 5: External Dispute Resolution
If internal appeals fail, contact:
**Insurance & Financial Services Ombudsman Scheme (IFSO)**
* Free, independent dispute resolution
* Investigates complaints fairly
* Binding decisions on insurers up to certain limits
* No cost to you
**Website:** [www.ifso.nz](http://www.ifso.nz)
**Phone:** 0800 888 202
**Financial Services Complaints Ltd (FSCL)**
* Alternative dispute resolution scheme
* Similar free service
* Used by insurers not in IFSO
**Website:** [www.fscl.org.nz](http://www.fscl.org.nz)
**Phone:** 0800 347 257
**When to Contact:**
* After exhausting insurer’s complaints process
* Within timeframes specified by scheme
* With full documentation of complaint
#### Step 6: Legal Action
If dispute resolution fails and claim value justifies it:
* Consult insurance lawyer
* Consider Disputes Tribunal (claims under $30,000)
* Evaluate costs vs potential recovery
* Understand that legal action is time-consuming
**Most claims resolve before reaching this stage.**
Tips for Successful Claims
Before You Need to Claim
**1. Understand Your Policy**
* Read policy wording thoroughly
* Know what’s covered and excluded
* Understand claim procedures
* Note emergency contact numbers
**2. Keep Good Records**
* Store receipts digitally (cloud storage)
* Photograph valuable items
* Keep serial numbers and model details
* Maintain updated home inventory
* Store important documents safely
**3. Maintain Your Sum Insured**
* Use contents calculator annually
* Update when buying expensive items
* Review after life changes
* Don’t underinsure to save premium
When Making a Claim
**1. Document Everything**
* Photograph receipts immediately
* Request written confirmations
* Keep all paperwork organized
* Take photos of damage/loss
* Note dates, times, and names
**2. Act Quickly**
* Contact insurer immediately
* Get police reports promptly
* Secure property quickly
* Start documentation immediately
**3. Communicate with Insurer**
* Report incidents immediately
* Keep insurer updated on situation
* Follow their advice
* Document all conversations
After Your Claim
**1. Submit Claims Promptly**
* Don’t delay submission
* Ensure forms complete
* Include all documentation
* Keep copies of everything
* Track submission
**2. Respond Quickly**
* Reply to insurer requests immediately
* Provide additional information promptly
* Check email and phone regularly
* Meet all deadlines
**3. Keep Records**
* Maintain file of all claim documents
* Note dates of all communications
* Save emails and letters
* Track claim progress
* Document timeframes
Frequently Asked Questions
**How long does claims processing take?**
Straightforward claims typically process within 10-20 business days. Complex claims requiring assessor visits or specialist reports may take 20-60 days. Natural disaster claims may take longer due to volume. Your insurer should provide expected timeframes when acknowledging your claim.
**Do I need to pay the excess immediately?**
No. The excess is deducted from your claim settlement. For example, if your claim is worth $5,000 and your excess is $500, you’ll receive $4,500. You don’t pay the excess separately.
**What if I don’t have receipts?**
While receipts are ideal, other evidence can work: bank/credit card statements, photos of items before loss, valuations, warranty documents, user manuals, or Trade Me purchase confirmations. Be creative with proof of ownership.
**Can I claim if items were stolen from my car?**
Generally, no. Contents insurance typically covers items in your home, not in vehicles. Items stolen from vehicles may be covered under your car insurance. Check both policies.
**Are my belongings covered when I move house?**
Most policies provide limited cover during moves, usually for 14 days and only for specific events (fire, collision). Check your policy. Some insurers require notification of your move.
**Will making a claim increase my premium?**
Possibly. Insurers consider your claims history when calculating premiums. However, one claim doesn’t necessarily mean large increases. Shop around at renewal to get best price.
**What if I’m underinsured?**
If your contents are worth more than your sum insured, insurers may apply “average” (proportionate reduction). Always insure for full replacement value.
**Can I claim for items damaged while being cleaned or repaired?**
This depends on your policy and what caused damage. Accidental damage cover might include this, but exclusions often apply. Check your policy wording or call your insurer.
Need Help With Your Claim?
**Our Claims Support:**
While we don’t handle claims directly (your insurer does), we can help:
* Guide you on documentation required
* Explain policy wording
* Advocate with insurers on your behalf
* Assist with appeals if claims declined
* Connect you with dispute resolution services
**Contact Your Claims Team:**
* **Phone:** Based on your insurer there will be a claims phone number on your policy documents. Typically open Monday-Friday 8:30am-5:30pm
* **Email:** Your policy will also detail an email address or main claims department email information.
* **Live Chat:** Available on various underwriters websites.
**Remember:** We’re your advocate. If you’re struggling with your claim, experiencing delays, or facing a decline, contact us. We work for you, not the insurers.
Important Reminders
* **Act Fast:** Contact insurers immediately when incidents occur
* **Document Everything:** Photos, receipts, reports—keep it all
* **Be Honest:** Accurate information is essential
* **Follow Procedures:** Comply with all policy requirements
* **Keep Copies:** Never submit originals without keeping copies
* **Stay Organized:** Systematic documentation speeds processing
* **Ask Questions:** If unsure, contact insurer for clarification
* **Be Patient:** Quality assessment takes time
* **Seek Help:** Contact us if you need assistance
Making a successful claim requires attention to detail, prompt action, and thorough documentation. By following this guide and keeping comprehensive records, you maximize your chances of quick, fair claim settlement. Your home contents insurance documentation details all of the respective claims department contact details so please refer to those.
You can always contact us and we will do our best to assist where applicable.