Making an insurance claim

Our insurance partners have dedicated claims teams available 24/7 to help with insurance claims.

Home, contents, landlord, car, boat, and leisure vehicle insurance claims are managed by our insurance partner, IAG.

Travel insurance claims are managed by Zurich and can be made through Zurich’s claims portal.

Making a claim with IAG

Home, contents, landlord, or car insurance claims can be made either online or by calling the team at IAG.

For boat, motorbike, motorhome, caravan, or other leisure vehicle insurance claims, you’ll need to call the IAG claims team.

Online

Submitting a claim online should take about 10 minutes to complete. Your claim will be reviewed by the claims team at IAG.

Start your claim

By phone

Call the IAG claims team and give them full details about your claim. They will then submit this for you. The team is available Mon-Fri, 8am-6pm.

Call 0800 248 888

Disaster Claims Hub

IAG provides an online hub with important information on how to make a claim following a natural disaster.

The hub also has a wide range of information on how to prepare, stay safe and recover from a natural disaster.

Visit the IAG Disaster Claims Hub

Claims checklist

Here’s some information the IAG team will need from you to help process your claim as quickly as possible.

Car insurance claims

  • What damage or loss has occurred
  • When, where, and how it happened
  • Driver licence numbers and contact details of any other people involved
  • If your vehicle is safe to drive
  • Your policy number and police report if you have one

Note: If you’ve just been in an accident and need an urgent tow, call the IAG claims team on 0800 248 888.

Home insurance claims

  • What damage or loss has occurred
  • Details about what caused it or how it happened
  • When it happened
  • Steps you’ve taken to prevent further damage, if applicable

Note: If you experience loss or damage to your home (or rental home) and contents, even if they’re under the same policy number, you’ll need to submit two separate claims - one for home, and one for contents.

Contents insurance claims

  • What damage or loss has occurred
  • When, where, and how it happened
  • Steps you’ve taken to prevent further loss or damage, if applicable
  • For items you’re making a claim on, include:
    • the value of the items
    • up-to-date valuations may be needed for valuable items such as jewellery or artwork
    • details of finance on any items (if applicable)
    • the age of the items
    • approximately where and when you bought the items.

Claims approvals

Once you’ve lodged your claim, the IAG claims team will review all the information as quickly as possible and contact you within two business days.

If your claim is approved, the IAG team will arrange for the loss or damages to be repaired, rebuilt, or replaced. If you have an excess on your policy, they’ll typically ask you to pay the excess directly to the agreed repairer or supplier.

Making a travel insurance claim with Zurich

It’s important to keep receipts, bank statements, emails or other proof of your eligibility for travel insurance. If you make a claim, Zurich will need to see these original documents.

You can make a claim 24/7 using Zurich’s online claims portal. If you use the portal, the team will:

  • acknowledge your claim by email within 24 hours of receiving it
  • assign a Claims Examiner to assess your claim
  • pay a covered claim within ten working days of receiving your claims form and supporting documentation
  • ensure a decision maker is available to respond when needed.

You can also make a claim by downloading and completing a claim form, and posting or emailing it to the team at Zurich.

Get in touch

Boat & leisure vehicle insurance

Call the IAG claims team on 0800 248 888 Mon-Fri, 8am-6pm.

Travel insurance

Call the BNZ travel team 24/7 at Zurich on 0800 269 872 and choose option 1.

IAG New Zealand Limited (IAG) provides and underwrites certain general insurance policies to customers who are referred to IAG by Bank of New Zealand (BNZ). If you purchase one of these insurance policies following a referral by BNZ, IAG will pay BNZ commissions and other fees. BNZ personnel are not personally paid a commission or incentivised for referring customers to IAG. BNZ does not underwrite these insurance policies, is not an agent of IAG, and does not guarantee the obligations of IAG or any of its related entities. Full details of cover and a copy of your policy document are available on our website or on request from IAG at 0800 808 618.

The IAG claims portal is owned and managed by IAG for the purposes of delivering IAG Insurance claim services. BNZ does not have access to this portal, does not collect any personal information via this portal and has no liability in relation to this portal. More information on the IAG Privacy policy can be found on the IAG claims portal. For the specific purposes of Home, Contents, Landlord, Car, Boat and Leisure vehicles insurance, IAG may provide BNZ with personal information about your insurance, including claim declines, policy cancellations, information about the status of your policy, or other information about your circumstances. BNZ will use this information in accordance with its Master Privacy Policy, including to manage its relationship with you, assist you to manage your policies or, where relevant, manage the risk of fraud.

BNZ Advantage Visa Platinum and BNZ Advantage 35 Day Visa Business Credit Card International Travel Insurance (‘Insurance’) are subject to the eligibility and activation criteria, and the terms, limits, sub-limits, conditions, and exclusions contained in the policy documents. Read these policy documents to make sure that the Insurance meets your needs.

The Insurance is provided to BNZ Advantage Visa Platinum and BNZ Advantage Visa Business credit cardholders by Zurich Australian Insurance Limited, incorporated in Australia, ACN 000 296 640, trading as Zurich New Zealand (‘Zurich’) under an agreement with BNZ. BNZ does not underwrite the Insurance, is not an agent of Zurich New Zealand, and does not guarantee the obligations of Zurich New Zealand. You can apply to purchase optional cover for Mature Traveller Medical Cover for over 75’s, trip duration extensions, pre-existing medical conditions, snow sports, multi-night cruise and high value items. Additional premiums apply. Refer to the policy documents for further information. Visit the BNZ travel website to check your cover eligibility.

The travel insurance portal and online claims portal is owned and managed by Zurich New Zealand for the purposes only of delivering Zurich New Zealand Insurance services. BNZ does not have access to the portal, does not collect any personal information via the portal and has no liability in relation to this portal. By providing your personal information to Zurich New Zealand, and/or by proceeding to submit your claim with Zurich New Zealand, you agree with this statement, and consent to the collection and processing of your personal information as described in Zurich New Zealand’s Privacy Policy statement at www.zurich.co.nz/important-information/privacy.

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