North Island floods and Cyclone Gabrielle

In early 2023 the Auckland floods and Cyclone Gabrielle caused significant damage around the North Island and generated a 402% spike in insurance claims. If you have a claim relating to these events, here are a few things to be aware of.

  • Delays are common after events like this because of the large number of claims. Insurers usually deal with the most urgent cases and those most in need as a priority.
  • Tell your insurer if you have vulnerable circumstances which should be taken into account. Insurers are required to identify and respond to customers on this basis.
  • Your insurer should keep you up-to-date with what’s going on. They have a responsibility to update you every 20 business days, or another agreed time interval, until your claim is resolved.
  • Some things are outside your insurers control, for example if there are decisions to be made about whether your house can be rebuilt in the same location. The high demand for assessors, tradies and related materials is causing delays also.
  • Make contact with your insurer online or via email. Try to avoid very busy phone lines if possible. Update with your insurer of any changes to your situation (always providing your claim number in any correspondence).
  • Check whether temporary accommodation cover is offered under your policy, how long this is provided for and when it will run out. Talk to your insurer if your cover is running out to find out your options.
  • Get help with your claim
    The New Zealand Claims Resolution Service (NZCRS) provides support to homeowners with insurance claims after natural disasters to help them avoid disputes, resolve issues and ensure claims are settled in a timely manner. They can take the lead on coordinating with all agencies involved in your claim, to ensure a streamlined resolution process. If you need help with your home insurance claim, get more information here:
  • Still have an issue?
    The IFSO Scheme provides a free service to consumers who have complaints about their insurers – call 0800 888 202 or make an enquiry or complaint.