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Claims

Earthquake and other natural disaster claims 

In the event of an earthquake, volcanic eruption, natural landslip, tsunami or hydrothermal activity, the Earthquake Commission (EQC), provides natural disaster insurance for residential homes and some of the land within defined limits. This insurance is called EQCover and you need to have home insurance to access it.

We've put together some frequently asked questions about insurance cover and claims following a natural disaster. We make every effort to keep this information up to date, but recommend you check the EQC website for the latest information on this cover.    

Who do I contact for residential home and land claims?

From 30 June 2021, the Earthquake Commission (EQC) and most private insurers have a new partnership that will provide an improved and collaborated approach to natural disaster claims.

Under the new Natural Disaster Response Model, you will only need to lodge a claim with your private insurer and they will manage the claim including the EQCover portion. 

The claims contact information for each private insurer is below but in instances where you are unsure who provides your residential insurance, please contact our claims team.  

  • NZI and Onesurance policy holders – 0800 666 863
  • Vero – 0800 252 461
  • Ando – 0800 567 333
  • Chubb – 09 377 1459

For all other insurers, you will need to contact the EQC by:

  • completing the EQC online claim form or
  • calling the EQC on 0800 DAMAGE (0800 326 243) or +64 978 6400 if calling from overseas.
How much time do I have to make a claim with the EQC?

You have 2 years from when the damage occurred, but we suggest you make a claim soon after an event.

Who do I contact for residential contents claims?

For residential contents insurance claims, please contact our claims team.  

If I make emergency repairs or clean up my home will it impact my claim?

You are able to secure your property and make temporary repairs for safety or to prevent further damage or discomfort. 

  • Get essential services like toilets and water systems repaired immediately, but make sure you keep everything the repairer replaces, and keep a copy of the bill. 
  • Clean up spillages or crockery and glass breakages, but don't throw away anything not perishable.
  • List any perishable items before you dispose of them.  
  • Remove water-damaged property – the sooner it is out, the drier your premises will be (especially true for carpets).

If possible, take photos before moving and repairing anything. This will help to assess the amount of damage.

What should I do if my home is uninhabitable? 

If you are unable to live in your home, please contact our claims team. 

Who do I contact for motor vehicle, trailers or boat claims?

The EQC does not cover motor vehicles, trailers or boats. To report a claim under your policy, please contact our claims team.

Does EQC cover businesses?

The EQC does not provide cover for commercial buildings. If you have a mixed-usage property ie residential and business, you will need to check your policy to see whether EQC coverage applies. 

We insure commercial buildings provided the policy includes Earthquake or Disaster Damage cover.

Who do I contact for business insurance claims?

In the first instance:

  • Take photos of all damage including any spoiled freezer/fridge contents
  • Arrange emergency repairs and secure your premises 
  • Remove water damaged property – the sooner it is out the drier your premises will be (especially true for carpets)
  • Don’t throw property away – unless it is perishable in which case take photos and notes before you discard it
  • Seek engineer advice on the structural integrity of your building, and get clearance
  • Take account of lost business, lost production, staff wages etc

To report claims for business or commercial property damage please contact our claims team.

In most cases, your insurance company will send an assessor to look at your property and confirm what repairs and replacements are needed.