Flood and water damage clean-up

Storm or flood damage can turn life upside down, leaving you unsure of where to start or what to do next. That’s where we come in. Once your claim is lodged, we’ll guide you through the clean-up and repair process, including urgent strip-outs and drying, subject to your policy and supplier availability.

Here’s what typically happens after you experience flooding and how we support you through the clean-up and repair process.

Strip-outs

Depending on the type of damage, once your home is safe to enter, a strip-out may be needed. This is the process of removing water-damaged materials to prevent further damage and prepare your home for drying and repairs. This may include:

• Lifting and removing damaged carpets or flooring

• Taking out wet insulation or wall linings

• Removing damaged cabinetry or fixtures

Our builders or restoration specialists will assess the damage and, where a strip-out is needed, aim to remove what’s necessary to dry and restore your home safely. If you’d like to arrange any clean-up or removal yourself, please contact us first if you can. If you need to act urgently to prevent further damage, do what’s reasonable and safe, and keep photos and receipts, then let us know as soon as possible. We can explain what may be covered and how to avoid unnecessary costs.

Floor cleaning

If your flooring is wet but not permanently damaged, we may arrange professional cleaning instead of removal. This includes:

• Water extraction

• Sanitising and deodorising to prevent mould

• Drying with specialist equipment

Once we have professional advice from a carpet restoration technician, we’ll arrange the best repair option for your home.

Drying and dehumidifying

If your home has water damage, we may appoint a specialist like Chem-Dry or Pure Services to:

• Extract water

• Install drying equipment

• Prevent mould and further damage

If drying equipment is used, you may notice a higher power bill during this time. The supplier will usually provide us with a power usage report so that costs can be reimbursed or offset against your claim excess.

Please keep the drying equipment running at all times. While it may be noisy, turning it off will slow the drying process, extend the disruption, and may lead to further damage. In some cases, additional damage that could reasonably have been avoided may affect your claim. Please talk to us if you’re having issues keeping the equipment running.

If you’re unable to stay in your home while drying is underway, contact us to discuss temporary accommodation options that may be available under your policy and approved as part of your claim.

Your cover

Depending on your policy, the cause of the damage, and our assessment, your home or landlord policy typically covers:

• Emergency make-safe repairs

• Strip-outs of damaged materials

• Drying and cleaning services

• Replacement of damaged items (if needed)

We’ll coordinate trusted contractors and specialists to ensure your home is restored safely and efficiently and keep you informed along the way. Always refer to your policy document and policy schedule for full details on your cover.

What you can do

There are a few simple steps you can take to help the recovery process run smoothly and help us progress your claim as quickly as we reasonably can. They include:

1. Contact us as soon as possible to lodge your claim.

2. Take photos of the damage before moving anything.

3. Keep receipts for any emergency work you arrange.

4. If it’s safe and practical, keep damaged items until we’ve assessed them. If you need to dispose of anything for health or safety reasons, take photos first and keep a sample where possible.

We're here to help

If you have any questions or need support with your recovery or claim, we’re here to help. Visit aainsurance.co.nz/contact for ways to get in touch.