Home and Contents Insurance
The process for making a home and contents claim for earthquake damage has changed. As your insurer we will be looking after your home and contents claim(s) in the first instance, instead of EQC. If you have any damage you can report your claim online or call us on 0800 500 216 if your situation is urgent – we can also arrange temporary accommodation or emergency repairs if you need.
If you have already lodged a claim with EQC, there is nothing more for you to do. They will let us know that you have lodged an insurance claim and we will be in touch with you shortly to let you know what the next steps are.
As you know, the EQC is responsible for the first $115 K (incl gst) for home claims, and the first $23 K (incl gst) for contents claims. We will recoup these costs from EQC at a later date.
What does AA Insurance cover and what does the EQC cover?
Cover for your land
Cover for your home
Cover for your accessway
Cover for temporary accommodation/ loss of rent
Cover for your contents
Cover for temporary accommodation
If you have your car insured under Comprehensive or Comprehensive Plus:
Cover for your car
If you have your car insured under Third Party or Third Party, Fire & Theft:
Cover for your car
FAQs and Tips
We hope you and your family are now safe after the recent earthquakes. We understand you may have some queries about your insurance, and making a claim, so we’ve put together some answers to commonly asked questions, as well as useful tips, to help you navigate your way.
Customers who are ready to make a home or contents claim, should call us at AA Insurance. We’ll be looking after your claim on behalf of EQC, so whether it's a large or small claim you'll only need to talk to us.
You won’t need to pay anything to EQC, we’ll settle your claim less your EQC excess. However, if your claim of over the $115k (inc GST) cap for your home covered by EQC, or $23k (inc GST) cap for contents, then you will need to pay your policy excess for your claim with AA Insurance. There may be an additional $5k excess for exempt items the EQC does not cover, such as driveways, pathways, fences, swimming pools, and tennis courts.
As AA Insurance is handling your claim on behalf of EQC, the three month deadline still applies. So for damaged caused in the 14 November earthquake, as well as the aftershock on 21st November, the deadline to make your claim is by midnight on 14 February 2017.
For other insurance claims that don’t involve EQC, such as for your car, a deadline does not apply. However the sooner you get in touch, the sooner when can help.
If the date of the damage was 14 November or 21st November then the three month claim deadline has passed. EQC has no discretion to accept claims after that date as it is bound by the EQC Act. You can still lodge the claim, but it is likely to be declined.
We have people on the ground who are giving priority to our most affected customers. If you’re particularly vulnerable - you may be elderly, have medical needs, a disability, or have very young children - then we really want to hear from you.
Customer Managers have been assigned to each of our claims. If you haven’t already been contacted by your Customer Manager, then you will be over the coming weeks, to talk about next steps such as the assessment of your property.
If you need to make urgent repairs to keep your home water tight, safe and secure, as well as to stop further damage from happening, call us first so we can arrange this for you. If you have already done the work, then keep the receipts and we will reimburse you for any reasonable costs. If you are wanting to make a start on non-urgent repairs then please call AA Insurance before you begin.
If your car has been damaged during the earthquake you can call us to lodge a claim on 0800 500 216. If there has been substantial damage to your car and you suspect it is no longer road worthy, then please do not drive it unless absolutely necessary, and call us immediately to make a claim.
It is typical for insurers to not offer new insurance in affected areas for a period of time following a significant natural disaster, this is because the extent of the damage is yet to be ascertained. However, once damage is assessed, the number of areas will be reduced, and then policies will be able to be purchased.
If you are considering moving your insurance to AA Insurance, be aware that the embargo is an industry-wide approach and may be in place for a number of weeks or months. It’s best to stay with your current insurer for the time being to ensure you can retain or maintain continuous insurance.
If you’re in the process of buying a new property, and settlement is subject to insurance, check with the vendor’s insurer to see if they will continue cover. For AA Insurance customers who are selling their homes, we will look to continue that insurance for the new purchaser of the property to ensure continuous cover.
AA Insurance customers who already have contents insurance in an embargoed area, are now able to transfer that cover to a new address within an embargoed area, as long as there are no updates to the sum insured.
Depending on the Home Insurance policy you have with us, we will pay the reasonable cost of temporary accommodation for your household pets. Where possible, we will find temporary accommodation that is suitable for both you and your pets. If this is not possible, we may be able to assist with a cattery, kennel or similar facility.
Yes, if you have an active contents insurance policy with us we can cover your contents while in storage. Some conditions apply so please contact us to discuss this benefit.
No, we are unable to cover packing of your contents, however if you are unable to pack your own contents and require assistance, please let us know.
If you need help with moving your furniture, please let us know.
If you have contents insurance with AAI, and the house you’re a renting is damaged and you can’t live there, then we’ll pay the increase in rent above what you usually pay, for up to four weeks. We’ll also pay the reasonable costs for the essential removal of contents, and back again.
If you are the owner of a cross-lease property, this may influence the claim process and there are things you need to be aware of. A cross-lease property is an area of land with more than one home on it and where the owners share ownership of the land. Cross-lease properties are typically multi-unit or multi-storeyed buildings with shared common areas, e.g. driveways, footpaths, fences etc.
We will work with other insurers to share information about your property in order to progress your claim as quickly as possible.
If you haven’t already, speak with your neighbours to establish who their insurer is, as this will be useful for your insurer.
AA Insurance will cover the reasonable cost of temporary accommodation if you can’t live in your home for up to 12 months or up to a limit of $20,000 as the result of an event subject to your policy wording.
The temporary accommodation option can be used at any time while your home is uninhabitable during repair or rebuild work - you don’t need to use it for a continuous period. Talk to us about what you are entitled to and how this benefit works.
Useful Links and Important Contact Details
- Civil Defence - civildefence.govt.nz or getthru.govt.nz/
- Earthquake Commission - 0800 DAMAGE (0800 326 243) or eqc.govt.nz
- Government Earthquake Support - 0800 779 997
- Healthline - 0800 611 116 or moh.govt.nz/healthline
- Highway Information - 0800 444 449 or highwayinfo.govt.nz
- New Zealand Red Cross - 0800 REDCROSS (0800 733 276) or redcross.org.nz
For full details of our benefits and what is covered, please read your policy schedule and policy document. For further information or advice please call us on 0800 500 216.