Home Insurance Claims

Making a claim is simple. Our team of dedicated Customer Managers will keep you fully informed and make sure things stay on track, so you can get back to normal as soon as possible. If you can't live in your damaged home, we'll arrange for temporary accommodation for you and your family while your home is being repaired or rebuilt.

Frequently asked questions

What does EQC cover?

EQC covers damage to your home caused by natural disasters like earthquakes, volcanos, tsunamis, landslips and geothermal events, as well as fire resulting from any of these. It also covers damage to your land caused by a natural disaster, storm or flood. The maximum cover through the EQC for your building is $172,500 (incl GST). Your Home or Landlord Insurance Policy will top up this amount, up to your Sum Insured, if you need more cover than this.

Damage that has occurred from 30 June 2021 will be looked after by private insurers who will assess, manage and settle all claims for natural disaster on EQC’s behalf under the National Disaster Response Model (NDRM).

For more information please visit the EQC website.

What information do I need to make a claim?

To keep your claim as easy and stress-free as possible, it helps to have all the relevant information on hand, including:

  • The full details and circumstances of what has happened
  • As much information as you can provide about the damaged parts of your home
  • The full details of everyone involved
  • The date and time that the incident occurred

If you have this ready you can report your claim online, or call us on 0800 500 216 and let us know if your situation is urgent.

Depending on the nature of your claim, you may also be required to provide further information or access to the property during the claims process, which is outlined in our Home Insurance policy document.
For more information view our Home Insurance policy document.

I need to make a claim - what should I do?

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1. Make sure your home is safe and secure

If your home has been damaged, make sure everyone involved is safe and, and if you need to, call emergency services. For example, if there has been a theft, burglary or vandalism, or an attempt at these, call the police immediately. Once it's safe to do so, you should make sure your home is secure.

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2. Submit a claim

Report your claim online - One of our Customer Managers will get in touch within two working days.

If your situation requires urgent help or attention, call us on  0800 500 216 - it will take about 15 minutes to lodge your claim. Let us know if your home is no longer safe or secure.

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3. We'll get you sorted

One of our Customer Managers will keep you fully informed about your claim's progress. They will ensure that any damaged property covered by your policy will be repaired or replaced as quickly as possible, so that you can get back to normal.

 

What is the National Disaster Response Model (NDRM)?

The Insurance Council of New Zealand, the Earthquake Commission and eight private insurers, including AA Insurance, have been working together to form a new National Disaster Response Model (NDRM).

First piloted after the 2016 Kaikōura earthquake, the partnership and agreement between EQC and private insurers will simplify the claim making process, making natural disaster claims easier by providing a single point of contact for customers.

Under this new model, AA Insurance will act as an agent of EQC for damage that has occurred from 30 June 2021. Anyone with an AA Insurance Home or Landlord Insurance policy, whose home or land is damaged in a natural disaster will have one point of contact at AA Insurance and we will manage the entire claim. This means that AA Insurance will assess, manage and pay home and land insurance claims for customers, instead of customers needing to claim with both EQC and AA Insurance. Once the claim has been settled and all claim-related payments have been made to our customers, AA Insurance will recover any applicable costs from EQC.

Included in this new agreement is the EQC claim for land damage, the EQC portion up to the statutory capped level of damage ($172,500 incl GST), and then any claim under the AA Insurance Home Insurance policy to cover additional losses up to the sum insured. For multi-unit buildings, a lead insurer will be appointed for customers to liaise with.

For further detail, please see the EQC website.

Have EQC levies changed as a result of the Natural Disaster Response Model (NDRM)?

The Natural Disaster Response Model does not impact EQC levy rates; EQC levies will remain the same.

The maximum EQC levy per Home or Landlord Insurance Policy is $300 (+ GST) per annum. By paying your Home or Landlord Insurance premium, you automatically pay the EQC levy and gain EQCover. This provides a maximum cover for residential buildings of $172,500 (incl GST).

You can find out more about the levies included in your insurance premium here.

What is legal liability?

If your property has caused accidental damage to a surrounding property, such as a tree limb, fence paling or roof tile breaking your neighbours' window during a storm, you may be able to claim this damage under your legal liability benefit.

Call us on 0800 500 216 or report your claim online - a Customer Manager will discuss this with you and, if the damage is covered, will process your claim as quickly as possible.

How do I claim for an earthquake or a landslip?

You can use our online claim form to start your claim.

If damage has occurred to your home as a result of a natural disaster, simply select Weather and other events.

Once you have filled in an initial description of what has happened, you’ll then be able to move on to specifying where the damage has occurred i.e. the area of your home like the bedroom or the land your home sits on. You can add details of more than one area of your home.

Please note, if damage has occurred to the land your home sits on, you will need to select 'External' for the room/area in which the damage has occurred. When selecting the item that has been damaged, choose 'Other' and provide more detail in the description box available.

Start your claim here. Once you’ve reported your claim online, someone from our team will get in touch within two working days, or at a time that suits you.

If you have any questions or would like to start your claim over the phone, please call us on 0800 500 216.

There has been a fire

Once you have checked that everyone is safe and emergency services are at the scene if they are needed, call us on 0800 500 216 - it will take about 15 minutes to lodge your claim. A Customer Manager will make sure your claim is processed, so you can get back to normal as soon as possible.

In the meantime, you should keep the damaged items so we can inspect them.

If you can't live in your damaged home, we'll arrange for temporary accommodation for you and your family while your home is repaired or rebuilt. And as with any home claim, you will need to pay an excess.

Your house is not safe to live in

If you can't live in your damaged home, a Customer Manager will arrange temporary accommodation for you, your family and your domestic pets. 

If your claim is urgent and it is no longer safe for you to be in your home, please call us on 0800 500 216 so we can help you right now.

Otherwise, you can report your claim online and one of our Customer Managers will get in touch within two working days.

How much is the EQCover excess?

The EQCover excess is a percentage based on your settlement or payment amount you receive for your EQCover claim:

  • Dwelling claim – 1% of the payment up to cap with a minimum of $200.00;
  • Land claim – 10% of the land settlement amount with a minimum of $500.00 and a maximum of $5,000.00;

Make a claim

We like to make claim time as easy and stress-free as possible, simply select the product you need to claim on in the drop-down box below.