Making a Business Insurance Claim
A guide to the business insurance claims process — what to do immediately after a loss and how to work with your insurer.
Immediate Action Required
If you have suffered a loss, take steps to mitigate further damage immediately (if safe to do so), and notify your insurer or insurance broker as soon as practicable. Delayed notification can affect your claim.
Step-by-Step Claims Guide
Ensure Safety First
If the loss involves a fire, flood, break-in or other emergency, prioritise the safety of all people. Call emergency services (111) if required. Do not enter premises if there is a risk to safety.
Mitigate Further Loss
Take reasonable steps to prevent further loss or damage — for example, securing premises after a break-in, stopping water ingress, or moving undamaged stock. Most policies require you to take reasonable mitigation steps. Keep receipts for any emergency expenses incurred.
Notify Your Insurer or Broker
Contact your insurance broker or insurer as soon as possible — ideally the same day. Most insurers have a 24-hour claims line for urgent matters. Provide basic details of the loss. If you placed your insurance through a broker, contact them first — they can guide the process and advocate on your behalf.
Document the Loss
Take photographs and video of all damage before any cleanup or repairs. Make a detailed list of all damaged or stolen items with their estimated value. Preserve any evidence relevant to the claim. Do not dispose of damaged items until instructed by your insurer.
Report to Police (if applicable)
For theft, burglary, vandalism or malicious damage, report the incident to the New Zealand Police and obtain an event number. Most insurers require a police report number for these types of claims.
Complete the Claim Form
Your insurer will provide a claim form. Complete it accurately and in full, and submit it with any supporting documentation including police reports, invoices, photographs and inventory lists. Providing clear, complete information helps ensure your claim is processed quickly.
Work with the Loss Adjuster
For larger claims, your insurer may appoint a loss adjuster to assess the damage and quantify the loss. Cooperate fully, provide access to premises and records, and ask questions if anything is unclear. Your broker can attend with you if required.
Obtain Repair Quotes
Your insurer may ask you to obtain repair or replacement quotes. Get at least two quotes where possible. Seek insurer approval before authorising significant repairs or replacements, unless emergency works are required to prevent further damage.
If Your Claim is Declined
If your insurer declines your claim or offers a settlement you believe is inadequate, you have options:
Internal Complaint Process
First, raise a formal complaint with your insurer's internal complaints team. Insurers are required by law to have a formal complaints process and must respond within a reasonable timeframe.
Insurance & Financial Services Ombudsman (IFSO)
If you are unsatisfied with the outcome of the internal complaint, you can refer your complaint to the IFSO — a free, independent dispute resolution service. IFSO can investigate and make binding decisions against insurers up to $200,000. Visit www.ifso.nz.
Seek Legal Advice
For significant claims where IFSO jurisdiction may not be sufficient, seeking independent legal advice from a lawyer experienced in insurance law is recommended.
Don't Have Insurance?
If you experienced a loss and are not currently insured, now is the time to protect your business for the future. Connect with a qualified insurance adviser to find the right commercial insurance cover for your business.
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