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Claims FAQs

Here you can read answers to some common questions about Claims.

If you have a question and it's not answered here, please Contact us.

Please note: Some processes have been varied for people affected by the Canterbury earthquakes. If you’re one of those people, please also see the Canterbury section.


What is insurance verification?

You automatically have natural disaster insurance with EQC if you have a current private insurance policy for your home and/or contents. (The policy must include fire insurance – and most do.)  Learn more

Depending on when your policy was renewed or taken out will affect whether you have contents cover with EQC. Find out more on our EQC Act changes page.

When you lodge a claim with EQC, we need to check (‘verify’) that you have the relevant private insurance – and that your policy is current.

We call this insurance verification. We have processes set up with private insurers so they can easily provide the necessary information to us, and it doesn’t generally cause delays to claim settlements. 

When should I talk to my insurance company?

You should lodge a claim with EQC first, and then contact your private insurer to lodge your claim with them – and provide them your EQC claim number.

  • There are some things that may be covered by your private insurer and not by EQC – such as the surface of driveways and paths, and some contents items.
  • If your policy renewed commenced after 1 July 2019, EQCover is not available for contents. You will need to discuss cover for these items with your private insurer.
  • Private insurers may provide 'top up' cover over the EQC maximum amount.

Should damage to objects such as carpets and drapes, built-in cabinets and chandeliers be listed under contents or home?

  • For damaged carpets and drapes: EQC will follow your private insurance policy, which may list these under either your contents or your home policy.
  • For other objects: If the item is fixed in place, list it as part of your home claim. A good test of ‘fixed in place’ is to ask whether the item would normally stay with your home if it was sold.

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