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Claims process

Depending on the natural disaster type and size we may take a different approach to managing claims. If you’ve been affected by the Canterbury or Kaikōura earthquakes please see the Canterbury or Kaikoura pages for more detail.

1. Letter of acknowledgement

EQC will send you a letter acknowledging your claim.

More on acknowledgement

We'll also post or email you an outline of the claims process.

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2. Insurance verification

We'll contact your private insurer to confirm that your cover with them is current.

More on 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 – most do.) 

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.

How long does it take?

The time needed to complete insurance verification varies, depending on:

  • the complexity and number of claims for a property
  • whether we need to ask insurers to clarify or fill gaps in the information.

Because insurance verification happens in parallel with your claim being settled, this doesn’t generally cause delays.

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3. Assessment of damage

An EQC assessor will contact you and make a time to visit your home and carry out a full assessment.

More on assessment

The full assessment will involve a detailed appraisal of the damage to your property. You’ll need to be at home for this. The EQC assessor may ask a registered valuer to value any damage to your land. They may also get an estimate of repair costs.

If the damage is severe or threatens your property, the EQC assessor may organise an engineer's report.

If an EQC representative visits your property, make sure they show you proper identification.

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4. Settlement

The EQC assessor will calculate your entitlement under the EQC Act and forward their recommendation to your claim manager for review.

More on settlement

Your claim manager will contact you to discuss the outcome of your claim. The outcome may result in a payment being made to you, your mortgagee or other party as appropriate.

If you have any questions about your claim outcome, contact your claim manager. If you don’t know who your claim manager is, contact our call centre for help.

When we settle your claim, we may remove from your property any of the items EQC has paid to replace or repair (in line with the practice of private insurers).

Your responsibilities

If EQC needs to clarify any details about your claim or request any required information, we’ll contact you by phone or email. In some cases, we may visit you at home.

You must tell us everything you know about the damage and how it happened, and give us any documents we request (e.g. repair quotes and invoices).

We may ask you to provide a statutory declaration about the truth of your claim before payment is made.


Next steps

If you’ve received an EQC cash settlement to repair disaster damage to your property, you have some decisions to make about the disaster repair work.

Our managing your home repair factsheet sets out some of the important things to think about.

If you're concerned about your EQC settlement and want to request a review of your claim you can request a review for an existing claim.

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