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Claims process

Below we outline the typical EQCover claims process, however depending on the type and size of a natural disaster, we may vary our approach to managing EQCover claims. If you’ve been affected by the Canterbury or Kaikōura earthquakes please see the Canterbury or Kaikōura pages for more detail.

EQCover claims managed by private insurers

In most instances, your EQCover claim will be managed by your private insurer who insures your property. Your insurer will manage your claim from end to end and will be your single point of contact in all instances. Your insurer will be acting as an agent of EQC during the claim process and will be required to administer your claim in line with the requirements of the EQC Act. For more information about how your insurer will be managing your claim, please contact them directly.

EQCover claims managed by EQC

If your EQCover claim is not managed by your private insurer, it will most likely be managed by one of our claim management specialists at EQC.

1. Making your claim

To lodge your EQCover claim you will need to contact either your private insurer or EQC.

More on making your claim

Details and advice for who to contact for lodgement can be found on our Make a claim page. Lodgement can generally be conducted online anytime or over the phone.

Once your claim has been received, you will be provided further details about the claims process so you know what to expect. Generally, you will be assigned a claim manager who will be your point of contact throughout the claims process.

If you have damage to both your home and land, you should only need to lodge one claim.

If a further natural disaster event causes new damage, you’ll need to lodge a new claim. (e.g. another earthquake event).

Note that you may be insured via a broker – in this instance your broker will help you lodge your claim with your insurer.

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2. Insurance verification

If your EQCover claim is managed by EQC, we'll contact your private insurer to confirm that your cover with them is current.

More on verification

If your EQCover claim is managed by your insurer, they will automatically complete this step.

You automatically have natural disaster insurance with EQC if you have a current private insurance policy for your home. (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

A key part of an EQCover claim is understanding your natural disaster damage.

More on assessment

Your claim manager will discuss with you how to best assess the damage to your home and/or land. This can include an on-site assessment, which will be arranged in advance with your claim manager.

Depending on the nature of the natural disaster damage to your property, a further assessment from an engineer, or other specialist may be needed. In the case of land claims, it is likely that an assessment from a registered valuer will also be required. The assessor will also arrange for a costing of the repair of the damaged property. This may require a registered valuer to value certain damage to your land.

If an Insurer or EQC representative visits your property, make sure you ask to see proper identification.

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4. Settlement

Following the assessment, your claim manager will discuss the EQCover claim outcome with you.

More on settlement

Where your claim is accepted, your claim will most likely be settled by cash settlement.

When your claim is ready to be settled, your claim manager will contact you to explain what this means. This explanation will outline what the outcome of the assessment for natural disaster damage is, the total of your settlement amount, where the settlement will be paid to if the claim is being settled by cash and the excess that has been deducted.

Before making the claim payment, your claim manager will provide you the supporting settlement documents for your records.

If you have any questions about your claim outcome, contact your claim manager.

Your responsibilities

You will need to communicate everything you know about the natural disaster damage and how it happened. You will need to provide copies of any documents requested (for example urgent repair invoices) to support your EQCover claim.

If there is a need to clarify any details about your claim, you may be contacted by phone or email.

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5. Next steps

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

Read more on the next steps

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

Our ‘Your EQCover Settlement’ factsheet sets out important things you need to consider.

What should you do with your settlement?

It is important that the payment is used for the purpose of repair or replacement of damaged property. In some circumstances, your future entitlement to EQCover may be affected if your payment is not used for this purpose.

If you are unsure about this, please speak to your claim manager.

What to do if you find further damage?

If further natural disaster damage is discovered, you must notify your claim manager as soon as possible.

If you discover this damage during the repair process, you must stop all work related to the affected area and contact your claim manager immediately for further advice.

After confirming the newly discovered damage was caused by a natural disaster, or needs to be reinstated as part of the natural disaster repair, you may receive an additional payment to cover the additional costs up to the EQCover cap.

Have further questions about your claim?

If your claim was or is currently being managed by your insurer, you will need to contact them directly for any questions. Please note that EQC is unable to provide information to customers about open claims being managed by a private insurer. If your claim was or is currently being managed by EQC, you can contact us directly.

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