Looking out for you during COVID-19

Looking out for you during COVID-19

We’re incredibly proud of how New Zealanders have pulled together to help keep our communities safe from COVID-19. We understand that life has changed for some of our customers and we want you to know that we will continue to be here for you.

Experiencing financial hardship

We set up a specialist Customer Care Team at the end of March to support vulnerable customers. Our contact centre teams have also been busy finding ways to help our customers save on premiums. If you’re experiencing financial hardship or if your needs have changed, please get in touch. We have a range of ways to help you, so you can stay insured and protected.

We know this is a challenging time for businesses too, so we also have measures to help support our business customers.

Please fill out the form below to let us know a few details and we will be in touch within five working days to work with you to lighten the load. Rest assured, we’re working hard to reach out to you as quickly as possible and we’ll keep everything confidential of course.

If your situation is urgent, please call us on 0800 80 24 24.

Thank you for your patience. Take care.

Request financial hardship assistance

COVID-19 frequently asked questions

We understand that this is an uncertain time and you may have questions about your insurance cover. Please scroll down to our FAQ section for some find answers to some your commonly asked questions.

I am expecting a payment from you by cheque – how will this be paid?

In our current situation, electronic payments are safer and more convenient as it means there is no need for you to visit a bank. So, if we need to make a payment to you, such as a refund, we will pay you by direct credit to your bank account rather than by cheque, where possible. This will ensure you get your payment as soon as possible.


Finding it difficult to pay your premiums?

We understand this is a difficult time and we’re here for our customers as the COVID-19 pandemic impacts families, communities and businesses. To help those affected, we’ve set up a specialist Customer Care Team to help support our customers who are facing financial hardship.

If you’re finding it difficult to make ends meet, we have a range of tools available to help tailor your insurance to ensure it still meets your needs while reducing the premium you pay. Every customer’s situation is unique, so we encourage customers who may be facing hardship to contact us as soon as possible so that we can provide them with options on their policy.

For information on ways to save on your insurance premiums click here.


My insurance premium is due but I don’t have the money to make this payment? What can I do?

If you are paying annually, you may find changing the frequency of payments to fortnightly or monthly may suit you better at this time. If you have concerns about making a payment by the due date, please chat to us on Facebook or call us on 0800 80 24 24 as we want to help and ensure you remain covered. For more information on ways to save on your insurance premiums click here.


My financial situation is uncertain, so I need to cut back on expenses. How can I reduce my premium and still have cover?

Each customer’s situation is unique, so we offer a range of tools to support customers who are having difficulty paying their premiums.

These tools can help tailor your insurance to ensure it still meets your needs while reducing the premium you pay. These include making changes to your excess, policy types and cover.

Some things you could consider include:

  • Opting for a higher excess as this may lower your premium
  • Reviewing the optional add-ons to your insurance to ensure they are still relevant for you
  • Changing the type of cover you have
  • Reviewing your eligibility for discounts
  • Changing your payment frequency.

Please contact us and we can help you work through a review of your insurance.


I’m not driving my car as much, can I get a discount on my car insurance?

We constantly review our pricing to ensure you pay a fair and appropriate amount for your insurance. Pricing is based on a number of factors and not all risks of car ownership are associated with driving. Other factors which impact on pricing include, where you live, your vehicle type as well as the frequency of car claims in New Zealand and the cost of those claims.

We know the COVID-19 pandemic has been tough on everyone so if you’d like to reduce the amount you’re paying we’re here to help, please call us. We have a have a number of options available that can help tailor your insurance to ensure it still meets your needs while reducing the premium you pay.


Can I make a claim while the COVID-19 alert levels are in place?

Yes, you can start a claim online, login to your State online account or give us a call on 0800 80 24 24.


What does the current alert level mean for my claim?

We are continuing to support our customers in every way we can at this time.

Here’s what you need to know:

  • Most businesses are now back up and running, with extra safety measures in place as per government guidelines. These may include hygiene practices, social distancing and contact tracing.
  • If you had repairs scheduled, your repairer will be in touch to reschedule. If the date suggested doesn’t suit you, or if you would prefer to delay your repairs to a later date, please talk about this with your repairer.
  • To keep everyone safe and well, you’ll be asked some health and safety questions before an assessor, supplier or repairer begins work on a claim.
  • If you’ve already made a claim, we’ll be in touch soon to discuss next steps. You don’t need to do anything else.
  • For personal insurance customers, you can track your claim status through your My State online account.

Should I wait to claim until after the COVID-19 pandemic is over?

No, please go ahead and lodge your claim as soon as possible as we will be able to offer a resolution for most claims. If it has to wait until after the government restrictions are lifted, your claim will be prioritised at that time.


What does the current COVID-19 alert level mean for my claim? Will my car get assessed or repaired?

We are continuing to support our customers in every way we can at this time.

Here’s what you need to know:

  • Most businesses are now back up and running, with extra safety measures in place as per government guidelines. These may include hygiene practices, social distancing and contact tracing. That means most assessments and repairs will be able to take place.
  • If you had repairs scheduled, your repairer will be in touch to reschedule. If the date suggested doesn’t suit you, or if you would prefer to delay your repairs to a later date, please talk about this with your repairer.
  • To keep everyone safe and well, you’ll be asked some health and safety questions before an assessor, supplier or repairer begins work on a claim.
  • If you’ve already made a claim, we’ll be in touch soon to discuss next steps. You don’t need to do anything else.
  • For personal insurance customers, you can track your claim status through your My State online account.

I can’t renew my driver’s licence due to government restrictions. Am I still covered?

The New Zealand Transport Agency (NZTA) has temporarily extended all licences that expired after 01 January 2020. NZTA will set expiry dates for driver licences as lockdown rules allow licences to be renewed. Please keep any communication from NZTA regarding expiry dates and extensions for your licence.

We will not decline cover or seek to decline a claim where the licence has been extended by the NZTA. This applies only for vehicles for which the insured has held a licence that has expired in the designated period. If the insured does not hold or has not had an extension to their licence issued by the NZTA for the vehicle being driven, normal policy requirements regarding driving licences will be applied.

NZTA has confirmed this extension does not apply to international driver licences. For any driver who holds an overseas driver licence and the 12-month period has ended they will need to convert their overseas licence to a New Zealand driver licence to continue driving.

For any driver whose international driver licence 12-month period has expired, the ‘unlicensed driver’ section of the relevant motor policy wording is to apply.

For full details of the NZTA approach to driver licencing under the COVID-19 pandemic click here .


What does the current COVID-19 alert level mean for my claim? Will properties be assessed or repaired?

We are continuing to support our customers in every way we can at this time.

Here’s what you need to know:

  • Most businesses are now back up and running, with extra safety measures in place as per government guidelines. These may include hygiene practices, social distancing and contact tracing.
  • If you had repairs scheduled, your repairer will be in touch to reschedule. If the date suggested doesn’t suit you, or if you would prefer to delay your repairs to a later date, please talk about this with your repairer.
  • To keep everyone safe and well, you’ll be asked some health and safety questions before an assessor, supplier or repairer begins work on a claim.
  • If you’ve already made a claim, we’ll be in touch soon to discuss next steps. You don’t need to do anything else.
  • For personal insurance customers, you can track your claim status through your My State online account.

I now do my office work from home rather than my normal place of work.  Am I still covered if something happens?

Home and Contents policies will continue to cover loss or damage to your property whilst you are working from home. The liability section of your policy doesn’t cover you for any business activity. If you’re doing other work from home, like manufacturing or trades work, please contact us to discuss cover.


My employer has given me work equipment to use while I am working from home.  Does my contents policy cover this if something happens to it?

Your policy won’t cover accidental damage to that equipment, your employer must continue to keep the equipment insured. The liability section of your policy may provide cover if you cause damage to the equipment and your legally liable for that damage – for example if you negligently cause damage to the equipment. 


My policy is renewing soon, and I am required to provide a valuation for my home or high value items. What should I do? Will you still renew my policy?

Yes, we will renew your policy and move the requirement to provide valuations until the next renewal of the policy. It’s important you have the right amount of cover, so we recommend you get valuations as soon as it is possible to do so. We can update your sum insured at any time, so once you have the valuation, please contact us to update your policy.


I wasn’t able to make it home before the deadline announced by the government. Does my policy cover me for alternative accommodation?

No, alternative accommodation only covers you following damage to the home.


I’m buying a house and will be settling as planned but am unable to take possession on the agreed date. Can I still arrange insurance?

Yes, as you’ll be settling on the sale, you should arrange insurance from this date. You should contact your lawyer as well, as is it likely that there will need to be amendments to the contract where the vendor will remain in the home after settlement because the government restrictions.


I’m selling my house and the settlement date has changed. What do I need to do to remain covered?

If the settlement date for your house has changed, please contact us so we can amend it to the revised date.


My property/holiday home is vacant, and I’m required to inspect it every 60 days, maintain the grounds and regularly clear mail. What should I do? Will I be covered if something happens?

Inspections and other measures to make the property look lived-in should be completed by Thursday 11 June (i.e. 4 weeks after lifting Alert Level 3). In the meantime, we will not decline cover or seek to decline a claim for failure to do an inspection or attend to maintenance which cannot be completed under the current circumstances.

Please contact us if you need to extend cover longer than this.


My policy is renewing soon. I am required to install a monitored alarm, and this was due to be done during the COVID-19 Alert Level 4 period. What should I do? Will I be covered if something happens?

The work to meet these requirements should be completed as soon as possible, but we understand that there might be delays at this time. Keep a record of any communication you have with contractors regarding the change in dates.

Please contact us if you need to extend cover beyond the timeframe provided in your policy.


I have contents in storage and the cover for my stored contents ended during the Level 4 period. Will I be covered if something happens?

We will automatically extend cover until Thursday 11 June (i.e. 4 weeks after lifting Alert Level 3) to allow you to get you contents out of the storage facility when it is safe to do so.

Please contact us if you need to extend cover longer than this.


I have a Contract Works policy, and the contractors cannot complete the work due to the government restrictions. What are my options?

We can provide an extension for a minimal additional charge, which is required to allow for necessary levies. If works haven't started and you wish to cancel instead, we can give you a refund. Please contact us and have your certificate of insurance or customer number handy.


My tenant has left suddenly to return home. Does my policy cover for me for loss of rent in this situation?

If your policy provides cover for tenants vacating without giving the required notice, you will be covered for up to a set number of weeks’ rent.


I’m required to complete inspections of my rental property every 90 days and one is due. What should I do? Will I be covered if something happens?

Inspections should be completed by Thursday 11 June (i.e. 4 weeks after lifting Alert Level 3). At all times follow government advice on how to safely interact with others based on the current alert level. Keep a record of any communication you have with the tenant to do with the change in inspection date. In the meantime, you’ll still be covered.

Please contact us if you need to extend cover longer than this.


My tenant is behind on their rent by 14 days and my policy requires me to visit the property to confirm they are still living there. What should I do? Will I be covered for loss of rent in this situation?

Inspections should be completed by Thursday 11 June (i.e. 4 weeks after lifting Alert Level 3). At all times follow government advice on how to safely interact with others based on the current alert level. Changes to the rules for tenancy terminations came into effect on 25 March, 2020, under Schedule 5 of the Residential Tenancies Act.

Our insurance policies have requirements to send notice when rent is in arrears and to apply to the Tenancy Tribunal for vacant possession due to non-payment of rent. In light of the change in legislation:

  • A ‘Notice to Remedy’ should be sent when the rent is 45 days in arrears (previously 14 days), and
  • Application to the Tenancy Tribunal should be made when the rent is 60 days in arrears (previously 21 days).

These changes will apply for a minimum of 3 months (i.e. until 25 June 2020), unless extended by the government.

For more information on the changes to tenancy terminations visit www.covid19.govt.nz.


My tenant is unable to pay their rent due to changes in their circumstances because of the COVID-19 pandemic. Does my policy cover for me for loss of rent in this situation?

No. Loss of rent only covers you following damage to the home, unless you have taken an optional benefit giving cover for non-payment of rent after termination of the tenancy (eviction of tenants). The tenant might be entitled to financial support from the government during this time. They can visit www.covid19.govt.nz for more information. This website also contains information on changes that have been made to tenancy terminations for the next three months.


I can’t get a survey for my boat due to the government restrictions. Will I still be able to renew my insurance?

For existing business, we are happy to renew without a survey being completed under current circumstances. A survey should be completed as soon as the government provides advice it is safe to do so. Keep a record of any communication you have with surveyors.


Roadside Rescue continues to provide accident tow management and roadside rescue services with extra safety measures as per government guidelines. To keep you and our staff safe we ask that you answer any questions, and comply with any directions given to you during the provision of our breakdown services.


We know that many of our travel insurance customers have had their international travel plans impacted by Covid-19. We’re working hard to ensure these customers have the support they need.

Please visit Safe Travel for more information about your travel insurance cover.

If you've bought travel insurance from us and have decided to travel during the COVID-19 pandemic, please make sure you understand the cover your policy will provide. This will depend on your policy and when it was purchased.

Please contact your travel agent, airline, cruise operator, tour operator and accommodation provider to consider your options regarding any potential changes in services. Your travel provider may offer free options to rearrange your travel.

For any queries, please contact Cover-More’s customer service team so we can talk you through your policy and cover. Call 0800 500 225, or email enquiries@covermore.co.nz.


You can find insurance info or stay in touch by:

  • Chatting to us on Facebook
  • For personal insurance customers using your MyState online account - it's available 24/7, and you can do things like payments, submitting claims, and renewing policies. Learn more about MyState.
  • Call us on 0800 80 24 24. Our current contact centre hours are 8am - 6pm Monday to Friday and 9am to 6pm weekends and public holidays.
  • If you need to get in touch outside of these hours, our afterhours team will be able to help with claims emergencies or critical safety repairs, such as ensuring homes remain habitable and safe.

Our phone lines are a bit busier than usual, so if you try to call us and experience longer waiting times, we’re sorry. If you’re after a quote or want to make a claim, you may want to do it online.

Our phone lines are much busier than usual, so there may be a long wait.

Did you know you can pay, claim, cancel, and more online? View all online options.

Alternatively, talk to Sam, our Chatbot, who can help with simple insurance questions.