Caring for our customers in Gisborne and Hawke’s Bay

Have you been affected by the severe weather in Gisborne and Hawke’s Bay?

A lot of people have had damage caused by the heavy rain in Gisborne and Hawke's Bay and the resulting flooding in Napier.

Our team is working through many claims from landslides and flooded houses to leaky roofs, vehicle damage and wet furnishings.

We’re here to support you through this time and have assessors on the ground in the area. Please get in touch to lodge your claim as soon as possible so we can assess the damage or losses and progress your claim.

Due to the high number of claims it may take longer to reach us by phone. As an alternative you could consider lodging your claim online.

If you’re still waiting for your vehicle to be towed, please bear with us. Due to the volume of claims, this is taking longer than usual. We apologise for the delay.

Your safety is our number one priority

If you think you cannot live in your home, or if any water has entered your vehicle, please call us as soon as possible so we can assess the damage

Here are some tips to help keep you and your belongings safe:

  • Look before you step. After a flood, the ground and floors are covered with debris including broken bottles and nails. Floors and stairs that have been covered with mud can be slippery.
  • Don’t enter flood water or operate cars or electrical appliances that may have been flooded.
  • Where possible, move any contents off the floor or out of affected parts of the house.
  • Report broken utility lines to the appropriate authorities. Reporting potential hazards will get the utilities turned off as quickly as possible, preventing further hazard and injuries.
  • Always wear protective gear, including gloves and masks, in case you’re exposed to hazardous material.
  • Board up broken windows with plywood or cardboard where possible to prevent further weather damage until it can be secured properly by a suitably qualified repairer.

Tips to help with your insurance claim

  • Don’t do anything that puts your safety at risk or causes more damage to your property.
  • When it's safe, check your home/ vehicle thoroughly for any damage.
  • Photograph or video record your damaged property and list the damage to your property and belongings, including perishable items damaged by flood water or loss of power. Other than perishable food items, please don’t dispose of anything expensive or large until you’ve spoken to us. This will speed up the assessment of your claim.
  • Make a record of flood damage. If safe to so do, use a permanent ink pen to mark on the wall the maximum height of the flood water. Do this in every room affected by flooding.
  • When things calm down, see if you can safely pull up wet carpets and move furniture to a higher, drier place in the house to help them dry off.
  • If you rent your property, contact your landlord as soon as possible.

Frequently asked questions

Here are some answers to other frequently asked questions.

Staying up to date with your claim

We know it’s important to you to stay up to date with how your claim is tracking. If you’ve already lodged your claim, you can track the status at any time by logging into your My State account. If you haven’t registered for an account yet, you can do so here – just remember you’ll need your policy number handy.

How long will it take to complete my claim?

An event like this has a big impact on local repairers, so although we’ll all be working as quickly as we can, it will take some time to get through all the repairs. Urgent repairs will be prioritised. We appreciate your patience and want to reassure you that we’ll get you back on your feet as quickly as possible.

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.