Making a claim

What to do in an accident

Stop the car – make sure you and anyone else involved is unhurt and move off the road safely. If any people or animals are injured, you’ll need to report the accident to the police within 24 hours. If animals are involved and you can’t find the owners, call the SPCA or police as soon as you can.

Get details – Get the other drivers’ and any witnesses details, including name, phone number, registration number and insurance details. Take photographs of the accident and damage, including the surroundings and any other vehicles involved. You can keep track of all the claim details of your accident in one place using Crash Notes on the State app.

Don’t accept blame - And if your claim involves damage to someone else’s property, or injury to someone else, don’t admit you’re at fault. Simply say you need to speak to your insurer and call us on 0800 80 24 24.

Suspected theft or intentional act - If you think your car has been stolen or intentionally damaged, report it to the police. They’ll give you an incident reference number that you’ll need to make your claim.

What’s an excess

An excess is the amount you pay towards your claim. You can find your excess on your policy documents or by logging into your My State account.

Login to My State to see your excess

What we’ll ask

• What damage or loss has occurred.
• When, where and how it happened.
• Steps you’ve taken to prevent further damage.
• If there’s any finance on the item/s you’re claiming for.
• Age of the item or items your claims for.
• Approximately when and where you bought them.

Helpful information

Receipts, Photographs, Valuations, Serial numbers, any other information such as warranties.

Try to prevent further damage

If possible try and take precautions to prevent any further damage, but if costs are involved give us a call first, unless it’s an emergency – in that case just keep any receipts so you can claim a reimbursement.

Suspected burglary, theft or intentional act

If you think your contents have been stolen or intentionally damaged by someone, call the police. They’ll give you an incident reference number that you’ll need to make a claim.

Don’t accept blame

If your claim involves damage to someone else’s property, or injury to someone else, don’t admit you’re at fault. Simply say you need to speak to your insurer and call us on 0800 80 24 24.

What’s an excess

An excess is the amount you pay towards your claim. You can find your excess on your policy documents or by logging into your My State account.

What we’ll ask

• What damage or loss has occurred.
• When it happened.
• What caused it or how it happened.
• Steps you’ve taken to prevent further damage.

Try to prevent further damage

If possible try and take precautions to prevent any further damage, but if costs are involved give us a call first, unless it’s an emergency – in that case just keep any receipts so you can claim a reimbursement.

Suspected burglary, theft or intentional act

If you think your home has been intentionally damaged by someone, call the police. They’ll give you an incident reference number that you’ll need to make a claim.

Don’t accept blame

If your claim involves damage to someone else’s property, or injury to someone else, don’t admit you’re at fault. Simply say you need to speak to your insurer and call us on 0800 80 24 24.

Natural disaster claims

If your home or land is damaged in a natural disaster, you only need to contact us instead of lodging claims separately with both us and EQC. Find out more.

What we’ll ask

Because our business insurance is tailored to your business, and because every business is different, the information we need from you to help process a claim will vary. Call us on 0800 80 24 24 so we can get your claim underway and let you know what information we may need.

Try to prevent further damage

If possible try and take precautions to prevent any further damage, but if costs are involved give us a call first, unless it’s an emergency – in that case just keep any receipts so you can claim a reimbursement.

Suspected burglary, theft or intentional act

If you think your home has been intentionally damaged by someone, call the police. They’ll give you an incident reference number that you’ll need to make a claim.

Don’t accept blame

If your claim involves damage to someone else’s property, or injury to someone else, don’t admit you’re at fault. Simply say you need to speak to your insurer and call us on 0800 80 24 24.

What we’ll ask

• When and where the event happened.
• Other details about your claim such as if someone else was involved, whether you contacted the police or a doctor.
• Details of expenses.

You’ll also need to provide accounts and receipts for all the costs you’re claiming for.

For medical expenses and medical-related expense claims

• What happened, when and where the event occurred.
• Full details of the injury or illness, including symptoms (if any) and whether you’ve suffered it before.
• The amount and type of medical expenses you're claiming for.

You’ll also need to supply a doctor’s certificate.

For personal effects, money and documents claims

• Proof of purchase, date and price.
• The replacement cost.
• Acknowledgment of loss or damage from the police or transport provider.

What’s an excess?

An excess is the amount you pay towards your claim. You can find your excess on your policy documents.

For 24 hour emergency assistance, call us on the toll free numbers below

New Zealand: 09 300 8580
Australia: 1800 810 095
United Kingdom: 0808 234 4360
United States: 1866 894 5264
Canada: 1877 416 3486
All other countries: +64 9 300 8580