Making a Claim
Guidance on making a buildings and home insurance claim, our complaints process, and support if you need extra help.
We are a referral service — not your insurer
BuildingsInsurance.co.nz connects you with licensed insurance advisers and brokers — we do not issue insurance policies or handle claims directly. To make a claim, contact your insurer using the details on your policy schedule. Unsure who your insurer is? Email hello@cover4you.co.nz and we will help direct you.
How to Make a Claim
If you experience building damage, storm, fire, or accidental loss, follow these steps to ensure your claim is handled as smoothly as possible.
Stay Safe
Ensure all people involved are safe. In an emergency, call 111. Take any steps needed to prevent injury or further loss.
Prevent Further Loss
Take reasonable steps to prevent further damage — temporary repairs, securing property, or moving items to safety. Keep all receipts for emergency costs.
Document Everything
Photograph all damage thoroughly before any clean-up or repairs. Note the date, time, location, and sequence of events. Get witness details if relevant.
Notify Your Insurer Promptly
Contact your insurer as soon as practicable — most policies require prompt notification. Use the contact details on your policy schedule or certificate of insurance.
Do Not Admit Liability
Do not admit fault to any third party before speaking with your insurer. If you receive legal documents relating to the incident, forward them to your insurer immediately without responding.
Keep All Records
Retain all correspondence, repair quotes, receipts, and documentation. Your insurer will guide you through their claims assessment and settlement process.
Key Claim Tip
Do not start permanent repairs until your insurer has assessed the damage. For weather-related events, photograph all damage before any clean-up. Your sum insured must reflect the current rebuild cost — review it annually.
Read Your Policy Carefully
Always check your policy renewal schedule to ensure all details are correct — particularly your sum insured, coverage limits, and any exclusions. If anything looks incorrect, contact your insurer or adviser before an incident occurs.
Making a Complaint
We are committed to resolving complaints promptly and fairly. There are two types — complaints about your insurer, and complaints about our referral service.
Complaint About Your Insurer
Contact your insurer directly in the first instance. Most NZ insurers are members of the Insurance Council of NZ (ICNZ) and are bound by the Fair Insurance Code.
Complaint About Our Service
If you have a complaint about BuildingsInsurance.co.nz or the referral service provided by Cover4You, please contact us in writing.
Email a ComplaintSupport for Vulnerable Customers
We are committed to supporting customers who may be in vulnerable circumstances — including those experiencing financial hardship, health difficulties, bereavement, or other challenges affecting their ability to engage with insurance services.
Extra Time & Care
We will take extra time when communicating with customers who need it. Please tell us if you need information presented differently or more time to make decisions.
Third-Party Support
You can authorise a trusted person — a family member, support worker, or advocate — to communicate with us on your behalf at any time.
No Pressure
We will never pressure you into making decisions. If you need time to consider your options or seek independent advice, please take the time you need.
For support contact us at hello@cover4you.co.nz. For financial hardship guidance, MoneyTalks (0800 345 123) offers free support. For crisis support, Lifeline is available on 0800 543 354.