Experiencing a natural hazard event can be stressful. If you've been impacted and have had to make a claim, rest assured that Tower is here to help.
Here we give a rundown on what to expect if you've made a house insurance claim following a natural hazard event that occurs on or after 1 July 2024.
What happens during a house insurance claim?
Step 1 - Lodge your claim
Let us know as soon as you can about damage to your home by lodging a claim in My Tower*. If you don't have a My Tower account, register here. If you're unable to claim via My Tower, you can complete the claim form online here.
*Only claims for car, contents, house, and landlord policies can be lodged through My Tower.
Step 2 - We assess the damage
One of our assessors will aim to contact you within two business days to assess the cause and extent of damage to your property. In some cases, the assessor will work for one of our assessing partners, like Gallagher Bassett, who will act on Tower's behalf to work with you.
The assessor will work with you on a scope of work and cost estimate to complete repairs to the damaged areas of your property.
In some cases, a more detailed report may be required, or immediate make safe work may be necessary. If that's the case, the assessor will work with you to carry this out.
If your claim is a NHCover claim managed by Tower, the assessor may also engage a structural engineer, a geotechnical engineer, and a land valuer.
Step 3 - We review the assessment report
Your assessor and Tower will review the assessment report(s) and confirm that we have all the necessary information to proceed with repairs.
In the case of a NHCover claim, your assessor will provide the assessment report(s) to your claim manager at Tower, who will then contact you to discuss the outcome.
Tower has been appointed as an agent to manage NHCover claims on behalf of the Natural Hazards Commission Toka Tū Ake (NHC), to streamline the claims process and give you a single point of contact for all your insurance matters.
Step 4 - Repair begins on your property
If you receive a cash settlement for your claim, you'll need to organise and manage the repair to your property yourself. This can be quicker and more convenient if there's a large volume of claims, such as following a natural hazard event.
In this case, your excess will be deducted from the total settlement amount.
If Tower completes the repairs to your property, then Tower will arrange either your assessor to manage, or a builder or tradesperson to carry out the repairs. The assessor, builder or tradesperson will arrange suitable repair times directly with you and update you on progress.
The assessor or Tower will advise you of your excess amount and who to pay that amount to. In most cases, the excess amount is paid to the appointed repairer or supplier.
Is my assessor employed by Tower?
In some cases, the assessor is employed directly by Tower. For some claims, we employ an assessing company that acts on Tower's behalf. That's so we can make sure your claim is resolved as soon as possible.
Who will be in touch once I've lodged my claim, and when?
Once your claim is lodged, our team will appoint an assessor, who may be one of our assessing partners.
The assessor will aim to contact you within two business days after that, provide you with their contact details, and then work with you to confirm and assess the damage and the next steps to repair your home.
Who do I contact for an update on my claim?
If you have any questions about your claim, you can log in to My Tower to check your claim's status. Your claim manager's details are available in My Tower, so you can contact them directly for an update at any time. Alternatively, call us on 0800 379 372 and have your claim reference number handy.
How long will it take to settle my claim?
We'll do our best to keep you informed on the progress of your claim. However, after a natural hazard event, it may take us, or our assessing partners, a bit longer to respond to your requests.
Each claim is unique, and the length of time it takes to resolve claims is dependent on a number of factors.
Your assessor will work with you to provide approximate timeframes.
What if my claim is for damage made prior to 1 July 2024?
For damage following a natural hazard event on or after 1 July 2024, your claim is subject to the NHI Act, and is then referred to as a NHCover claim.
However, if your claim is for damage received following a natural disaster event that occurred before 1 July 2024, your claim is subject to the EQC Act, and is then referred to an a EQCover claim.
Although the cover is similar under both Acts, there are some minor differences. Read more about these here.
The links we provide to third-party websites are for your convenience and do not constitute any endorsement or authorisation by us. The information provided on this page is general in nature and is not intended to be professional or legal advice. Tower does not accept any liability for the accuracy or content of information on this website that belongs to third parties or any third-party website.
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