Navigating the insurance process after a natural disaster

Music plays. The NZCRS logo appears against a white background. The text "New Zealand Claims Resolution Service Insurance Claim Process" moves into frame. Cut to a head and shoulders shot of a person with short grey hair wearing a white check shirt and a greenstone taonga. The MBIE logo appears briefly in the bottom left corner, showing his name and job title: "Darren Wright, Director NZCRS."

Darren Wright: Navigating the house insurance process after a natural disaster can be stressful and confusing. NZCRS is a free and independent service, here to help you to make informed decisions so you can resolve your claim.

The NZCRS logo and text "New Zealand Claims Resolution Service | Free and independent service" fades in and out. A graphic of a homeowner passing a document labelled "Claim" along to an insurer appears next to Darren.

Darren Wright: Your first and most important step is to lodge your claim with your insurer. Confirm with them if they intend to manage the repair, or if you are to manage it.

Cut to the graphic taking up the whole screen. A crossed spanner and screwdriver inside a location icon appears above the insurer. A line appears connecting the insurer to a builder in an orange helmet and hi-vis jacket. The builder and tool icon fade out.

[Voiceover] Darren Wright: If your insurer is going to manage the repair, they will engage with the builder and organise costs, but it often works out that homeowners manage the repair. So you'll need to find a builder to do the repair work. Get a quote from your builder, which includes a detailed scope and costing of the repairs and send the quote to your insurer to get their approval.

The same tool icon fades in above the home owner. The builder fades in with a line connecting the homeowner to the builder. A document labelled "Quote" appears next to the builder. The homeowner passes the quote along to the insurer. A green tick appears above the insurer. Cut to Darren.

Darren Wright: The quote must only be for the repair of the damage. Any additional work you're wanting to do should be kept separate. If your insurer is managing the repair, it's important that you thoroughly check their scope to ensure everything is included.

Cut back to graphic. The quote icon reappears, now with a magnifying glass. A tip box with an orange lightbulb symbol appear below the graphic. The text reads "Check scope to ensure everything is included." A green tick appears above the homeowner and fades out.

[Voiceover] Darren Wright: You may also need to hire other professionals like engineers or architects as part of the work. Your builder should let you know what additional support is needed.

An image of an engineer and an architect appear next to the builder. The tip box now reads: "Your builder should let you know what additional support is needed." Cut to Darren.

Darren Wright: Always check with your insurer before you engage any experts to make sure they agree it's needed and that they will accept the costs. Before work starts and costs are incurred. You and your insurer will need to agree on both the scope and quote, this can take some time, but getting approval before work begins will reduce the chance of disputes and make the whole process easier.

Cut back to graphic of the homeowner and insurer with a quote between them. Both homeowner and insurer have a green tick above their heads. The ticks fade out. 

A document and dollar symbol labelled "Payment received" appears between the homeowner and insurer. A house symbol with the tool icon appears under the home owner. The tip box reads "Any money you get from your insurer must be spent on repairing your property." Cut back to Darren.

Darren Wright: Any money you get from your insurer must be spent on repairing your property. If not, this could impact future insurance claims, as well as your ability to get or maintain a mortgage. If you're asked to sign anything by your insurer, it's really important that you seek independent advice before doing so.

Cut back to graphic. A document symbol labelled "Signature required" moves from the insurer to the homeowner. A legal expert appears under the homeowner. The tip box reads: "Seek independent legal advice before signing anything." Cut to close up of Darren.

Darren Wright: Be aware that your scope may change during the repairs. If you find damage that was missed from the initial scope, or other issues come up, stop and get in touch with your insurer. Always check before acting and get approvals in writing.

Cut to graphic of the homeowner and insurer with green ticks above them. A document and pen symbol labelled "Approvals" is between them. The tip box reads: "Always check before acting and get approvals in writing." Cut back to Darren.

Darren Wright: During this process, if you and your insurer have a disagreement, or if you're concerned or confused about the process, seek independent advice. This is where NZCRS can help. The New Zealand Claims Resolution Service provides free advice and access to experts to help you through the process. If you need help with any aspect of the claim, or have any questions, get in touch.

The NZCRS logo and text "New Zealand Claims Resolution Service | Free and independent service" fade in next to Darren. The website address and phone number fade in underneath:  NZCRS.govt.nz | 0508 624 327

The image fades out to the MBIE logo and the NZ government logo.

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