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Claims

If you have to claim

Three walkthroughs, built from the steps Consumer Protection publishes and from the insurers’ own wordings. None of them says what will happen on your claim: that is decided by your policy wording and by your insurer, and this site is neither.

Last checked against Consumer Protection and insurers' own wordings on 2026-09-16

A crash that was your fault

Your level of cover decides the whole shape of this. Comprehensive is the only one of the three that pays for your own car in a crash you caused. All three pay for the damage you did to the other person's car and property, up to the limit in your wording.

5 steps →

A crash that was not your fault

There are two routes: claim on your own policy, if you hold a level that covers your car, or pursue the other driver and their insurer directly. Which is open to you depends on your cover, and the details you collect at the scene decide how well either one goes.

4 steps →

A stolen car

Third party fire and theft and comprehensive both cover theft; third party only does not. The size of the payout is decided by whether your policy is agreed value or market value — which is set long before the theft, on your schedule.

4 steps →

What can I do if my claim is declined?

Take it up with the insurer’s own complaints team first. If that does not resolve it, ask which dispute resolution scheme the insurer belongs to and go to that scheme. It is free for consumers, and it is a step you are entitled to take before anything more formal.

“If you have had a claim refused and disagree with your insurer's decision, first take it up with their complaints team. If you can't sort it out directly, ask your insurer which dispute resolution service they belong to and get advice from them.”

Only one of the eight wordings we read names its scheme. For the rest, Consumer Protection’s own advice is the answer: ask the insurer which dispute resolution scheme it belongs to. Many New Zealand insurers belong to the Insurance & Financial Services Ombudsman Scheme, which is free to consumers — “We resolve complaints about insurance and financial services. Our service is independent, fair and free for consumers.”

Sources

Read on 2026-09-16. If a source and this page disagree, the source is right.