Claims, demystified
What actually happens when you claim
Most kiwis go years without making a claim, then make one and discover the process is nothing like they imagined. These walkthroughs cover the three claim types you're most likely to face — what to do, in what order, and the pitfalls that quietly cost people money.
How NZ car insurance claims work
The NZ car insurance market is mostly underwritten by a small number of companies (IAG, Suncorp, Tower, Hollard) operating under a larger number of brand names. The brand on your policy schedule decides who you call to lodge a claim, but the underlying claims process — assess, repair, settle — is broadly similar across the market.
Three things matter on every claim. First, lodge promptly: most policies require notification "as soon as reasonably practicable" after the event. Second, document everything: photos at the scene, contact details for any other party, and a written record of every conversation with the insurer. Third, know your excess and your no-claim discount situation before you lodge — an at-fault claim that costs $400 in excess often costs another $300/year for several years in lost no-claim discount, which changes the maths on small-damage claims significantly.
The walkthroughs below are written from the perspective of a typical NZ comprehensive policy. If you have third-party-only cover, your options narrow — for own-car damage, there's no claim to make; you're either paying for repairs out of pocket or claiming against the at-fault party's insurer.
The walkthroughs
Three claim types, end to end
at-fault crash
How an at-fault crash claim actually works
You hit someone. What happens next, what your insurer does, and what the excess actually costs you.
Typical timeline
Two to six weeks for a standard repair. Write-offs and disputes can take longer. Hire-car coverage typically capped at 14 days.
not-at-fault crash
What happens when someone else hits you
The other driver is at fault. What you can claim, whether to use your insurer or theirs, and the excess question.
Typical timeline
Three to twelve weeks. Faster if the other driver and insurer cooperate; longer if fault is contested or the other driver is uninsured.
theft
When your car is stolen — claims, timelines, and what you actually get paid
Theft claims sit somewhere between simple and unpleasant. Here's the typical NZ experience.
Typical timeline
Three to six weeks if not recovered. Recovered cars flip to repair claims and follow standard repair timelines.