Make a claim on home & contents insurance

Home and contents policies underwritten by IAG New Zealand Limited.

How to claim on home and contents policies underwritten by IAG New Zealand Limited. (If you’re not sure who underwrites your policy, check your policy documentation).

Claim online in the IAG portal

It takes about 7 to 10 minutes to lodge a claim. We’ll review your information and let you know next steps as soon as possible.

Call us anytime for emergency assistance on 0800 309 378. If you’re overseas, call +64 9 308 1101.

IAG’s Disaster Claims Hub.

IAG has an online resource to help you prepare for and recover from natural disasters. It explains what to expect during the insurance claims process and includes answers to common questions and step‑by‑step ‘how‑to’ videos. Visit the Disaster Claims Hub to learn more.

Home, contents and landlord policies underwritten by Tower Limited.

How to claim online for house, landlord, contents, car and boat insurance underwritten by Tower Limited. (If you’re not sure who underwrites your policy, check your policy documentation).

Claim online in Westpac One

Call us anytime for emergency assistance on 0800 639 520. If you're overseas, call +64 9 9603597.

Useful information.

Fire, flood, storm or earthquake claims.

Call 111 for Fire, Police or Emergency Services if there’s an immediate threat to life or property, such as a fire, flood or severe storm.
Contact the Police on 105 for non‑emergency situations, like malicious damage or theft where there’s no immediate threat. They’ll give you an incident number, which you’ll need when making a claim.
Make sure you and your family are safe and follow instructions from Police, Emergency Services or Civil Defence.
Record all damage before you clean up or start repairs, even if it seems minor. Take photos or video as evidence.
If it’s safe, take steps to prevent further loss or damage:
- Turn off water or gas if you suspect a leak
- Use a licensed gas worker to restore mains gas
- Secure broken windows
- Cover damaged roofs or walls with tarpaulins
- Arrange urgent repairs to essential services like toilets and water systems.
Contact us for urgent help or emergency repairs if:
- The property has no power or running water
- Authorities restrict access to your home
- You can’t secure doors or windows
- Water has damaged your home or contents
- The building is exposed to the weather (for example, a hole in the roof).
Call us before you incur costs where possible. If you need to act immediately in an emergency, keep all receipts – you may be able to claim reimbursement later.
Keep receipts, photos, videos, valuations, serial numbers and warranty details. You may need them when you make a claim.

How home, landlord and contents insurance claims work.

1. Submit a claim

Provide as much information as you can when you submit your claim, including proof of purchase where available.

For home and landlord claims, we may ask:
- What damage or loss has occurred
- When it happened
- What caused it or how it happened
- What steps you've taken to prevent further damage.
For contents claims, we may ask:
- What damage or loss has occurred to your belongings
- When, where and how it happened
- What steps you've taken to prevent further damage or loss
- If any items are under finance
- The age of each item
- When and where you bought them.

Helpful information includes receipts, photos, valuations, serial numbers and warranty details.

2. We assess your claim

Our team will review the information you provide and keep you updated throughout the assessment process.

3. We’ll let you know the outcome

If we accept your claim, we’ll pay it up to the amount insured under the relevant benefit in your policy.

FAQs.

Things you should know.

Please read the policy wording to understand the terms, conditions, excesses, limits, sub-limits and exclusions that may apply. Cover is subject to the current underwriting criteria. Claims payments are subject to cover and approval.

Westpac general insurance products are arranged by Westpac New Zealand Limited (Westpac) and underwritten by Tower Limited (Tower) (or were arranged by Westpac and are underwritten IAG New Zealand Limited (IAG)). None of Westpac Banking Corporation ABN 33 007 457 141 (incorporated in Australia), Westpac, or any member of the Westpac group of companies guarantee the obligations of, or any products issued by, Tower or any member of the Tower group of companies, or IAG or any member of the IAG group of companies. Westpac will receive commission payments for policies it arranges or arranged.

Make a claim on home & contents insurance.