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Making a contents claim
Our claims experts are here to get your claim settled as quickly and easily as possible. While the process can vary depending on the circumstances of your claim, here is an overview of what you can expect.
Starting the claims process
Once you have notified us of your claim we advise the insurer of the details so they can start the assessment process with you.
Assessment
A claim can often be assessed by your insurer without the need for a site visit. However if your claim is more complex or the damage is extensive, your insurer will appoint a loss adjuster who will be in touch to arrange a suitable time to visit you on site. A loss adjuster is an insurance professional who investigates and assess your claim on the insurers behalf.
Claims settlement
Once the cost of repairs or replacement is agreed, your insurer will either settle the costs in cash with your policy excess deducted, or arrange for their suppliers to work with you to complete reinstatement. Under this option, you will have to pay your policy excess directly to the supplier. Your excess is the amount that you need to contribute to the cost of a claim.
COMMON QUESTIONS
What additional information do I need to provide when claiming for lost or stolen items?
Your insurer may ask for some additional information when you are claiming for lost and stolen items. This could include proof of purchase such as receipts, user manuals or photos. We can guide you through the process and let you know exactly what information is needed.
What are some examples of documentation that can be used as proof of purchase?
As receipts or other documentation may not always be readily available, insurers accept a range of alternative forms of proof of purchase, such as bank and credit card statements, valuations, contracts of sale or even photographs of the items.
What additional information do I need to provide when claiming for damaged items?
If you need to claim damaged items, your insurer may request a damage report to assess if repair is possible. If the item cannot be repaired, your insurer can arrange a purchase through one of their approved suppliers.
What is a specified item and how do I find out if any limits apply?
Most home contents policies have limits on how much you can claim for certain items, such as jewellery, bikes and camera equipment. If you wish to insure any item for more than its policy limit, you can often choose to pay an extra premium and specify the item on your policy. This item then becomes a ‘specified item’ with its own policy limit.
Do I have to pay the excess if the damage was caused by someone else?
The excess is the amount that you need to contribute to the cost of a claim. If you can provide the details of the other person involved in the claim, the insurer will attempt to recover the costs from them once your claim is settled. If the recovery is successful, your excess will be reimbursed.
What is legal liability and what can I claim under it?
The ‘legal liability’ part of your home contents insurance policy, protects you from being held responsible for accidental injury, loss, or damage. It covers damages or reparation for accidental bodily injury or damage to someone else's property.
Refer to your policy or contact us for more details.
What is a loss adjuster?
A loss adjuster is an insurance professional who investigates and assesses your claim on the insurer's behalf.
How we support you
As your insurance broker, we do all we can to minimise the concern and disruption that can be associated with a claim.
Your dedicated Gallagher claims contact will support you throughout the process, advocate on your behalf with the insurer as needed and keep you updated on progress.
For more help, please contact us on 0800 252 461 or claims.team@ajg.co.nz
