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Making a motor vehicle 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 for you. Please note the details of your preferred repairer on the claim form or provide them to the insurer as soon as possible. This enables the insurer to arrange a vehicle assessment promptly.
Assessment of damage
The next step is to take your vehicle to your nominated vehicle repairer so they can prepare a quote and photos of the damage for the insurer. Once the insurer has authorised the repairs with the vehicle repairer, the work can go ahead.
Claims settlement
After the repairs are completed, your insurer will pay the repairer the approved repair cost, minus any claims excess, which is the portion of the claim that you are responsible for paying under your policy. You will need to pay this amount directly to the repairer when you collect your vehicle.
COMMON QUESTIONS
Where do I find a repairer?
Many insurers have approved repairer networks where you can get your vehicle repaired quickly and professionally. If you choose one of their approved repairers, you'll also receive a repair guarantee that means their work is guaranteed for as long as you own the vehicle.
- IAG approved repairers - (NZI, SMARTpak and Onesurance policy holders)
- Vero approved repairers
- Ando approved repairers
If you need help selecting a repairer, please contact us.
What happens when I take my vehicle to the repairer?
The vehicle repairer will assess the damage, take photos, provide a quote for the insurer and if approved, arrange a time with you to complete the repairs.
Do I have to pay the excess if the damage to my vehicle was caused by someone else?
The excess is the amount that you need to contribute to the cost of a claim. If you need to pay an excess, you pay the amount to the repairer when collecting your vehicle. The excess may be waived if you provide the details of the other person involved in the claim, including their registration number.
Can I get a courtesy or loan vehicle while mine is being fixed?
Many repairers provide a courtesy or loan vehicle. If you require one, please check availability with your repairer and whether they charge for a loan vehicle.
What happens if my vehicle is a total loss (write off)?
If it is uneconomical to carry out repairs, the insurer may choose to 'write off' your vehicle. This is also referred to as a 'total loss'. Your insurer will determine the vehicle’s value and pay you this amount less any applicable deductions such as the excess or the balance of your premium funding account.
Read more about the total loss process.
I’ve caused personal injury to somebody or damage to someone else’s property - am I covered for this?
Home, contents and motor policies provide a personal liability benefit, which can cover you if you are legally liable for causing bodily injury to others or damage to their property. If you are involved in an accident, it is important that you do not admit fault, but speak to us in the first instance.
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
