27 June 2025

Severe weather - claims and assistance

Our thoughts are with all those affected by the severe weather currently impacting the Nelson/Tasman area and Auckland and Waikato. Please stay safe during this challenging time. 

We are working closely with our insurer partners to ensure claims for loss and damage from this event are processed as quickly as possible.

Urgent assistance

Please get in touch with us on 0800 CLAIM 1 (0800 252 461) if you:  

• Have an uninhabitable property, and require alternative accommodation or emergency make safe repairs.
• Have vulnerabilities and need additional assistance.
• Your business provides an essential service and is unable to trade.

Our Onesurance and SMARTpak policy holders also have dedicated teams available for urgent support

• Onesurance claims team: 0800 666 863
• SMARTpak claims team: 0800 772 525

Need to make a claim 

If your business, property or possessions are impacted, you can start a claim here or contact your broker for help. 

We’re here to help

We want to do all we can to support you through the claims process. Here are some steps you can take to help get the best outcome for your claim. 

Property claims

• Once the worst of the weather has passed, dry or air out the property as soon as possible.
• For cleaning and drying assistance, contact Jae Carpet Cleaning if your insurer is NZI, or Chem Dry if your insurer is Vero.
• When filling out the claim, provide photos or videos of damaged areas.
• If 'black water' has entered the home or premises (i.e. sewage flooding damage), move carpet and underlay outside if possible and provide photos of the damage.
• If your commercial property is tenanted, refer to the tenancy agreement to determine liability for carpet and fit-out, and act immediately where you are responsible.

Contents claims

• When completing the claim form, note each item that is water damaged with as much detail as possible, such as the age of the item, where it was purchased from and the purchase price. Please attach receipts and valuations where available.
• It is also useful to provide photos or videos of each item, including brand and serial numbers if applicable.
• If your freezer contents are lost due to power outage or flood, take photos of the items and add them to the claim form list before disposal.
• Do not dispose of other damaged items until a loss adjuster has assessed them, unless absolutely necessary or advised by authorities.

Motor vehicle claims

• Please do not drive flood-damaged vehicles due to potential electrical and contamination issues. We will arrange for the vehicle to be towed.
• Remove your personal belongings if safe to do so before towing.

What to expect from your claims process

While the process can vary depending on the circumstances of your claim, we have more information available about making a property, contents  or motor claim, including commonly asked questions.

Get in touch  

For help with your claim or for more information please call 0800 CLAIM 1 (0800 252 461) or email claims.team@ajg.co.nz.