Client Advisory      Claims     

16 February 2026

Severe weather - claims and assistance

Our thoughts are with everyone affected by the severe weather that impacted Ōtorohanga over the weekend and continues to affect communities across the eastern and southern North Island. 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 support
• 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 have been affected, you can start a claim online or contact your broker for assistance. 

We’re here to help

We want to support you through the claims process as smoothly as possible. Below are some practical steps to help ensure the best outcome for your claim.

Property claims

• Once conditions are safe, begin drying or airing out the property as soon as possible.
• For cleaning and drying assistance, contact Jae Services if your insurer is NZI, or ChemDry if your insurer is Vero.
• When lodging your claim, upload photos or videos of damaged areas.
• If 'black water' (sewage‑contaminated water) has entered the property, move carpet and underlay outside if possible and photograph 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

• List each water‑damaged item on your claim form, including details such as age, place of purchase and purchase price. Attach receipts or valuations if available.
• Provide photos or videos of each affected item, including brand and serial numbers where applicable.
• If your freezer contents were spoiled due to power outage or flooding, take photos before disposal and list the items in your claim.
• Do not dispose of other damaged items until assessed by a loss adjuster, unless necessary for safety or directed by authorities.

Motor vehicle claims

• Please do not drive flood-damaged vehicles due to potential electrical and contamination risks. We will arrange for the vehicle to be towed.
• If safe, remove personal belongings from the vehicle before it is collected

Power disruption and prevention of access to commercial premises

Most Business Interruption policies include a 24‑hour deferment period for interruption caused by loss of power or services, or prevention of access. Losses incurred during the first 24 hours are generally not covered.

If your business experiences a power outage that extends beyond this period and you are unable to operate, our business interruption specialists can assist with your claim.

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, motor or business interruption 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.