How to make a home or contents claim

If you need to make a claim on either your home or contents insurance, IAG and ASB are here to make the whole process as quick and easy as possible.


Making a claim

Following loss or damage to your home or contents, things can be stressful. Here are some tips and suggestions to make your claim as smooth as possible.
Before getting in touch, please try and get together the following things:

  • Your policy number
  • A brief written description of what happened and the damage (photos are helpful)
  • Proof or ownership such as receipts or valuations
  • A police report if you have one

Experienced a burglary?
If you have been burgled, you must report it to the police as soon as possible and obtain a police file number to use with your claim. Try and get together a full list of items stolen as well as proof of ownership, such as receipts or valuations – these will be required by our claims team.

Whatever the situation our claims team are here to help, and if you don't have all of the information required we can work with you to get your claim sorted.

Call us:
The ASB claims team are available on Monday to Friday 8am to 6pm on 0800 200 242 or +64 9 969 9282 from overseas.

Need urgent assistance outside of these hours?
Phone 0800 200 242 and choose option 1.

Email us:
Email asbclaims@iag.co.nz with the information above if you have it. The claims team will get back to you within 2 business days of receiving a new claim enquiry.


The claims process

  • Below are some aspects of the process and how our claims team help you.

    Assistance with repairs and replacement
    The claims team have access to the experts and resources that are necessary to assist you with your repairs and replacement.

    Loss Adjuster
    Loss adjusters specialise in dealing with losses involving insurance claims and may visit you to view the loss or damage. They can also assist you in arranging for repairs and replacement. Your assigned claims specialist will let you know if you will be dealing with a loss adjuster.

    Fire claims
    If your claim involves a fire, we may appoint a specialist to work with your Loss Adjuster and the authorities to locate where and how the fire started. The NZ Fire Service also provide helpful information on what to do after a fire.



Natural disaster claims

What to do following a natural disaster
The Earthquake Commission (EQC) provides natural disaster insurance for residential homes and contents called EQCover. You automatically have this cover as part of your ASB Home Insurance.

EQCover gives you financial protection for natural disasters such as earthquakes, landslips, volcanic eruptions, hydrothermal activity and tsunamis. It also includes storm, flood and fire cover that might follow these disasters.

How to make a claim on EQCover

  • ASB General Insurance is underwritten by IAG New Zealand Ltd (IAG). IAG will act as an agent of the EQC for the EQC portion of claims resulting from damage under EQCover from 30 June 2021. 
  • If your home or land is damaged in a natural disaster, IAG will be your single point of contact to support your insurance recovery.
  • We encourage all our customers to lodge their claim as soon as they identify damage. However, you’ll have up to three months to lodge an EQC claim following a natural disaster event. Claims will also be considered up to two years, as long as the lateness of the claim does not materially prejudice EQC's ability to assess the claim.  



Storms in New Zealand have been occurring more frequently and have been causing more damage. Here are some tips for dealing with storms before and after they hit.

Before a storm:
If you are aware of a storm that will impact where you live, here are some tips to help minimise damage:

  • Secure heavy items such as trampolines that could cause damage if they were to move during high winds
  • Bring your outdoor furniture, such as tables, chairs or BBQs indoors or secure in a shed
  • Get your roof checked regularly for any loose areas or areas that need maintenance

After a storm:
If after a storm you have incurred any damage to your home or contents, contact IAG to make a claim. It can also be helpful to take photos of damage. If you are a tenant and the property you live in has experienced damage, let your landlord know as soon as possible.

Met Service provides regular storm updates and general tips and guides on what to do during a storm.


Other situations we can help

Lost or stolen keys:
You are covered for up to $1,000 to replace lost, stolen or damaged keys (or equivalent) and to alter your locks.  No excess applies to these claims and your no-claims bonus won't be affected. Call us and we will put you in touch with the right people.

Broken window:
A $250 excess applies to accidental glass breakage. If you want to claim, give us a call and we will give you a claim number and the details of a local repairer.

Water leaking:
You may be able to claim for water leaks under your home insurance policy, up to $5,000 per annual period, if the leak occurs while you are living in the home. There are specific criteria for these types of claims to be accepted.

Try and fix the leak immediately to restrict further damage. Contact us as soon as possible and keep a record of any repairs made and receipts for works as you may be able to include these in any claim.

Contact us

Call us

For general enquiries or to get insurance over the phone.

0800 200 252

Need to claim

You can call us.

0800 200 242

Other helpful guides

The availability of insurance cover is subject to your application being approved. Terms, conditions and exclusions apply. For full details, refer to the policy document which is available from ASB Bank Limited. This insurance is underwritten by IAG New Zealand Limited. See further information regarding IAG's financial strength rating.

Home and contents insurance How to make a home or contents insurance claim