# CL-M-02: My car's been stolen. Do I contact the police or the insurer first, and what happens next? Collected 11 October 2026 [Car insurance study](https://nzbrands.ai/research/insurance/car-insurance) ## ChatGPT Answer ID: 8fe92f0a-5077-42ae-964d-a4c3a5ae79ba I’m sorry — having your car stolen is really stressful. In New Zealand, contact the Police first, then your insurer as soon as possible. You don’t need to wait for the Police investigation to finish before notifying your insurer. ## What to do right now 1. Report the theft to Police - If the theft is happening now, someone is still there, or anyone is in immediate danger, call 111. - Otherwise, report the stolen vehicle online through [NZ Police — 105](https://www.police.govt.nz/use-105) or call 105. - Have your registration number, make, model, colour, last known location and approximate time of theft ready. - Keep your Police report or reference number for your insurer. 2. Notify your insurer immediately Call your insurer's claims line or lodge a claim online. Tell them the car has been stolen and provide your Police reference number if you have it. Check your policy for theft cover, your excess and any conditions. Comprehensive policies commonly cover theft, but third-party-only policies generally don't cover the theft of your own vehicle. 3. Gather the details Write down when and where you last saw the car. Save any CCTV footage, dashcam recordings, tracking information or messages that might help. Make a list of any valuables or belongings stolen with it. Don't put yourself at risk trying to find or recover the vehicle. ## What happens after you report it? The process varies by insurer and policy, but this is the usual sequence. 1. Police log the theft. They place a stolen alert against the vehicle's registration. If they locate it, they'll contact you. [What happens after I make a Police report?](https://www.police.govt.nz/faq/what-happens-after-i-make-police-report) 2. Your insurer opens a claim. They'll ask questions about the theft, the keys, vehicle security and your insurance cover. They may request the Police reference number and supporting documents. 3. There may be a waiting period. Some insurers allow time for the car to be recovered before settling a theft claim. For example, IAG's published guide describes a seven-day stand-down period; this is not a universal rule. [Stolen vehicle claims:](https://www.iag.co.nz/content/dam/corporate-iag/iag-nz/nz/en/documents/corporate/stolen-vehicle-claim-lifecycle.pdf) 4. If the car is recovered, Police may need to authorise its release or movement. The insurer may arrange an assessment and repairs if it has been damaged. 5. If the car isn't recovered, or is declared a total loss, the insurer will assess your claim and explain any settlement, excess and applicable policy conditions. The payout may be based on the agreed or market value specified in your policy. [Car insurance](https://www.consumerprotection.govt.nz/help-product-service/cars/paying-registering-insuring-car/car-insurance)[Stolen vehicle claims:](https://www.iag.co.nz/content/dam/corporate-iag/iag-nz/nz/en/documents/corporate/stolen-vehicle-claim-lifecycle.pdf) ## A few important things to do - If your house keys, garage remote or documents showing your address were in the car, consider securing your home. - If you have a car loan, tell your finance provider if required under your agreement. - Keep receipts for necessary transport costs and ask your insurer whether rental cars, taxis or other temporary transport are covered. - If you discover more information later, update Police and your insurer. ## Let me help with your next step Have you already reported the theft to Police, and what type of car insurance do you have? That will help me explain what you should do next and what you might expect from your claim. ## Gemini Answer ID: 7f47d0f9-b426-42f9-b896-a83ad03403ed In New Zealand, you must **contact the Police first**, and then immediately contact your insurance company. --- ### Step 1: Contact the Police Before doing anything else, double-check that your vehicle hasn't simply been towed (e.g., by the council or a body corporate). Once confirmed stolen: * **If it is happening right now:** Call **111**. * **If it has already gone:** Report it to the Police as soon as possible. You can file a report online via the **NZ Police 105 website** or by calling **105**. * **What you need to provide:** Your vehicle's make, model, registration plate number, where/when it was last seen, and any unique identifying features. * **The outcome:** The police will issue you a **Police Acknowledgement / Reference Number** and put a stolen alert on your registration plate. ### Step 2: Contact Your Insurer Call your insurance company straight away to lodge a claim. * **What you need:** Your policy number and the Police reference number you just received. * **Note on coverage:** Keep in mind that a standard **Third Party Only** policy does *not* cover the theft of your own car; you need **Comprehensive** or **Third Party, Fire and Theft** cover for theft. --- ### What Happens Next? 1. **The Stand-Down Period:** Most New Zealand insurers enforce a stand-down period (often around 7 days) from the date you lodge the claim. This allows time for the vehicle to potentially be located or recovered by the police. 2. **If the Vehicle is Found:** * If it's recovered during or after the stand-down period, the police or your insurer will inspect it. * Your insurer's assessment team will determine if it can be repaired or if it is a total loss (written off) due to damage or stripping. 3. **If the Vehicle is Not Found (Written Off):** * **The Payout:** Your insurer will settle the claim based on your policy type. If you have **agreed value**, you get that set amount. If you have **market value** (most common), they will pay what the car was worth right before it was stolen (usually based on recent market valuations). * **Deductions:** The insurer will subtract any applicable **excess** (and sometimes remaining/outstanding premiums for the rest of the policy year if paid monthly) from your payout. * **Finance/Loans:** If you still owe money on a car loan, remember that insurance payout goes toward the car's value, not automatically your loan. If you owe more than the car is worth, you remain responsible for the shortfall unless you held GAP insurance. Is there anything specific about your insurance policy or car details you'd like to check while you sort this out? ## AI Overviews Answer ID: 55bc2a9d-3383-42b0-97ca-38aa4d426e44 You must contact the **New Zealand Police** first before contacting your insurer. Your insurance provider cannot process a theft claim without a police-issued **file reference number**. Here is exactly what you need to do and what happens next in New Zealand. Step 1: Double-Check and Report to the Police Before reporting, quickly ensure the vehicle wasn't borrowed by a family member, legally towed, or simply moved. Once confirmed stolen: * **If the theft is happening right now:** Call **111** immediately. * **If the theft happened in the past:** Call the police non-emergency line on **105** , or log it faster online at the [New Zealand Police 105 Portal](https://105.police.govt.nz). **Information to have ready:** * Vehicle registration plate number, make, model, year, and colour. * The exact or approximate timeframe and the location where it was last seen. * Any unique features or contents inside (e.g., roof racks, laptops, work tools). * Whether it has an active GPS tracker or alarm system. _Note: Write down the**Police File Number** they give you immediately; you will need it for the next step._ Step 2: Contact Your Insurer Once you have your police report number, contact your vehicle insurance provider as soon as possible. Most major NZ insurers (like [AA Insurance](https://www.aainsurance.co.nz) or [State](https://www.state.co.nz)) allow you to lodge a claim online or over the phone. **What to provide:** * The Police File Number. * A list of any personal belongings that were inside the vehicle (these are sometimes covered under a separate contents insurance policy). What Happens Next? The progression of your claim depends entirely on whether your vehicle is recovered by the police or remains missing. Scenario A: The Vehicle is Recovered If the police locate your car, they will secure it and arrange for it to be safely towed to a secure yard. * **Assessment:** Your insurer's assessment team will inspect the vehicle to evaluate the damage (such as a broken ignition or smashed windows). * **The Outcome:** The vehicle will either be cleared for professional repairs or, if the structural or mechanical damage is too severe, classified as a **total loss (written off)**. Scenario B: The Vehicle Remains Missing If the car is not found immediately, a mandatory **stand-down period** begins from the date you reported the theft or filed the claim. Depending on your specific insurer, this waiting period typically lasts between **7 to 10 days** (though some complex or commercial policies can take up to 30 days). * **Settlement:** If the vehicle is still missing after this timeframe, the insurer will process a payout based on your policy's **agreed value** or **market value** , minus your chosen excess fee and any remaining unpaid insurance premiums. * **Ownership Change:** Once the payout is finalized, legal ownership of the vehicle officially transfers to the insurance company. This ensures that if the vehicle is discovered down the road, you are completely free of any liability or ties to it. If you need help tracking down contact details, who is your **insurance provider** , and do you have a **GPS tracker** active on the vehicle? ## Google AI Mode Answer ID: 679ea005-ab30-4977-b90b-9bfb70464c27 You should **contact the police first**. Before you call, make sure to double-check that the car hasn't simply been towed or moved by a local council or parking enforcement. Once you are certain it's stolen, the immediate steps and what happens next unfold as follows: 1. **Contact the Police:** Report the theft immediately to the New Zealand Police by calling **105** for non-emergencies or using the [105 Online Reporting Tool](https://www.police.govt.nz/advice-services/all-online-options). (If the theft is currently happening or the offenders are present, call **111** immediately). Have your vehicle’s make, model, registration plate, and last known location ready. The police will issue you a **file number/acknowledgement number** , which your insurance company will require. 2. **Contact Your Insurer:** File a claim with your car insurance provider as soon as you have your police file number. You can typically do this via your insurer's online claims portal or phone helpline. 3. **The Stand-Down Waiting Period:** Insurers generally enforce a waiting period (often between 7 to 14 days) to see if the vehicle is located by police before moving to a final settlement. 4. **If the Vehicle is Recovered:** If police find your car during the waiting period, your insurer will arrange for it to be towed and assessed for any damage. You'll cover your standard excess if repairs are needed. [IAG NZ] 5. **If the Vehicle is Not Recovered:** If the car isn't found within the standard observation window, your insurer will process your claim based on your policy type (settling at agreed value or market value), minus any applicable excess and outstanding premium payments. They will handle the de-registration and transfer of ownership. To help me give you more relevant guidance, could you tell me: * **Who your insurance provider is**? * Whether your policy is for **agreed value or market value**?