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If you make a major home insurance claim for storm damage in New Zealand, the process usually moves through emergency protection, an insurance assessment, a decision on what is covered, repairs or rebuilding, and finally settlement of the claim.

The part that surprises many homeowners is that making a claim doesn't automatically mean an insurer will pay for everything, arrange every repair immediately, or provide somewhere else to live. What happens depends on your policy, the severity of the damage, whether your home is safe, and how complicated the repairs are.

Here's what you can realistically expect, from the first phone call through to getting your home back.

1. The first 24–72 hours: making the property safe

Your immediate priority is preventing further damage.

• Contact your insurer's emergency claims line as soon as possible.
• Photograph and video the damage before moving or removing anything, if safe.
• Arrange reasonable temporary protection, such as tarpaulins or boarding up broken windows.
• Keep receipts for emergency tradespeople, materials, accommodation and other related expenses.
• Stay out of areas with structural damage, exposed wiring, or possible electrical hazards.

Your insurer may send an emergency contractor, roofer, builder or loss adjuster. In a widespread storm, there can be a backlog, so you might initially receive instructions over the phone rather than an immediate site visit.

Important: Don't wait for an assessor if urgent action is needed to protect people or prevent more damage. Follow your policy's emergency procedures, and contact your insurer as soon as possible. Avoid authorising major permanent repairs before discussing them with the insurer, unless immediate safety or damage prevention requires it.

2. The first week or two: the insurer investigates

The insurer opens a claim, gives you a claim number and begins establishing what happened and how extensive the damage is.

Typical steps include:

• A claims handler becomes your main contact.
• A loss adjuster or assessor may inspect the house, roof, ceilings, insulation, foundations and other affected areas.
• Builders and specialists may investigate hidden damage, such as moisture inside wall cavities, damaged wiring or compromised structural components.
• A scope of work and cost estimate are prepared, sometimes after several inspections.

For a major claim, the first inspection may not reveal the full extent of the damage. A roof leak, for example, might later turn out to have damaged insulation, plasterboard, flooring and electrical components.

A complex claim can take weeks just to establish the full scope. After a severe weather event affecting many properties, inspections and contractor availability can take considerably longer.

3. What happens if your house is unliveable?

You may need to move out, even before the claim is fully settled.

If the home is unsafe, has significant water damage, or lacks usable essential facilities, ask your insurer immediately about temporary accommodation cover.

Depending on your policy, this may help pay for:

• A rental house or apartment.
• A motel or other short-term accommodation.
• Reasonable accommodation for your household and, in some policies, pets.
• Storage for belongings, if covered.

There are some important catches:

• You may need to find the accommodation yourself.
• Your insurer may need to accept the claim before paying the benefit.
• Dollar limits and time limits apply.
• Meals, travel, utilities and other living costs may not be covered.

Ask the insurer to confirm the weekly or total accommodation allowance, when cover starts, how long it can last, and whether you pay upfront and claim reimbursement. Don't assume accommodation cover will continue for the entire time rebuilding takes. ICNZ Consumer Guide 2025 – Temporary Accommodation benefits in House and Contents policiesHow to Make an Insurance Claim

4. The big question: what will the insurer actually pay for?

This is where the detailed assessment and your policy wording become crucial.

Storm damage	What generally matters
Roof blown off or damaged by wind	Whether the policy covers the event and resulting damage
Rain enters through storm damage	Whether the resulting internal damage is covered
Fallen tree damages the house	The insured damage, removal costs and policy limits
Floodwater enters the house	The specific flood and natural-hazard provisions in the policy
Leaking roof caused by years of deterioration	Whether the cause is excluded as wear, deterioration or lack of maintenance
Water damage reveals pre-existing problems	Whether each part of the damage resulted from the insured event or another cause

These are examples, not guaranteed claim outcomes. Insurers distinguish between sudden storm damage and existing defects or gradual deterioration, and the exact wording matters. Home and contents insurance: How to make a claimHow to Make an Insurance ClaimCover for storm, flood, and landslide damage :: Natural Hazards Commission Toka Tū Ake

A New Zealand-specific complication: natural hazards cover

New Zealand has a separate natural-hazards insurance system, administered by the Natural Hazards Commission Toka Tū Ake (NHC), alongside private home insurance.

If your home has eligible damage from a covered natural hazard, such as certain landslides, your insurer will generally manage the relevant NHC claim as part of the overall process. But ordinary wind and rain damage are not automatically NHC-covered simply because a storm caused them. The cause of the damage and the statutory cover rules matter. Cover for storm, flood, and landslide damage :: Natural Hazards Commission Toka Tū AkeAbout natural hazards cover :: Natural Hazards Commission Toka Tū Ake

You should ask the insurer to explain which parts of the claim fall under your private policy and whether any NHC cover applies.

5. Once the claim is accepted: repair, rebuild or cash settlement

Your insurer will normally explain its proposed settlement and the next steps. For a major claim, the process may look like this:

A. The repair scope is agreed

The insurer documents what needs to be repaired, the estimated cost and any relevant exclusions or limits.

B. A repair or rebuild plan is arranged

The insurer may appoint a builder and manage the work, or ask you to arrange repairs under an approved scope and budget.

C. The claim is settled

Depending on your policy and the circumstances, this may involve insurer-managed repairs, payment for approved repair costs, or a cash settlement.

D. Repairs are completed and checked

Contractors complete the work, any defects or outstanding items are addressed, and the property is made fit for use.

For a cash settlement, don't assume the amount offered will automatically cover every quote you obtain. Compare the insurer's written scope and costings with the actual repair requirements. If there is a shortfall, ask why before accepting the offer.

Also check how the excess is deducted, whether GST is included, what happens if hidden damage is found during repairs, and whether there are conditions attached to payment. Natural-hazard claim settlements may have additional rules. Claims process :: Natural Hazards Commission Toka Tū AkeNavigating the insurance process after a natural disasterHome and contents insurance: How to make a claim

6. How long does the whole process take?

There is no single standard timeframe for a major storm claim. The following is a practical illustration, not a guaranteed insurer schedule.

First few days

Emergency response

Claim lodged, safety measures, temporary protection and accommodation discussions.

1–4+ weeks

Assessment and investigation

Inspections, reports, quotes and investigation of hidden damage. Complex cases can take much longer.

Several weeks to months

Scope and settlement

Coverage decisions, repair estimates, negotiation and agreement on the settlement approach.

Several months or longer

Repairs or rebuilding

Contractor availability, materials, specialist work, council approvals and weather can all affect completion.

A home needing roof replacement and internal repairs may be restored much sooner than one needing structural work, extensive drying, major rebuilding or land stabilisation. After a widespread storm, demand for builders and specialist contractors can also cause delays.

The most useful thing you can do is ask for an expected timeline for your claim and request updates at agreed intervals.

7. What commonly goes wrong?

These are the issues worth watching for:

• The scope is incomplete. Hidden moisture damage, insulation, electrical work or damage to secondary structures may not be included initially.
• The insurer and builder disagree with your contractor. They may use different assumptions about what needs replacing and what can be repaired.
• The claim is delayed. The insurer may be waiting for an engineer's report, additional evidence, a quote or a coverage decision.
• The cash offer seems too low. The insurer's estimate may differ from real-world quotes or omit parts of the necessary work.
• Accommodation cover runs out. The house may still be under repair when the benefit limit is reached.
• There is a dispute over the cause. The insurer may attribute some damage to wear and tear, an existing defect or an excluded cause rather than the storm.

None of these automatically means the insurer is acting improperly. But you can ask for reasons in writing, request supporting reports and challenge an assessment with evidence. Consumer NZ recommends not feeling pressured to accept the first settlement offer before checking that it meets your policy entitlements. Home and contents insurance: How to make a claimClaims process :: Natural Hazards Commission Toka Tū Ake

8. What you should do to protect yourself

Use this checklist when managing a substantial claim.

Claim management checklist

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Save the policy wording, schedule and claim number.

Photograph and list all visible damage, including sheds, fences and contents where relevant.

Keep receipts and a record of emergency work and accommodation expenses.

Ask for the written damage scope, assessor reports and settlement breakdown.

Ask how hidden damage and additional repair costs will be handled.

Keep a dated record of calls, emails, decisions and promised follow-ups.

Get independent repair quotes if the proposed scope or amount seems inadequate.

Check that any settlement agreement explains what is included and what remains your responsibility.

9. What if you think the insurer is treating you unfairly?

You don't have to manage a complicated dispute alone.

• Start with your insurer: Request a written explanation of the decision, the policy clause relied on and copies of relevant assessment reports.
• Use the insurer's formal complaints process: Keep your complaint specific and attach quotes, photographs and evidence.
• Contact the New Zealand Claims Resolution Service (NZCRS): This government-supported service provides free, independent advice and eligible homeowners may receive case management and access to technical or legal assistance after natural disasters. Visit NZCRS.
• Consider the relevant insurance dispute-resolution scheme: Depending on your insurer and circumstances, an external scheme may be able to consider your complaint.

The NHC also provides information about natural-hazard claims and disputes. See its claims process and dispute guidance. Resolving severe weather event insurance claimsAbout our processClaims process :: Natural Hazards Commission Toka Tū Ake

The bottom line

For a major storm claim, expect an investigation rather than an instant payout. The insurer will establish what happened, determine what the policy covers, agree on a repair scope and then arrange or fund the work under the applicable settlement terms. You may have to manage temporary accommodation and keep close track of the process in the meantime.

One detail would help me give you a much more realistic picture: Have you already made a claim, or are you trying to understand what would happen if a major storm damaged your home?