# B-T13-H-02: If I buy house insurance through a bank, who do I contact if I need to make a claim? Collected 11 October 2026 [Home and contents insurance study](https://nzbrands.ai/research/insurance/home-contents-insurance) ## ChatGPT Answer ID: 690d481d-42c3-4749-89f1-36f46e3d48b0 If you buy house insurance through a bank in New Zealand, you usually **make the claim with the insurance company that underwrites the policy**, not necessarily with the bank branch or your mortgage contact. The bank often acts as the distributor, while the insurer manages the policy and claims. [BNZ Verify](https://verify.bnz.co.nz/personal-banking/insurance?utm_source=chatgpt.com) The quickest way to know who to contact is to: 1. Check your **insurance policy schedule**, certificate, or emails — it will name the insurer and claims contact. 2. Use the insurer’s claims number or online claims process listed there. 3. If you are unsure, contact your bank’s insurance team and they can direct you. [BNZ](https://www.bnz.co.nz/assets/bnz/personal-banking/insurance/pdfs/BNZ-Home-and-Contents-Insurance-Policy-Wording.pdf?f125ed3d0b22c2a3caffc9cb41ee355a805f2474=&utm_source=chatgpt.com) Examples: - If your home insurance was arranged through BNZ, home claims are handled by IAG New Zealand, and BNZ directs customers to IAG’s claims team. [BNZ](https://www.bnz.co.nz/personal-banking/insurance/claims?utm_source=chatgpt.com) - If your insurance was arranged through ASB Bank, ASB says its home and contents policies are underwritten by IAG and claims are managed through the IAG claims team. [ASB Bank](https://www.asb.co.nz/home-and-contents-insurance/make-a-home-or-contents-insurance-claim-guide.html?utm_source=chatgpt.com) When making a claim, it helps to have: - your policy number (if available) - details of what happened and when - photos/videos of the damage - receipts, valuations, or proof of ownership for damaged or stolen items where relevant. [consumer.org.nz](https://www.consumer.org.nz/money/insurance/house-and-contents-insurance/house-and-contents-insurance-what-it-covers-and-how-to-claim?utm_source=chatgpt.com) If you tell me **which bank you bought the insurance through** (for example ANZ, ASB, BNZ, Kiwibank, Westpac, etc.), I can point you to the right claims contact. ## Gemini Answer ID: cc87ded1-003e-480d-ad7f-0e2978c1e61e If you buy house insurance through a New Zealand bank, you generally **contact the insurance provider underwriting the policy**, rather than your bank's everyday branch staff. While banks (like ASB, Westpac, BNZ, or ANZ) sell and brand the insurance, the policies are typically underwritten by major insurance partners (such as IAG New Zealand or Vero). ### Who to Contact 1. **The Insurer's Dedicated Claims Line:** Most bank-branded insurance policies feature a specific phone number for claims on your policy documents, banking app, or the bank's website. For example: * **ASB Insurance:** Managed via IAG; claims are lodged directly through their insurance claims line (e.g., 0800 200 252). * **Westpac / BNZ / Co-operative Bank:** Handled through their respective partnership claims teams. 2. **Your Bank's Insurance Portal:** Many New Zealand banking apps (such as ANZ goMoney or Westpac One) allow you to view your policy details and initiate a claim or find the direct claims contact info digitally. ### What to Have Ready When you call to lodge your house claim, ensure you have: * Your **policy number**. * Details of what happened, when it occurred, and the extent of the damage. * Photos or evidence of the damage (especially crucial before undertaking any emergency temporary repairs to secure the property). ## AI Overviews Answer ID: 663a2c59-162b-418f-8444-f73d92e7726b When you buy house insurance through a New Zealand bank, you should contact **the insurance underwriter (the partner insurance company)** to make a claim, though you can usually initiate this directly through your bank's digital channels. Banks in New Zealand do not manage or pay out insurance claims themselves. Instead, they act as agents for major insurance corporations. Where to File Your Claim Depending on who you bank with, your claim will be processed by a specific underwriter: * **ASB:** Home insurance is underwritten by **IAG**. You can claim online via the ASB / IAG Claims Portal or call 0800 200 242. * **ANZ:** Home insurance is underwritten by **Vero**. You can lodge your claim online via your ANZ Internet Banking or by calling Vero on 0800 269 252. * **BNZ:** Home insurance is underwritten by **IAG**. You can file a claim online through the BNZ / IAG Claims Portal or call 0800 248 888. * **Westpac:** Home insurance is typically underwritten by **Tower** or **IAG**. You can lodge a claim directly inside the **Westpac One** online banking app or call the claims line listed on your policy document. * **Kiwibank:** Home insurance is underwritten by **Tower** or **Ando**. You can claim via the **My Tower** portal or phone 0800 222 491. * **The Co-operative Bank:** Home insurance is underwritten by **IAG**. You can call their dedicated claims team at 0800 425 025. What You Need to Prepare Regardless of the bank or insurer, you will need to provide: * Your **policy number** (found in your internet banking or policy documents). * **Photos** or videos documenting the damage. * A **Police report reference number** if the damage is due to burglary, vandalism, or theft. * An explanation of **what happened** , including the date and time. If you are currently facing an emergency or need help finding your policy details, let me know **which bank** you used so I can provide the exact phone numbers and online links you need. ## Google AI Mode Answer ID: dd2ee73c-a805-470f-a636-6ec156572cf9 When you buy house insurance through a bank in _New Zealand_ , the insurance is actually underwritten and managed by a partner insurance company (such as IAG, Vero, or Tower). If you need to make a claim, **you should contact the insurance partner or use the specific insurance claims portal provided by your bank** , rather than going into a standard bank branch. Who you contact depends on which bank you are with: * * **ANZ:** Managed by Vero. You can submit a claim via the MyVero Online Claims Portal or call Vero directly for urgent claims at 0800 269 252. [ANZ] * **BNZ:** Underwritten and managed by IAG. You can lodge a claim 24/7 through the BNZ IAG Claims Portal or call the IAG claims team. * **Westpac:** Underwritten by partners like IAG or Tower (check your specific policy schedule). You can lodge online via the Westpac One portal or use the respective emergency/claims helplines. [Westpac] * If you let me know **which bank** your policy is through, I can give you the **exact phone number and direct online link** for your provider's claims team.