Every question, every answer, every source

I'm sorry — that's a stressful situation, especially when your bach is supposed to be a place to get away from it all. The fact that your Coromandel bach was empty when the storm hit does not automatically mean your insurance claim is excluded. What matters is the wording of your policy, the cause of the damage, how long the property was unoccupied, and whether you've complied with any relevant policy conditions.

In New Zealand, there are practical steps you can take to challenge an insurer's position, even if it says the claim might not be covered.

What to do first

1. Get the insurer's position in writing. Ask whether the claim has actually been declined or whether cover is still being investigated. Request the precise policy clauses they are relying on and copies of any assessor's, engineer's or other expert reports. New Zealand's Natural Hazards Commission also says claimants should receive a clear explanation and relevant specialist reports when a claim isn't accepted. Claims process :: Natural Hazards Commission Toka Tū Ake
2. Protect the bach and document the damage. Take photos and videos, keep receipts for emergency repairs, and take reasonable steps to prevent further damage. Keep damaged materials where practical, and check with the insurer before authorising major permanent repairs.
3. Find the exact policy that applied on the storm date. Check whether it describes the property as a holiday home, second home or unoccupied property. Look for vacancy conditions, maintenance exclusions, storm and flood cover, and any excesses or special limits.
4. Challenge the decision if you disagree. Make a formal complaint through the insurer's internal complaints process. Explain why you believe the policy covers the loss and what outcome you want. You don't have to wait for a final rejection to ask questions or raise concerns.

Does an empty bach affect storm cover?

It can, but it depends on the wording of your policy and the facts.

• The bach was empty for a normal period between visits: You may have a stronger argument if it was insured as a holiday home and you complied with its conditions.
• The insurer says it was unoccupied for too long: Check the exact number of days specified in the policy, whether notification was required, and whether any breach actually affects the loss.
• The damage was caused by wind, rain or flooding: These can be treated differently under policy terms. For example, direct wind damage to a roof and water entering through a pre-existing defect may be assessed differently.
• The insurer alleges poor maintenance or pre-existing damage: Ask for evidence showing what caused the damage and how the exclusion applies. Don't assume that an allegation alone settles the issue.

The key question is not simply whether anyone was at the bach during the storm. It's whether the loss falls within your cover and whether the insurer has a valid contractual reason to exclude it.

Get independent help with the claim

One particularly useful option is the government-funded New Zealand Claims Resolution Service (NZCRS).

New Zealand Claims Resolution Service

Free, independent support

It helps homeowners with residential insurance claims arising from natural disasters, including storm and flood events. Depending on your circumstances, it can provide case management and access to legal and engineering advice. You can contact it while your claim is still being assessed. Who can access the NZCRSOur services

0508 624 327

Monday–Friday, 8:30 am–4:30 pm

Visit the NZCRS website

If the insurer ultimately declines your claim, you can also complain to its independent dispute resolution scheme. Depending on the insurer, this may be the Insurance & Financial Services Ombudsman Scheme or Financial Services Complaints Limited. These services are free for eligible consumers. Making a complaint about your financial service providerInsurance & Financial Services Ombudsman Scheme

If the storm caused damage to insured residential buildings or land, there may also be a separate question about cover through the Natural Hazards Commission Toka Tū Ake (formerly EQC). Eligibility depends on the type of damage and applicable cover; it does not mean all storm damage is covered. Where you can get support in an emergency » National Emergency Management AgencyClaims process :: Natural Hazards Commission Toka Tū Ake

A message you can send to your insurer

Email

Subject
: Request for written clarification of storm damage claim

Dear Claims Team,

I am writing regarding my insurance claim for storm damage to my bach in the Coromandel.

The property was unoccupied when the storm occurred. I understand you have raised concerns about whether the claim is covered.

Please provide:

• The specific policy clauses you believe may exclude or limit cover.
• Confirmation of whether the claim is still under assessment or has been declined.
• Copies of any assessor's reports or other evidence relied upon.
• An explanation of how the property's unoccupied status affects cover under my policy.
• Details of any further information or evidence you require from me.

I reserve my position on cover pending receipt of this information. If you decide to decline any part of the claim, please provide your reasons in writing and explain how I can make a formal complaint.

I would appreciate your written response so I can properly understand and respond to your concerns.

Kind regards,

[Your name]

Let’s work out how strong your case might be

The most important detail is why the insurer says the claim might not be covered.

What reason have they given you so far?

With those details, I can help you identify the policy issues to investigate and the strongest next steps to take with your insurer.