# DP-P11-H-K: My house has water damage and the insurer keeps emailing forms I struggle to use. Can I ask for someone to help me make the claim? Collected 11 October 2026 [Home and contents insurance study](https://nzbrands.ai/research/insurance/home-contents-insurance) ## ChatGPT Answer ID: 1bb35967-d4e9-418a-9e81-39b4b35a513e Yes — you can absolutely ask your insurer for help making your water-damage claim in New Zealand. You do not have to struggle through online forms on your own. You can explain that the forms are difficult for you to complete and ask for a person to guide you through the process. For example, you can request that someone: - Talk you through the questions over the phone. - Help you complete the claim form or record your answers. - Explain what evidence, photographs, receipts or other documents they need. - Communicate with you in a way that works better for you, rather than repeatedly emailing forms. - Explain whether they can arrange additional support if the damage is extensive or you are having difficulty managing the claim. You can ask for this help even if you have already received several emails or started filling in the paperwork. ## A message you can send to your insurer You can copy and send this email instead of trying to explain everything from scratch. Email Subject : Request for help with my water-damage claim Hello, I am contacting you about my home insurance claim for water damage. I am finding the forms you keep emailing me difficult to complete, and I need some help with the claims process. Could someone please contact me by phone and talk me through the claim, help me complete the necessary paperwork, and explain what information and documents you need from me? I would also appreciate it if you could let me know whether there is a claims support person or case manager who can assist me throughout this process. Please let me know what other options are available if I am unable to complete the forms myself. I want to progress my claim, but I need some practical assistance to do so. Thank you for your help. I look forward to hearing from you. Kind regards ## If your insurer doesn't help - Ask to speak to a claims manager and explain that the repeated forms are making it difficult for you to progress your claim. - Get free independent advice. [Citizens Advice Bureau](https://www.cab.org.nz/) can help you understand your options. - If the claim is related to a natural disaster, the [New Zealand Claims Resolution Service](https://www.nzcrs.govt.nz/) may be able to provide additional support. You can call 0508 624 327. [Resolving disputes and claims](https://www.nzcrs.govt.nz/our-services/resolving-disputes-and-claims/) - If you believe your insurer is treating you unfairly, you can use its complaints process and, if necessary, approach its independent dispute resolution scheme. See the [New Zealand Government's complaint guidance](https://www.govt.nz/browse/consumer-rights-and-credit-record/how-to-complain/complain-about-your-financial-service-provider/). [Complain about your financial services provider](https://www.govt.nz/browse/consumer-rights-and-credit-record/how-to-complain/complain-about-your-financial-services-provider/)[Making a complaint about your financial service provider](https://www.consumerprotection.govt.nz/help-product-service/managing-money/how-to-complain-about-your-financial-service-provider) ## Can I ask you one thing? What makes the forms difficult for you to use? For example, is it the online technology, the amount of paperwork, the wording of the questions, or something else? You don't need to share any private medical information. Knowing what the main difficulty is will help me suggest the most practical way to get support with your claim. ## Gemini Answer ID: 60d97ed3-e817-4efc-be13-163f41ee6988 Yes, you can ask for help. Dealing with water damage is stressful, and you are fully entitled to assistance to get your claim submitted correctly. Here are the practical ways you can get help with your insurance claim in New Zealand: * **Ask your insurer for phone or in-person support:** Contact your insurance company's customer service or claims team directly. Explain that you are struggling with the digital forms or paperwork and ask if a staff member can step through the questions with you over the phone, fill out the form on your behalf, or accept your details verbally. * **Appoint a support person or agent:** You can formally authorize a trusted family member, friend, or advocate to talk to your insurer and manage communications on your behalf. You will usually just need to give your insurer your consent (often via phone or a quick written note) allowing them to speak with your chosen person. * **Use independent public insurance advocates:** If the claim is complex or you are getting nowhere, independent claims assistance services (such as specialized claims advocates or brokers) can help navigate the process, though check if any independent fees apply. * **Access free dispute resolution support:** If your insurer is uncooperative or unreasonably difficult, you can contact the Insurance & Financial Services Ombudsman (IFSO) Scheme or Financial Dispute Resolution Service (FDRS) for free guidance and advice on your rights. ## AI Overviews Answer ID: 52b28bd6-5f83-4e03-b418-d8b79e070ddd **Yes, you can absolutely ask for help.** In New Zealand, insurance companies are required to support customers who face barriers to filling out forms or using digital systems. You do not have to struggle through emailed links or complicated documents alone. Here are your options and immediate next steps to get the support you need. 1\. Ask Your Insurer to Take the Details Over the Phone Contact your insurance company directly by phone. Explain clearly that you are struggling with the digital forms they sent and require a **verbal lodgement**. * **What to say:** _"I am struggling to use the online forms you emailed. Under vulnerability and customer care guidelines, I need you to lodge this claim over the phone with me, or assign a case manager to help fill out the paperwork."_ * Most major NZ insurers have dedicated customer care teams trained to fill out the claim details dynamically on your behalf while you speak to them. 2\. Get Free, Government-Backed Support If your water damage was caused by a natural event (like severe storms or flooding), you can contact the **[New Zealand Claims Resolution Service (NZCRS)](https://www.nzcrs.govt.nz/)**. * They provide **free, independent advice and support** to homeowners navigating insurance claims. * They can assign a case manager to help you understand what the insurer is asking for and guide you through the process. * **Contact NZCRS:** Call **0508 624 327** or email `contact@nzcrs.govt.nz`. 3\. Appoint a Support Person or Advocate You have the legal right to nominate someone you trust to handle the communications for you. * This can be a family member, a friend, or a community advocate (such as a counselor at a local Citizens Advice Bureau). * Tell your insurer: _"I want to appoint [Name] as my authority to act."_ The insurer will note this on your file, allowing your support person to speak to them and fill out the forms on your behalf. What you should do right now while waiting for help: * **Take photos and videos:** Document all the water damage thoroughly (ceilings, walls, floors, and damaged items) before anything is moved or cleaned up. This is the most critical evidence for your claim. * **Focus on safety:** If the water damage is severe, turn off the mains power and do not touch wet electrical components. * **Keep receipts:** If you have to pay a plumber for an emergency fix to stop a leak or buy plastic tarps to protect your things, keep every receipt, as these emergency costs are typically covered. If you want to move this forward today, I can help you draft a **clear, direct email response** to send to your insurer asking for a phone call instead of forms. Would you like me to do that? ## Google AI Mode Answer ID: 790dc005-2530-4f60-ae07-2faa1601fc3b Yes, you can absolutely ask for help. Dealing with digital forms and insurance paperwork while managing water damage is stressful, and you do not have to struggle through it alone. Here are the best ways to get support right now: * * **Call your insurer directly:** Ring your insurance company’s claims department, explain that you are finding the digital forms difficult to use or inaccessible, and ask if someone can **take your details over the phone** or walk you through the form step-by-step. Many insurers have a legal and ethical obligation to accommodate accessibility or support needs. * **Ask a support person to speak for you:** You can nominate a family member, friend, or support person to act on your behalf. You will usually just need to give the insurer verbal or written permission so they are allowed to speak and share information with your chosen person. * **Contact your insurance broker or adviser:** If you originally took out the policy through an **insurance broker** or financial adviser, reach out to them. Assisting with claims paperwork is a core part of their job. * **Reach out to free consumer services:** If you are running into brick walls or disputes, you can check guidance from Consumer Protection NZ. For general advice or if a dispute arises, independent schemes like the Insurance & Financial Services Ombudsman (IFSO) can provide free guidance on how to work with your financial service provider. _(Note: If your water damage was specifically caused by a natural disaster, dedicated support is also available via the New Zealand Claims Resolution Service)._ * If you'd like, let me know: * **Which insurance company** you are dealing with * Whether you used an **insurance broker** to set up the policy I can give you more tailored advice on how to contact them or escalate your request for help.