The Insurance & Financial Services Ombudsman Scheme (IFSO Scheme) is advising New Zealanders to take immediate safety precautions and follow best practices for insurance claims after a severe spring storm caused widespread disruption on Oct. 23.
The storm, which triggered red wind warnings and a state of emergency in Canterbury, left tens of thousands without power and resulted in significant property and infrastructure damage.
Karen Stevens, Insurance & Financial Services Ombudsman, emphasised the importance of safety and clear documentation for those affected by the weather event.
“High winds can create chaos very quickly – from smashed windows and damaged roofs to fallen trees and power surges,” she said. “When it’s safe, and only when it’s safe, it’s important to take sensible make‑safe steps to prevent further loss. It’s also important to document all damage, and talk to your insurer early so your claim gets off to a smooth start.”
The IFSO Scheme outlined several recommendations for homeowners, renters, and vehicle owners dealing with storm-related losses:
Stevens noted that early action and thorough recordkeeping can help minimise delays and disputes.
“If in doubt, ask – there are no silly questions when you’re trying to understand your policy and what you should do next,” she said.
As the storm system moved across the country, the National Emergency Management Agency activated its national coordination centre.
Local authorities in Canterbury, including the Waimakariri District Council, issued evacuation advisories for areas at risk of flooding – such as Featherston Ave in Kairaki – and asked residents in The Pines to prepare for possible evacuation.
MetService reported wind gusts up to 155km/h in Canterbury, with similar conditions in Christchurch and the Canterbury High Country. Wellington and Wairarapa also experienced gusts reaching 140km/h.
Power companies Orion NZ and MainPower confirmed that nearly 90,000 homes lost electricity, with thousands still affected into Thursday evening.
The storm caused extensive damage to infrastructure, including roofs torn from buildings, fallen trees blocking roads, and power poles brought down.
In Dunedin, Knox Church lost around 100 pieces of slate from its roof. Air travel was also affected, with all flights in and out of Wellington cancelled until mid-afternoon and nearly 150 domestic Air New Zealand flights disrupted.
“We know travel disruptions are frustrating, and we appreciate everyone’s understanding as we manage the impact of the weather,” said Air New Zealand chief operating officer Alex Marren.
Fire and Emergency NZ responded to multiple incidents, including vegetation fires and property damage.
In Greymouth, the water treatment plant’s electrical system was damaged, with local officials suspecting a lightning strike.
A fatal incident was reported in Wellington earlier in the week when a falling tree branch resulted in the death of a resident.
The IFSO Scheme continues to provide independent, fair, and free resolution of insurance and financial services complaints.
Insurers are working with affected policyholders and emergency agencies as recovery and assessment efforts continue across impacted communities.
