New Zealand insurers and banks have detailed financial and claims support measures for customers affected by the recent extreme weather in Northland and several other North Island regions. States of emergency have been declared in Northland, Hauraki, Bay of Plenty, and Thames-Coromandel, with authorities monitoring conditions in neighbouring areas. In parallel, banks are adjusting lending and short-term credit settings, while insurers are activating major event procedures and directing customers on how to lodge claims and manage property damage.
BNZ has set out a series of measures for customers in districts where a state of emergency is in place and has indicated these will be extended if more regions are formally declared. The bank is reviewing home lending facilities on a case-by-case basis and offering temporary personal overdrafts to customers who need funds while they wait for insurance claim payments. For small business customers, BNZ is providing temporary overdraft facilities of up to $10,000 with no application fee. Agribusiness, business, and commercial customers can access overdrafts of up to $100,000, also with no application fee. All facilities remain subject to standard interest rates and credit criteria.
“We understand that some of our customers may be facing unexpected challenges to their homes, businesses, and communities as a result of the very heavy rain. We are offering practical support to help relieve some of the pressure during this time, so people can focus on the clean-up and recovery. We also have a range of other options available, especially for customers who are facing hardship, so I encourage people to get in touch so we can see how we can help,” said Anna Flower, executive, personal and business banking at BNZ. The bank has temporarily closed its Whitianga branch, but ATM services there remain in operation. Customers are being directed to online banking, phone banking, and the BNZ app for day-to-day transactions. BNZ PremierCare Insurance customers who need assistance with claims are being referred to IAG NZ’s telephone line or online claims portal.
ASB has also put in place support options for customers in weather-affected parts of the North Island. The bank is assessing requests for assistance from personal, farming, and business customers individually, using a range of tools. Options include deferring loan repayments for up to three months or moving to interest-only repayments for the same period. ASB is also considering requests for temporary increases in credit card limits and is arranging additional working capital of up to $100,000 for eligible business and rural customers.
ASB executive general manager for personal banking Adam Boyd said the bank is encouraging customers who expect financial strain because of the weather to contact ASB. “We understand this will be a tough time for many communities, and we encourage any personal, business, or farming customers who are worried about money as a result of the severe weather to please get in touch. Our teams have practical options available and we're here to help,” Boyd said. ASB’s branches in Kaitāia, Kaikohe, and Dargaville are closed, while other branches remain open subject to local conditions. Personal customers are being directed to the bank’s contact centre and hardship email channel, and affected business and rural customers are being advised to speak to their relationship manager or call the dedicated business line.
On the insurance side, IAG’s brands AMI, State, and NZI have started processing claims linked to the Northland weather and are preparing for further activity as new fronts pass over the country. As of 9am on Jan. 20, the group had received around 80 claims from the weekend’s rain across home, contents, motor, boat, and commercial policies. Stephannie Ferris, executive general manager claims for AMI, State, and NZI, said the insurer’s major event response arrangements have been activated. “We have a dedicated Major Event Response team who are well prepared and ready to respond. With more wet weather likely to affect the country during the week ahead, our teams continue to monitor and are ready to mobilise to support affected customers,” Ferris said.
Ferris pointed to the potential for “heavy rainfall, landslips, damaging winds, and the risk of flash flooding” and urged customers to monitor MetService updates and Civil Defence alerts. “Our claims people, assessors, and suppliers are on standby. In the meantime, it is important people stay updated with MetService weather forecasts and follow Civil Defence for any safety alerts,” she said. AMI, State, and NZI customers are being encouraged to lodge claims once they have been able to safely assess damage. The insurers say online lodgement is the quickest channel, while NZI policyholders are being asked to contact their brokers. Guidance being repeated to customers includes taking photos of damage before undertaking make-safe repairs, treating floodwater as contaminated, using qualified trades for non-urgent structural work, and switching off the power if water has entered a property.
Medical Assurance Society (MAS) has issued information to members in Northland, Auckland, Waikato, Coromandel, and Bay of Plenty that covers safety steps and guidance on insurance and Natural Hazards Cover (NHCover) claims. MAS is advising members to put the safety of themselves and their whānau first and to follow instructions from Civil Defence and emergency services. Where severe conditions are forecast but have not yet arrived, members are being encouraged to prepare evacuation plans, stock essential supplies, secure outdoor items, and clear gutters and drains where this can be done safely.
If policyholders cannot remain in their homes, MAS has reminded members that temporary accommodation benefits may be available under home or contents policies, including for renters. The society is asking members to retain damaged items that do not create a health risk; keep invoices for essential services such as water, electricity, gas, and sewerage repairs; and avoid removing hard floor coverings, wall linings, or any materials that may contain hazardous substances without professional involvement.
For claims, MAS has set out a process that starts with documenting damage through photographs and video, listing perishable items that must be discarded and, where necessary, removing water-damaged goods that present a health risk after recording evidence. Urgent cases and emergency repairs are being handled through the MAS claims phone line, while non-urgent claims can be submitted online. MAS has said it will triage claims so that the most urgent situations are prioritised. “We understand that this may be a stressful time for you, and we are committed to providing you with the support and assistance you need. If you need to make a claim, a claims adviser will guide you through the process and answer any questions you may have,” MAS said in its communication. For insurers, brokers, and underwriters, the measures now in place underscore the sector’s focus on early contact, clear claims guidance, and short-term liquidity support as loss notifications from the Northland event continue to develop.
