Insurers are preparing for increased weather-related claims across the upper North Island, with market participants indicating that delays are likely as the extent of damage is assessed. Heavy rain and flooding in Northland, Tairāwhiti Gisborne, Coromandel, and Bay of Plenty have led to early claim notifications and the use of major-event procedures by several insurers. The Insurance & Financial Services Ombudsman Scheme (IFSO Scheme) is advising policyholders to expect longer timeframes and to use online channels where possible.
Insurance & Financial Services Ombudsman Karen Stevens said the current surge in claims is expected to follow patterns seen after other recent severe-weather events, with progress affected by access constraints and pressure on assessors and trades. “This will be a stressful and confusing time for many,” Stevens said, adding that consumers should expect some wait times while the full impact of the weather event is assessed. She said online lodgement remains the fastest way to notify insurers. “Contacting insurers online is the quickest way to make a claim, helping people avoid long phone queues, which are common after major weather events,” she said.
Stevens said insurers are again using triage to manage demand across different lines. “Insurers will prioritise the most urgent and cases first, such as those with unliveable homes or those in vulnerable situations,” Stevens said. She noted that delays typically reflect a combination of high claim counts, restricted physical access to damaged properties, and the limited capacity of specialist trades. She added that insurers are using processes developed after Cyclone Gabrielle and the 2023 Auckland floods, including more structured triage and clearer communication about expected timeframes. She also pointed to obligations under the Fair Insurance Code, saying insurers are expected to keep customers informed about claim progress, “usually with updates every 20 business days or at another agreed interval.”
The IFSO Scheme is asking policyholders experiencing serious illness, disability, financial pressure, or other vulnerabilities to inform their insurer so that additional support can be considered in managing claims. The ombudsman’s office continues to offer free, independent assistance to consumers who experience problems with claims outcomes or processes. Homeowners with natural disaster-related claims can also access the New Zealand Claims Resolution Service (NZCRS), which operates alongside insurer processes to assist with complex or disputed matters. For insurers, these external services sit alongside internal hardship and vulnerability policies that have become part of standard responses to large loss events.
Mutual insurer MAS has begun contacting members it has identified as potentially affected by the recent flooding, with particular attention to those who were significantly impacted by the 2023 Auckland Anniversary event and may again need early support. At the latest update, MAS had received 58 claims linked to the current event. Of these, 59% relate to home policies; 27% to contents; 7% to cars, boats, or caravans; and 7% to business property. The insurer expects numbers to increase as members regain access to holiday homes and other properties.
MAS chief executive Jo McCauley said the organisation’s claims team is available to assist members through the claims process. “We know weather events like this can be incredibly stressful. Our Claims team are ready to support members through the process and help them access the assistance they need as quickly as possible. We encourage any members who have been affected to get in touch with us as soon as possible. We’re here to guide you through your claim and answer any questions along the way,” McCauley said.
MAS is asking members with non-urgent claims to use online claim forms, while phone lines are being used for urgent matters and emergency repairs. The insurer has set out practical steps for lodging a claim, including documenting damage with photos and videos, listing damaged items (including perishables that must be discarded), retaining samples of removed floor coverings where possible, and having policy details and proof of ownership available when contacting MAS.
IAG NZ’s AMI, State, and NZI brands have reported early claim numbers from Northland as they respond to the latest severe-weather system. As of 9am on Jan. 20, the group had received around 80 claims arising from the weekend’s rain, spanning home, contents, motor, boat, and commercial policies. Stephannie Ferris, executive general manager claims for AMI, State, and NZI, said the group’s major-event response arrangements have been activated. “We have a dedicated Major Event Response team who are well prepared and ready to respond,” Ferris said.
Ferris said customers should continue to follow official information. “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. The brands are encouraging customers to lodge claims online once it is safe to assess damage. NZI policyholders are being directed to contact their brokers as a first step. AMI, State, and NZI are also directing customers to their disaster claims hubs for information on emergency repairs, temporary accommodation, health and safety issues, and claims procedures.
For New Zealand insurance professionals, the latest North Island event highlights ongoing operational pressures around surge capacity, triage design, supply-chain constraints, and support for vulnerable customers. While initial claim numbers are lower than in some 2023 events, insurers expect volumes to build as access improves and damage to homes, vehicles, and commercial property is fully identified. Across the market, insurers are relying on digital lodgement tools, prioritisation of uninhabitable homes and complex cases, and coordination with government and external resolution services as key elements of their response to the current weather-related losses.
