Content Editor ‭[2]‬

 
 

 Content Editor ‭[1]‬

 
 

Supporting you through financial hardship

 

At the end of March, we set up a specialist Customer Care Team to support customers facing financial hardship.

If you’re experiencing financial hardship, we’d like to understand your situation and how we may be able to help.

Please fill out this form ​to let us know a few details - we'll keep everything confidential of course.

Our specialist Customer Care Team will aim to be in touch within five working days to work with you to lighten the load. Rest assured we're working hard to reach out to you as quickly as possible.

 

  

 

Here to help

For the most part, the ways we can support customers haven't changed.

Here are some ways you can stay in touch.

  • Call us on 0800 800 800. Please note that our call centre hours are currently 8am – 6pm Monday to Friday. We are closed during the weekend and public holidays.
  • If you need to get in touch outside of these hours, our afterhours team will be able to help with emergencies or critical safety repairs, such as ensuring homes remain habitable and safe.
 

Our phone lines are a bit busier than usual, so if you try to call us and experience longer waiting times, we’re sorry. 

 
 

​COVID-19 frequently asked questions

 

 

We understand that you may have questions about your insurance cover. Please scroll down to find answers to some commonly asked questions.

The following information will be updated as required.

 

Help for payments and financial hardship

My financial situation is uncertain, so I need to cut back on expenses. How can I reduce my premium and still have cover?

Each customer’s situation is unique, so we offer a range of tools to support customers who are having difficulty paying their premiums.

These tools can help tailor your insurance to ensure it still meets your needs while reducing the premium you pay. These include making changes to your excess, policy types and cover.

Some things you could consider include:

  • opting for a higher excess as this may lower your premium

  • reviewing the optional add-ons to your insurance to ensure they are still relevant for you

  • changing the type of cover you have

  • reviewing your eligibility for discounts

  • removing drivers who are under 25 on your car insurance

  • changing your payment frequency.

Please contact us and we can help you work through a review of your insurance.​

 

Finding it difficult to pay your premiums?

We understand this is a difficult time and we’re here for our customers as the COVID-19 pandemic impacts families, communities and businesses.  To help those affected, we’ve set up a specialist Customer Care Team to help support our customers who are facing financial hardship.

If you’re finding it difficult to make ends meet, we have a range of tools available to help tailor your insurance to ensure it still meets your needs while reducing the premium you pay.  Every customer’s situation is unique, so we encourage customers who may be facing hardship to contact us as soon as possible so that we can provide them with options on their policy.

 

My insurance premium is due but I don’t have the money to make this payment? What can I do? 

 

If you are paying annually, you may find changing the frequency of payments to monthly or quarterly may suit you better at this time. If you have concerns about making a payment by the due date, please contact us on 0800 800 800 as we want to help and ensure you remain covered.​

 

I'm not driving my car as much, can I get a discount on my car insurance?

We constantly review our pricing to ensure you pay a fair and appropriate amount for your insurance.  Pricing is based on a number of factors and not all risks of car ownership are associated with driving. Other factors which impact on pricing include, where you live, your vehicle type as well as the frequency of car claims in New Zealand and the cost of those claims. 

We know the COVID-19 pandemic has been tough on everyone so if you’d like to reduce the amount you’re paying we’re here to help, please call us. We have a have a number of options available that can help tailor your insurance to ensure it still meets your needs while reducing the premium you pay.​

 


 Claims

Can I make a claim while the COVID-19 Alert Levels are in place?

Yes, please call us on 0800 800 800.

 

What does the current alert level mean for my claim?

We will continue to support our customers. Here’s what you need to know:

  • Some businesses can be open with extra safety measures in place, as per government guidelines. These may include hygiene practices, social distancing and contact tracing.
  • That means some assessments and repairs will be able to take place.
  • If you have repairs scheduled, your repairer will be in touch to reschedule, if needed. If the date suggested doesn’t suit you, or if you would prefer to delay your repairs to a later date, please talk about this with your repairer.
  • To keep everyone safe and well, you’ll be asked some health and safety questions before an assessor, supplier or repairer begins work on a claim.
  • If you’ve already made a claim, we’ll be in touch soon to discuss next steps. You don’t need to do anything else.

 Should I wait to claim till after the COVID-19 situation is over?

No, please go ahead and lodge your claim as soon as possible. We may be able to offer a resolution now. If it has to wait till after the government restrictions are lifted, your claim will be prioritised at that time.

 


 

Home and Contents

Will properties be assessed or repaired during the current alert level?

We will continue to support our customers. Here’s what you need to know:

  • Some businesses can be open with extra safety measures in place, as per government guidelines. These may include hygiene practices, social distancing and contact tracing.

  • That means some assessments and repairs will be able to take place.

  • If you have repairs scheduled, your repairer will be in touch to reschedule, if needed. If the date suggested doesn’t suit you, or if you would prefer to delay your repairs to a later date, please talk about this with your repairer.

  • To keep everyone safe and well, you’ll be asked some health and safety questions before an assessor, supplier or repairer begins work on a claim.

  • If you’ve already made a claim, we’ll be in touch soon to discuss next steps. You don’t need to do anything else.

 

I now do my office work from home rather than my normal place of work.  Am I still covered if something happens?

Home and Contents policies will continue to cover loss or damage to your property whilst you are working from home. The liability section of your policy doesn’t cover you for any business activity. If you’re doing other work from home, like manufacturing or trades work, please contact us to discuss cover.

 

My employer has given me work equipment to use while I am working from home.  Does my contents policy cover this if something happens to it?

Your policy won’t cover accidental damage to that equipment, your employer must continue to keep the equipment insured. The liability section of your policy may provide cover if you cause damage to the equipment and your legally liable for that damage – for example if you negligently cause damage to the equipment.  our policy won’t cover accidental damage to that equipment, your employer must continue to keep the equipment insured. The liability section of your policy may provide cover if you cause damage to the equipment and your legally liable for that damage – for example if you negligently cause damage to the equipment. 

 

I’m selling my house and the settlement date has changed. What do I need to do to remain covered?

If the settlement date for your house has changed, please contact us so we can amend it to the revised date.

 

Motor Vehicle 

Will my car get assessed or repaired during the current alert level?

We will continue to support our customers. Here’s what you need to know:

  • Some businesses can be open with extra safety measures in place, as per government guidelines. These may include hygiene practices, social distancing and contact tracing.

  • That means some assessments and repairs will be able to take place.

  • If you have repairs scheduled, your repairer will be in touch to reschedule, if needed. If the date suggested doesn’t suit you, or if you would prefer to delay your repairs to a later date, please talk about this with your repairer.

  • To keep everyone safe and well, you’ll be asked some health and safety questions before an assessor, supplier or repairer begins work on a claim.

  • If you’ve already made a claim, we’ll be in touch soon to discuss next steps. You don’t need to do anything else.

 

 

 

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Lantern Insurance is a business division of IAG New Zealand Ltd


For a complete description of your cover, please refer to your policy wording, policy schedule and any other relevant policy documents.
This information is a general guide only and is not necessarily complete. We reserve the right to change, update or correct any information from time to time without notice.