Content Editor ‭[1]‬

 
 

Caring for our customers during COVID-19  

 

At all COVID-19 Alert Levels, essential services remain up and running. Insurance is classified as an essential service, and our teams are set up to work remotely when required. This means at any  Alert Level , we’re available to help.

Please scroll down for information on:   

  • frequently asked questions;

  • ​payments and financial hardship;

  • how to get in touch with us;

  • and our service under each Alert Level.


Frequently asked questions

These Frequently Asked Questions will continue to be updated as we learn more and respond to the evolving COVID-19 situation.

CLAIMS


Will my car get assessed or repaired during Alert Level 4?

We are only able to carry out assessments and repairs required to maintain vehicles used to provide essential services. If you had repairs scheduled, your repairer will be in touch with you to reschedule once they reopen for business.

Can I make a claim during Alert Level 4?

Yes, please call us on 0800 800 800.

Should I wait to claim until after Alert Level 4?

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 until after Alert Level 4, your claim will be prioritised when restrictions are lifted.

How are you handling claims during Alert Level 4?

We are only able to carry out assessments and repairs that are required to maintain the necessities of life or are critical to safety, such as ensuring homes remain habitable and safe and assessing and repairing vehicles used for providing essential services.


CLAIMS AT ALERT LEVEL 3


Will my car get assessed or repaired during Alert Level 3?

At COVID-19 Alert Level 3, we’ll continue to support our customers in every way we can. Here’s what you need to know:

  • At Alert Level 3 some businesses will be back up and running, 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 had repairs scheduled, your repairer will be in touch to reschedule. 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.


Can I make a claim during Alert Level 3?

Yes, please call us on 0800 800 800.


Should I wait to claim until after Level 3?

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 until after the government restrictions are lifted, your claim will be prioritised at that time.


How are you handling claims?

At COVID-19 Alert Level 3, we’ll continue to support our customers in every way we can. Here’s what you need to know:

  • At Alert Level 3 some businesses will be back up and running, with extra safety measures in place as per government guidelines. These may include hygiene practices, social distancing, and contact tracing.

  • If you had repairs scheduled, your repairer will be in touch to reschedule. 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.


MOTOR VEHICLES


My Warrant of Fitness/Certificate of Fitness (WOF/COF) has expired during the lockdown period. Am I still covered?

We would not decline a claim solely on the basis of an expired WOF/COF. However, if there are road worthiness issues, and those road worthiness issues directly caused an accident, then we may not accept the claim. It is your responsibility to ensure your vehicle is maintained and in roadworthy condition. Please remember to get your WOF/COF as soon as you can after the government restrictions are over - we want all our customers to be driving safe vehicles.

I can’t renew my driver’s licence during lockdown. Am I still covered?

We will not decline cover or seek to decline a claim where your driver’s licence has recently expired, and you have been unable to renew it due to Covid lockdown level restrictions. This applies only for classes of licence you held previously, otherwise normal policy requirements regarding driving licences will be applied. Please renew your licence at the first opportunity once the government restrictions are over.

General information on Roadside Rescue / Breakdown Service

First Assistance continues to provide accident tow management and roadside rescue services to essential service workers’ vehicles (used by workers to get to or provide their essential service) and private vehicles used for essential purposes such as getting groceries, going to the pharmacy, or visiting a medical professional. This will involve towing a vehicle from the scene of the accident either into storage or to the customer’s home address. To keep you and our staff safe we ask that you answer any questions and comply with any directions given to you during the provision of our breakdown services.


HOME AND CONTENTS


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 you're legally liable for that damage – for example if you negligently cause damage to the equipment.

My policy is renewing soon, and I am required to provide a valuation for my home or high value items. What should I do? Will you still renew my policy?

Yes, we will renew your policy and move the requirement to provide valuations until the next renewal of the policy. It’s important you have the right amount of cover, so we recommend you get valuations as soon as it is possible to do so. We can update your sum insured at any time, so once you have the valuation, please contact us to update your policy.

I’m buying a house and will be settling as planned but am unable to take possession on the agreed date. Can I still arrange insurance?

Yes, as you’ll be settling on the sale, you should arrange insurance from this date. You should contact your lawyer as well, as it is likely that there will need to be amendments to the contract where the vendor will remain in the home after settlement because of the government restrictions.

I wasn’t able to make it home before the deadline announced by the government. Does my policy cover me for alternative accommodation?

No, alternative accommodation only covers you following damage to the home.

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.

My property/holiday home is vacant, and I’m required to inspect it every 60 days, maintain the grounds and regularly clear mail. What should I do? Will I be covered if something happens?

Inspections and other measures to make the property look lived-in should be completed as soon as possible after the government removes social distancing measures, and it’s safe to do so. In the meantime, we won’t decline cover or seek to decline a claim for failure to do an inspection or maintenance that can’t be completed during the lockdown period.

I want to add high value items or increase my cover. What should I do?

We will need an up-to-date valuation. If you don’t have one due to the COVID-19 restrictions, we can still give this special consideration. Please contact us and we can talk through what we need.

My policy is renewing soon. I am required to install a monitored alarm, and this was due to be done during the COVID-19 Alert Level 4 period. What should I do? Will I be covered if something happens?

The work to meet these requirements should be completed as soon as possible after the government removes social distancing measures and it’s safe to do so. In the meantime, you’ll still be covered on the existing terms of your policy. Keep a record of any communication you have with contractors regarding the change in dates. We will extend the timeframe provided to get the alarm installed for a further 30 days after the end of the COVID-19 Alert Level 4 period. This also applies if when you took out your policy there was a requirement to install a monitored alarm. Please contact us after the Alert Level 4 period has ended if you need to extend cover longer than the 30 days.

I have contents in storage and the cover for my stored contents will end during the Alert Level 4 period. Will I be covered if something happens?

We’ll automatically extend cover to 30 days after the end of the COVID-19 Alert Level 4 period to allow you to get your contents out of the storage facility when it’s safe to do so. Please contact us after the Alert Level 4 period has ended if you need to extend cover longer than this.

Will properties be assessed or repaired during the lockdown?

We are only able to carry out assessments and repairs required to maintain essential services, such as ensuring homes remain habitable and safe. If you had repairs scheduled, your repairer will be in touch with you to reschedule once they reopen for business. Where urgent property repairs are required, health and safety questions will be asked, and our repairers will carry out urgent repairs to make the property safe and habitable. Full repairs may not be carried out until restrictions have been removed.


HOME AND CONTENTS AT ALERT LEVEL 3


Will properties be assessed or repaired during Alert Level 3?

At COVID-19 Alert Level 3, we’ll continue to support our customers in every way we can. Here’s what you need to know:

  • At Alert Level 3 some businesses will be back up and running, with extra safety measures in place as per government guidelines. These may include hygiene practices, social distancing, and contact tracing.

  • If you had repairs scheduled, your repairer will be in touch to reschedule. 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.


BOAT


I can’t get a survey for my boat during lockdown. Will I still be able to renew my insurance?

For existing customers, we are happy to renew without a survey being completed during the lockdown period. However, we will require one once the government restrictions are over.


Help for payments and those experiencing financial hardship

Are you experiencing financial hardship or finding it difficult to pay your premiums?

We know this is a challenging time for many New Zealanders and many New Zealand businesses. We have a range of ways to help customers save on premiums, so you can stay insured and protected. We may also be able to help if you can’t afford your excess and you need to make a claim.

If you’re experiencing financial hardship due to COVID-19, please click the link below, fill in the form and we’ll be in touch with you within five working days.​

Request financial hardship assistance


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 or claims excesses. 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 review your insurance. 


I’m not driving my car as much. Can I get a discount on my car insurance?

We regularly ​ 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, the frequency of car claims in New Zealand and the cost of those claims.

If you’d like to reduce the amount you’re paying, please get in touch. We 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.


Here to help

  • Call us on 0800 800 800. Our contact centre hours are 8am - 6pm Monday to Friday. We are closed during weekends and public holidays. 

  • Email us .

  • 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. 

  • There are several ways you can make a payment .


Alert Level 1

Service

We're here for you. Get in touch .

​Claims

  • Give us a call on 0800 800 800. Find out more .

  • Claims and repairs can proceed. Extra safety measures may be in place, such as hygiene practices, social distancing and contact tracing.

  • 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

  • There may be some delays, particularly if parts or supplies are coming from overseas.

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


Alert Level 2

Service

The majority of our people are working remotely and are available to help you. Thank you for your patience and understanding if things take a little longer during this time. Get in touch.

Claims

  • Give us a call on 0800 800 800. Find out more.

  • Claims and repairs should be able to proceed, with your permission. Most businesses are open with extra safety measures in place, such as hygiene practices, social distancing, wearing masks and contact tracing.

  • 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.

  • Contractors we engage will be operating in line with government COVID-19 guidelines.

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

  • There may be some delays, particularly if parts or supplies are coming from overseas.

  • If you have repairs scheduled and your repairer needs to reschedule, they will contact you.​ 


Alert Level 3

Service

Our team is working from home and is available to help you over the phone and online. Thank you for your patience and understanding if things take a little longer during this time. Get in touch.

Claims

  • Give us a call on 0800 800 800. Find out more.

  • Some claims assessments and repairs may be able to proceed with extra safety measures in place, such as hygiene practices, social distancing and contact tracing.

  • 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 

  • There may be some delays, particularly if parts or supplies are coming from overseas.

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

  • If you have repairs scheduled:

    • and your repairer needs to reschedule, they will contact you;

    • or you would prefer to delay your repairs to a later date, please talk about this with your repairer.


Alert Level 4

Service

Our team is working from home and is available to help you over the phone and online. Thank you for your patience and understanding if things take a little longer during this time. Get in touch.

Claims

  • ​Give us a call on 0800 800 800. Find out more.

  • We are only able to carry out assessments and repairs required to maintain essential services, such as maintaining vehicles used to provide essential services or ensuring homes remain habitable and safe.

  • If you had repairs scheduled, your repairer will be in touch with you to reschedule once they reopen for business.

  • Where urgent property repairs are required, you will be asked health and safety questions, and our repairers will make the property safe and habitable. Full repairs may not be completed until restrictions have been removed.

 

© IAG New Zealand Limited Privacy Policy Terms of Use

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.