Caring for our customers during COVID-19

 

At all levels of the COVID-19 Protection Framework, essential services remain up and running. We have appropriate safety measures in place and our teams are set up to work remotely when required. This means at any traffic light level, we’re available to help.

Please scroll down for information on:   

  • frequently asked questions;

  • ​payments and financial hardship;

  • and how to get in touch with us.


Frequently asked questions

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

CLAIMS


How are you handling claims throughout the COVID 19 Protection Framework?

Under the NZ COVID 19 Protection Framework (traffic light system), we’ll continue to support our customers in every way we can.

  • We’ll continue to apply our safety measures at all levels of the traffic light system as per government guidelines. These may include 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 your claim.

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?

If you have been unable to obtain a valuation due to Government Covid-19 restriction’s 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.

Will properties be assessed or repaired throughout the COVID 19 Protection Framework?

We’ll continue to apply safety measures throughout each level of the traffic light system as per government guidelines. These may include 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 your claim.

I’m selling my house, or I’ve bought a new 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.


Payments and 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

  • Changing your payment frequency.

Please contact us, and we can review your insurance. 


I am expecting a payment from you. How will this be paid?

If we ​ need to make a payment to you, such as a refund, we will pay you by direct credit to your bank account, where possible. This will ensure you get your payment safely, conveniently and as soon as possible.


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 .

 

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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.