How to Make a Car Insurance Claim | In NZ Full Process Guide
Been in an accident? Learn the full car insurance claim process in NZ, including what to do at the scene, how insurers assess damage, and how long claims take.
Car Insurance Claim Process in New Zealand
A Step-by-Step Guide to Making a Car Insurance Claim
If you’ve been in a car accident or your vehicle has been damaged, knowing how the car insurance claim process works in New Zealand can make a stressful situation much easier to handle.
Many drivers are unsure what to do after an accident, how long claims take, or what costs they might need to pay themselves. Understanding the claim process helps you prepare for what happens next and ensures your claim is handled smoothly.
In this guide we explain:
• What to do immediately after an accident
• How to file a car insurance claim in NZ
• How insurers assess damage
• When you need to pay an excess
• How long claims usually take
If you're new to insurance, you may also want to read our guide on Car Insurance Explained, which covers how policies work and what they typically include.
What Is a Car Insurance Claim?
A car insurance claim is a request you make to your insurer after an incident that causes damage or loss.
Common situations where drivers make claims include:
• Vehicle accidents
• Theft
• Vandalism
• Storm damage
• Fire damage
• Damage caused by another driver
When you submit a claim, the insurance company investigates the situation and determines what costs are covered under your policy.
Your level of protection will depend on your Coverage Levels, which determine exactly what situations your insurer will pay for.
Step 1: Make Sure Everyone Is Safe
The first priority after any accident is safety.
If an accident occurs, you should immediately check whether anyone involved is injured.
Important steps to follow
• Check yourself and passengers for injuries
• Check occupants of the other vehicle
• Move vehicles out of traffic if it is safe
• Turn on hazard lights
• Call emergency services if necessary
In New Zealand, you should call 111 if someone is injured or if the accident has caused a serious road hazard.
Remaining calm and ensuring everyone is safe should always be the first step before dealing with insurance matters.
Step 2: Gather Important Information
After ensuring everyone is safe, it is important to collect as much information as possible about the accident.
The more details you gather, the easier it will be for your insurance provider to process your claim.
Information you should collect
• Full name of the other driver
• Phone number and contact details
• Vehicle registration number
• Insurance provider (if available)
• Photos of the vehicles and damage
• Photos of the accident scene
• Location of the accident
• Time and date
If witnesses are present
It can also help to collect:
• Witness names
• Contact information
• Brief statements
These details may help insurers determine who was responsible for the accident.
Step 3: Take Photos of the Accident
Photos are one of the most useful pieces of evidence when making a claim.
Insurance companies often rely on photos to understand how the accident occurred.
Helpful photos to take
• Damage to your vehicle
• Damage to the other vehicle
• Road conditions
• Traffic signs or signals
• The overall accident scene
Smartphones make this step easy, and having clear photos can speed up the claim process significantly.
Step 4: Contact Your Insurance Provider
Once the immediate situation has been handled, you should contact your insurance provider as soon as possible.
Most insurers allow you to start a claim through:
• Phone
• Online claim form
• Mobile apps
• Email
Many insurers recommend reporting the accident within 24–48 hours, even if you are unsure whether you will make a claim.
Providing early notification helps avoid complications later.
If you are unsure what your policy includes, our Car Insurance Explained guide outlines how policies typically work.
Step 5: Submit Your Claim
When submitting a claim, the insurance company will usually require several details about the incident.
Information insurers typically request
• Your policy number
• Details of the accident
• Photos of vehicle damage
• Details of other drivers involved
• Police report (if applicable)
• Witness information
Some insurers may ask you to complete a formal claim form, which documents exactly what happened.
Providing accurate information is important because inconsistencies can delay the claim process.
Step 6: Claim Assessment
After your claim is submitted, the insurance company will begin assessing the situation.
The goal of this step is to determine:
• What caused the damage
• Who was at fault
• Whether the damage is covered by your policy
• The cost of repairs
This process may involve:
• Reviewing photos
• Examining repair estimates
• Speaking with both drivers
• Reviewing police reports
To better understand what insurers usually pay for, see our guide on Cost Covered & Exclusions.
Step 7: Vehicle Inspection and Repair Quotes
In many cases, insurers will arrange an inspection of your vehicle.
This may involve:
• Sending an assessor to inspect the car
• Requesting repair quotes from approved repairers
• Reviewing repair costs
Insurance companies often have approved repair networks, which means they may recommend specific workshops.
Using approved repairers can speed up the process because insurers already trust their pricing and workmanship.
Step 8: Paying Your Excess
Most car insurance policies include an excess, which is the amount you must pay when making a claim.
For example:
• Repair cost: $3,500
• Policy excess: $500
You pay $500, and the insurer covers $3,000.
However, in some cases your excess may be waived.
Examples include:
• The other driver was fully at fault
• The responsible driver is identified and insured
If you want to understand this in more detail, read our guide on Excess.
Step 9: Repairs or Settlement
Once the claim is approved, the insurance company will arrange repairs or offer a settlement.
Possible outcomes include
• Vehicle repair
• Replacement vehicle
• Cash settlement
• Vehicle write-off payout
If your vehicle is repairable, it will usually be sent to an approved repair shop.
If the repair cost exceeds the vehicle’s value, the insurer may classify it as a write-off.
What Happens If Your Car Is Written Off?
A vehicle is considered a write-off when repair costs exceed its value.
If this happens, the insurer will usually pay either:
• Market value – what the vehicle is worth at the time of the accident
• Agreed value – a value set when you purchased the policy
The payout amount depends on the terms of your insurance policy.
How Long Does a Car Insurance Claim Take?
The length of the claim process varies depending on the situation.
Typical claim timelines
Simple claims:
• 1 – 2 weeks
Moderate damage claims:
• 2 – 4 weeks
Complex claims or disputes:
• Several weeks or longer
Factors that can delay claims include:
• Disputes over fault
• Waiting for repair quotes
• Parts shortages
• Investigation requirements
Common Reasons Claims Are Delayed
While many claims are straightforward, certain factors can slow the process.
Common delays
• Incomplete accident information
• Missing photos
• Disagreements about fault
• Lack of witness statements
Providing accurate information from the beginning can help prevent delays.
Tips for Making the Claim Process Easier
The best way to make a claim smooth is to be prepared before accidents occur.
Helpful tips
• Keep your insurance details accessible
• Take clear photos of accidents
• Collect contact details from all drivers
• Report incidents quickly
• Understand your policy coverage
You can also estimate your insurance costs using our Car Insurance Calculator.
Understanding Your Coverage Before a Claim
Many drivers only read their policy after an accident occurs.
However, understanding your policy beforehand helps you know exactly what to expect during the claim process.
Important things to check include:
• Coverage limits
• Policy exclusions
• Excess amounts
• Claim conditions
Your Coverage Levels determine how much protection you have and what incidents your insurer will pay for.
The Bottom Line
The car insurance claim process in New Zealand is designed to help drivers recover financially after accidents or unexpected damage.
While the process may seem complicated at first, it generally
follows a clear structure:
-
Ensure safety
-
Collect accident information
-
Contact your insurer
-
Submit a claim
-
Damage assessment
-
Pay excess
-
Repairs or settlement
-
Understanding these steps can help you stay calm and confident if you ever need to make a claim.
Insurance exists to protect drivers from major financial losses, which is why many New Zealand motorists choose to maintain coverage.