A car accident can ruin your day in seconds. One moment everything is normal, the next you’re dealing with damage, stress, and paperwork.

That’s where knowing the car insurance claim process makes a huge difference.

When you understand exactly what to do after an accident, how to contact your insurer, and what information they need, claims become faster, smoother, and far less stressful.

This complete step by step guide explains how car insurance claims work in New Zealand, what documents you need, how excess payments work, and how to avoid common mistakes that delay payouts.

If you’re new to cover or still comparing policies, start with What Is Car Insurance and What Does Car Insurance Cover so you understand what you’re entitled to claim for.

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What Is a Car Insurance Claim?

A car insurance claim is when you formally ask your insurer to pay for damage, repairs, or replacement after something goes wrong with your vehicle.

This usually happens after:

• A crash or collision
• Someone hitting your parked car
• Theft or attempted theft
• Storm, flood, or fire damage
• Vandalism
• Windscreen or glass breakage
• Damage to someone else’s vehicle or property

If the event is covered by your policy, your insurer pays most of the cost and you pay your excess.

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Step 1 – Stay Safe First

Your safety always comes before insurance.

Immediately after an accident:

• Check yourself and passengers for injuries
• Move vehicles out of traffic if safe
• Turn on hazard lights
• Call emergency services if needed
• Avoid standing on the road

Even a small crash can be dangerous if cars are still moving around you.

Once everyone is safe, then you can focus on gathering details for your claim.

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Step 2 – Collect the Right Information at the Scene

This step can make or break your claim speed.

The more information you collect, the less your insurer has to chase later.

Exchange details with the other driver:

• Full name
• Phone number
• Address
• Driver licence number
• Registration plate
• Insurance company (if known)

Then document everything.

Take photos of:

• All vehicle damage
• The full accident scene
• Road conditions
• Traffic signs or signals
• Skid marks or debris
• Any witnesses

A quick set of clear photos often speeds approval dramatically.

If police attend, ask for the report number too.

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Step 3 – Contact Your Insurer Quickly

Most insurers in New Zealand require you to report incidents within 24 to 48 hours.

Even if you’re unsure whether you’ll claim, notify them anyway.

Early reporting helps because:

• Claims are processed sooner
• Evidence is fresh
• Fault is easier to assess
• You avoid breaching policy conditions

When contacting your insurer, have ready:

• Policy number
• Date and time of incident
• Description of what happened
• Photos
• Third party details

If you’re not happy with your current provider’s claims service, comparing options through Car Insurance Comparison can help you switch to insurers known for faster payouts.

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Step 4 – Submit Your Claim Form

After first contact, you’ll complete an official claim.

This may be done:

• Online
• Through an app
• Over the phone
• Via email or form

Keep your explanation clear and factual.

Write what happened step by step without guessing or admitting fault. Insurers investigate responsibility themselves.

Small inaccuracies can slow the process, so double check dates, times, and vehicle details.

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Step 5 – Understand Your Excess

Before repairs start, you usually pay an excess.

Your excess is your contribution toward the claim cost.

Example:

• Repair cost = $4,000
• Excess = $600
• You pay $600
• Insurer pays $3,400

Sometimes excess is waived if:

• You weren’t at fault
• The other driver is identified
• It’s a glass only claim

Learn more in Excess Explained and how it affects pricing in Car Insurance Costs in NZ.

Choosing the right excess level can save you money long term.

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Step 6 – Vehicle Assessment and Approval

After lodging your claim, the insurer assesses the damage.

They may:

• Request more photos
• Send an assessor
• Ask you to visit an approved repair shop
• Arrange towing

The assessor determines:

• Repair cost
• Parts needed
• Labour time
• Whether the car is repairable or a write off

For small damage, approval can happen the same day. Larger claims take longer.

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Step 7 – Repairs or Settlement

Once approved, you’ll move to settlement.

Most claims follow one of three paths.

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Repair through approved repairer

• Insurer pays workshop directly
• You pay only excess
• Repairs guaranteed

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Cash payout

• You receive money
• You organise repairs yourself

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Total loss payout

• Vehicle declared uneconomical to repair
• You receive agreed or market value
• Policy ends

Check which applies in Comprehensive vs Third Party Insurance, as cover types affect payouts.

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Step 8 – Claim Finalised

After repairs or payment:

• Vehicle returned or funds received
• Claim closed
• Records updated

Keep receipts and documents for future reference.

You may need them if questions arise later.

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How Long Do Claims Take in New Zealand?

Every claim is different, but typical timelines are:

• Minor damage – a few days
• Standard repairs – 1 to 2 weeks
• Major repairs – 3 to 6 weeks
• Write offs – 2 to 4 weeks

Delays usually happen because of:

• Missing details
• Disputes over fault
• Parts shortages
• Busy repair shops

Submitting complete information upfront is the biggest time saver.

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Common Reasons Claims Get Declined

Understanding exclusions protects you from surprises.

Claims may be rejected if:

• Driver was unlicensed
• Alcohol or drugs involved
• Vehicle used commercially without cover
• Modifications not declared
• Pre existing damage
• Late reporting

Insurers assess risk carefully. Learn how decisions are made in How Insurers Calculate Risk.

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Should You Always Make a Claim?

Not necessarily.

If damage costs only slightly more than your excess, claiming may not be worth it.

Consider:

• Your excess amount
• Potential premium increases
• Loss of no claim bonuses

Small cosmetic damage is often cheaper to fix privately.

For larger losses, insurance is absolutely valuable. See Is Car Insurance Worth It for real world examples.

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Tips to Get Your Claim Paid Faster

These simple habits can cut days or weeks off your claim time:

• Take clear photos immediately
• Report same day
• Keep all receipts
• Respond quickly to insurer emails
• Use approved repairers
• Provide accurate information
• Track your claim number

Organisation speeds everything up.

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Special Situations

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Hit and run

Report to police and insurer immediately. Provide time, location, and photos.

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Uninsured driver

Your insurer still pays. They recover costs later.

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Stolen vehicle

File police report first, then claim.

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Windscreen damage

Often fast approval and sometimes no excess.

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Natural disasters

Lodge claims early as repair queues fill quickly.

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Choosing the Right Policy Makes Claims Easier

The best time to think about claims isn’t after an accident. It’s when choosing your insurance.

Look for insurers offering:

• 24 7 claims support
• Online claim tracking
• Fast approvals
• Approved repair networks
• Courtesy cars
• Clear excess terms

Comparing policies side by side through Car Insurance Comparison helps you find providers with smoother claim experiences.

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Final Thoughts

Car insurance is there to protect you when life throws the unexpected your way.

Knowing the claim process means:

• Less stress
• Faster repairs
• Fewer mistakes
• Quicker payouts

Save this guide so you’re prepared before you ever need it.

And if you’re reviewing your cover, explore:

• What Is Car Insurance
• What Does Car Insurance Cover
• Comprehensive vs Third Party Insurance
• Car Insurance Costs in NZ
• Is Car Insurance Worth It
• Car Insurance Comparison

The right policy today makes tomorrow’s claim much easier.