How to Claim Car Insurance — NZ

Step-by-step on what to do at the scene, how to lodge a claim, and what most insurers will ask for.

At the scene of an incident

Ensure safety first. Move to a safe location if the vehicle is causing a hazard. Turn on hazard lights.
Call 111 if anyone is injured. ACC covers personal injury in NZ regardless of fault.
Exchange details with any other parties involved — full name, contact, address, vehicle rego, insurer.
Document the scene. Photos of vehicle positions, damage, road conditions, signage. A short video walk-around captures more context.
Take notes. Time, weather, road conditions, what each driver was doing, witness contacts if any.
Do not admit fault. Fault is determined by the insurer based on evidence — your role is to record what happened.
Police report — required if anyone is injured or if a vehicle is undriveable. Otherwise, file an online report at 105.police.govt.nz if you wish.

Contact your insurer (most have 24/7 claim lines and online forms).
Provide policy number, incident time/date/location, parties involved, and your description of events.
Upload photos and any supporting documents.
The insurer assigns a claim number and (typically) a claims handler.
You'll be advised on excess, assessment process and (if applicable) choice of repairer.
The insurer assesses fault and liability, often by reviewing both parties' statements.

If you disagree with a claim decision, you can:

Ask the insurer for a written explanation of the decision and the policy clauses they relied on.
Use the insurer's internal complaints process (most have one).
If still unresolved, escalate to the insurer's external disputes resolution scheme — usually Financial Services Complaints Limited (FSCL) or the Insurance & Financial Services Ombudsman (IFSO). The scheme is free to consumers.