🚨 In Case of Emergency
If anyone is injured or there's significant damage:
- Call 111 for emergency services
- Ensure safety - move vehicles if safe to do so
- Don't admit fault - stick to facts only
Step-by-Step Claims Process
1
Immediate Actions (At the Scene)
Safety First
- Check for injuries and call 111 if needed
- Move to safety if possible
- Turn on hazard lights
- Set up warning triangles if available
Gather Information
- Other driver's details (name, license, insurance)
- Vehicle details (make, model, registration)
- Witness contact information
- Police officer details if attended
Document Everything
- Take photos of all vehicles and damage
- Photo the accident scene and road conditions
- Record time, date, and weather conditions
- Note any relevant road signs or markings
2
Contact Your Insurer (Within 24 Hours)
3
Claim Assessment
What Happens Next
- Claim number assigned and acknowledged
- Assessor appointed to investigate
- Vehicle inspection arranged if needed
- Liability determination begins
Your Responsibilities
- Provide all requested documentation
- Make vehicle available for inspection
- Don't authorize repairs without approval
- Keep receipts for any emergency repairs
4
Resolution & Payment
Claim Approved
- Repair authorization provided
- Approved repairer network available
- Rental car arranged if covered
- Progress updates provided
Payment Process
- Excess deducted from settlement
- Payment made to repairer or you
- Total loss settlements calculated
- Final documentation provided
Types of Business Claims
🚗 Vehicle Damage
Collision, weather damage, vandalism
Typical processing: 7-14 days
🔥 Fire & Theft
Total loss claims require more investigation
Typical processing: 14-28 days
⚖️ Third Party
Damage to others' property or injury
Typical processing: 14-60 days
🛠️ Tools & Equipment
Business equipment stolen from vehicle
Typical processing: 7-21 days
Tips for Faster Claims Processing
📸 Document Everything
Take comprehensive photos and keep detailed records of the incident
⚡ Report Quickly
Contact your insurer within 24 hours for faster processing
📋 Provide Complete Info
Give all requested information promptly and accurately
🤝 Use Approved Repairers
Network repairers often provide faster service and guarantees
What Can Delay Your Claim
⚠️ Incomplete Documentation
Missing photos, witness statements, or incident reports
⚠️ Disputed Liability
When fault is unclear or disputed by other parties
⚠️ Complex Damage
Extensive damage requiring detailed assessment
⚠️ Part Availability
Waiting for specialized or imported vehicle parts
Your Rights During Claims
You Have the Right To:
- Receive regular updates on your claim progress
- Understand the basis for any claim decision
- Access your claim file and documentation
- Lodge a complaint if unsatisfied with service
- Seek independent assessment if needed
If You're Not Happy
First, contact your insurer's complaints department. If you obtained cover through First Commercial Insurance Brokers (FSP748591), you can also raise the issue with us directly. If the matter remains unresolved, free independent dispute resolution is available via FSCL (Financial Services Complaints Limited) — 0800 347 257 | info@fscl.org.nz | fscl.org.nz.