Q: How do I make a contents claim?
A: If you need to make a new contents claim, it's easiest to submit this online.
Online orders are being fulfilled across the country. If you've been waiting for items to arrive, retailers that offer contactless buying and delivery should be able to deliver them to you.
It may take longer than usual for items to arrive as couriers and delivery companies are very busy. We really appreciate your patience as you wait for your items to arrive.
You also have the option for us to cash settle your claim. Please email us at claims@tower.co.nz if you would like to take up this option.
Q: How do I make a house claim?
A: If you need to make a new house claim, it's easiest to submit this online. Our claims team will be in touch to arrange next steps.
We are prioritising customers who need us the most, for example claims where customers' health and safety is impacted. Repair work is continuing with increased hygiene practice.
When you lodge a claim, our claims team will contact you to get your consent before any site visit or work on your property happens. For example, if you or someone in your bubble are vulnerable, you must let us know and we can postpone the work. Where possible, we'll complete a digital assessment remotely, to limit contact between people.
Q: Will there be any delays with house claims?
A: It may take longer than usual to get the work completed due to a backlog of repairs plus building supplies being less available. Our suppliers are required to follow the COVID-19 health and safety guidelines and this will also impact the time the work will take. For example, there is a limit to the number of people that can be on site at any given time. We thank you for your patience. We know it's not an easy time.
Q: How do I make a motor vehicle claim?
A: If you need to make a new motor vehicle claim, it's easiest to submit this online. Our claims team will be in touch to arrange next steps.
We are prioritising customers who need us the most, for example claims where customers' health and safety is impacted. Repair work is continuing with increased hygiene practice.
Where possible we will offer a digital assessment if you would prefer not to do this part of your claim at the repairer.
Q: Will there be any delays with motor vehicle claims?
A: It may take longer than usual to get the work completed due to a backlog of repairs and delays for parts to arrive, especially from overseas. Our suppliers are required to follow the COVID-19 health and safety guidelines and this will also impact the time the work will take. For example, there is a limit to the number of people that can be on site at any given time. We thank you for your patience. We know it's not an easy time.
Q: How can I get in touch about a claim I have already submitted?
A: If you need an update on your claim, please contact your claims manager on the contact details provided. If you are unable to contact them please chat to us online, email claims@tower.co.nz, or call us on 0800 379 372.