Auckland and Northland flooding update

Keep phone lines free for those most severely impacted by claiming online if you can, says Kiwi insurer Tower.

Tower Chief Claims Officer Steve Wilson says by 7.30pm last night, claims had already started rolling in from customers affected by heavy rain in Auckland and Northland.

“We have brought in extra resource for our phone lines today and Sunday, as we anticipate claims volumes will increase.

“We know having to make a claim, especially due to the extensive damage flooding can cause, can be a traumatic time for people. Our customer response team at Tower is always ready to support our customers – no matter the circumstances.”

Claims due to flooding so far have ranged from water levels rising into people’s homes to water leaking through ceilings and light fixtures.

“By encouraging customers to claim online we aim to keep our phone lines as free as possible for those most impacted and requiring urgent assistance, especially now that a state of emergency has been declared in Auckland. This includes assistance to make their properties safe or to manage temporary accommodation for our customers who have had to evacuate,” says Mr Wilson.

Temporary accommodation was a key focus for Tower, with many establishments at or near capacity due to events that were scheduled prior to the arrival of wild weather.

“As an insurer our number one priority is the safety of you and your whanau. If you’ve had to evacuate and can stay with friends or family, please do so. If this is not an option, please remember we are here to help, this includes finding and covering the cost of temporary accommodation if you need it,” says Mr Wilson.”

Yesterday, MetService issued heavy rain warnings for Northland, Auckland, the Coromandel Peninsula and the Bay of Plenty west of Whakatane. As well as severe thunderstorm watches accompanied by torrential rain in Northland and Auckland, and an additional strong wind watch for Auckland.

Following this, Tower sent over 117,000 text messages to customers in Auckland, Northland and Waikato, to check-in and to provide insurance advice. Today, Tower will be calling customers in the most affected areas and will also be sending out further texts, to check on customer welfare in other affected areas.

Multiple weather watches and warnings remain in place for areas at the top of the North Island.

“Ultimately, it’s our job to be there when people need us most and to help alleviate some of the stress involved during weather events so, Kiwis can focus on keeping themselves, their families and homes safe,” says Mr Wilson.

In the first instance, Tower is encouraging customers to claim online by visiting tower.co.nz/claims/. For urgent enquiries please call the Tower team on 0800 379 372.

Insurance advice during an event:

• Keep across live updates to ensure you’re aware of the situation at hand and follow the advice of your local Civil Defence Branch
• Practice caution – the same footing and roads you’re used to may not still be there
• Do not attempt to drive through any flood water or water rising above the road, as you don’t the condition of the road underneath or the depth of the water. Even if you have made your trip many times before, heavy rain may cause slips road closures – the landscape may not look the same in this weather
• Safely unplug all electrical devices to avoid damage from power surges. Turn power off at the mains if water has entered your house. Don’t turn it back on again until it has been checked by an electrician
• If you have a household emergency plan, put this into action. Be prepared to evacuate quickly if it becomes necessary and consider which is the safest exit route
• If you need to, or choose to evacuate, make sure you do so safely and your property is secure by locking all doors and windows.

Insurance advice following an event:

• If you’ve had to evacuate, only return to your home once it is safe enough to do so – follow instructions from authorities
• Write down a list of everything that was damaged to ensure you don’t miss anything
• If you can access any proof of purchase for items that were damaged, group these together with the above list
• Record the damage using photos and video before you start any clean up. Don’t throw anything you need to claim on away
• Clean up as much as you can. It’s helpful if you have a covered space to start drying out your things – you’d be surprised by how much you can save if they are dried early
• Read your policy wording – you might find out you can make a claim for something you didn’t know. If you’re unsure, do give your insurance provider a call to discuss what your policy covers, and what the next steps are for claiming
• If your home isn’t safe to live in, check with your insurer if you are covered for temporary accommodation. Tower customers are covered for temporary accommodation under their house insurance policy.

For areas of New Zealand affected by heavy rain, Tower’s blog features helpful advice
such as, what to do before and after a flood and what water and flood damage does your
insurance cover?

ENDS