What to Do When Severe Weather Damages Your NZ Home: A Step-by-Step Guide

Weather Events Are Increasing in New Zealand

Severe weather is not an occasional occurrence in New Zealand — it is a regular feature of our climate. In 2025, NZ insurers issued 36 separate weather-related event codes, generating thousands of claims from affected homeowners. The La Niña weather pattern, combined with warmer sea surface temperatures, is increasing the likelihood of tropical systems and periods of intense rainfall reaching New Zealand.

Cyclone Gabrielle in February 2023 was the most costly weather event in NZ history, generating billions of dollars in insurance claims across Hawke's Bay, Gisborne, Northland, and Auckland. But significant storm events occur every year — and knowing what to do when one damages your home can make a material difference to how quickly and how fully your claim is settled.

Step 1: Prioritise Safety

Before anything else, make sure your household is safe. If your home has been seriously damaged:

• Evacuate if there is any risk of structural collapse, gas leak, or flooding
• Turn off electricity at the mains if you suspect water has entered electrical fittings
• Do not re-enter a significantly damaged building until it has been assessed by a builder or engineer
• Contact Civil Defence if a local emergency is declared — follow official guidance on evacuation zones

Step 2: Prevent Further Damage (Emergency Repairs)

Your buildings insurance policy almost certainly includes a provision allowing — and in some cases requiring — you to take immediate steps to prevent further damage after an insured event. This might mean:

• Placing tarpaulins over a damaged roof to prevent water ingress
• Boarding up broken windows or doors
• Arranging emergency tree removal if a fallen tree is causing ongoing structural damage
• Pumping out floodwater from a basement or ground floor

Keep all receipts for emergency repair costs. These are almost always claimable as part of your insurance claim. Most policies cover reasonable emergency repair costs incurred to prevent further loss, even before a formal claim assessment.

Step 3: Document Everything Before Cleaning Up

This is one of the most commonly skipped steps — and one of the most important. Before you clean up, repair, or dispose of anything:

• Photograph and video the damage thoroughly — walk through every room, capture every affected surface, and document the exterior from multiple angles
• Photograph the cause of damage if visible — a fallen tree, blocked gutter, damaged roof tile
• Note the date and time of the weather event — your insurer will cross-reference with weather service records
• Record serial numbers and model numbers of any built-in appliances or fixtures that are damaged

Your insurer's loss assessor will use your documentation alongside their own assessment. Strong photographic evidence accelerates the claims process and reduces the likelihood of disputes about the extent of pre-existing damage versus event-caused damage.

Step 4: Contact Your Insurer Promptly

Notify your insurer as soon as it is practicable to do so — most policies require you to report damage "as soon as reasonably possible." In practice, this means contacting your insurer within a few days of the event, not weeks later.

When you call or lodge your claim online:

• Have your policy number ready
• Describe the damage clearly and concisely — avoid speculation about the cause
• Ask for a claim reference number and the name of the person you spoke to
• Ask what the next steps are and what timeframe to expect

After a significant weather event affecting multiple properties in your area, insurers receive a high volume of claims simultaneously. Claims response times may be longer than usual — this is normal, but following up after 5–7 working days without contact is reasonable.

Step 5: Understand the Assessor's Visit

For significant claims, your insurer will arrange for a loss assessor (sometimes called a loss adjuster) to visit your property. This person works for or on behalf of your insurer to assess the damage and determine what is covered under your policy.

You are entitled to:

• Be present during the assessment
• Ask questions and take notes
• Engage your own independent assessor if you disagree with the insurer's assessment
• Request a copy of the assessor's report

Be straightforward and factual when describing the damage and when it occurred. Do not exaggerate or speculate. Assessors are experienced at identifying pre-existing damage, and overclaiming can result in a claim being partially or fully declined.

Step 6: Know Your Rights — NHCover and Private Insurance

If the weather event includes flooding, storm, or landslide damage, your claim may involve both your private buildings insurer and the Natural Hazards Commission (NHC). Damage from these natural hazards is covered by NHCover up to $300,000 — your private insurer handles the excess above that cap.

Under the new NHI Act 2023, you lodge all claims through your private insurer, who coordinates with the NHC on your behalf. You do not need to contact the NHC directly. If you are unhappy with the outcome of an NHC-related portion of your claim, you now have access to the free NHCover Dispute Resolution service provided by Fair Way.

Step 7: If Your Claim Is Declined or Disputed

If your insurer declines your claim — or offers a settlement you believe is too low — you have options:

• Ask for the decision in writing and the specific policy clause they are relying on
• Engage an independent loss assessor to provide a second opinion on the damage and quantum
• Make a formal complaint to your insurer's internal complaints process
• Escalate to the Insurance and Financial Services Ombudsman (IFSO) at www.ifso.nz — this is a free, independent dispute resolution service

The IFSO scheme covers most NZ insurers and is the standard avenue for resolving insurance disputes without going to court. Most disputes are resolved through this process.

Being Prepared Before the Next Event

The best time to review your buildings insurance is not after a storm — it's before one. Check that your sum insured reflects current rebuild costs, understand what your policy does and doesn't cover, and make sure your insurer has your current contact details. If you're not sure whether your current cover is adequate, speak with one of our advisers before the next weather event season.