Hawke’s Bay Flooding

We are dealing with a large influx of claims enquiries in the Hawke’s Bay area. Our first priority is that our customers keep themselves safe. If you are unsure of what to do, please see our guidance below, and the order of actions we recommend you make:


1. Keep yourself safe

Firstly if you are in danger, feel unsafe or need to self-evacuate, please call 111 immediately. You can also call 0800 422 923 for non-emergency concerns.

2. Take any safe and reasonable action to prevent further damage

If there is any immediate work you can do that will safely reduce further damage to your house or contents, please feel free to go ahead. We do not need you to lodge a claim first. We encourage  any efforts you make to prevent further damage.

3. Gather as much information as you can

Gather as much information as possible on what has been damaged. Once your property is safe to enter, please arrange to take photos and gather information on the damage where possible. The more information we have available will increase the efficiency in which we can manage your claim.

4. Lodge a claim online

When you know what damage has occurred please lodge a claim.

We are currently managing a large inflow of claims enquiries. Please remain rest assured that you don’t have to lodge your claim straight away. You can claim on your policy at a later date if necessary (even if it’s weeks after the loss).

Remember that the more information and documents you can gather before lodging a claim, the more efficient your claims process will be.


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If you can’t access your dashboard to make a claim, please contact us.

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Our thoughts are with the Napier community as they work through these tough times. We are here to help, and paying claims is what we do. For more information and guidance on how to keep informed and safe, please visit the Civil Defence website.