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You can cancel a policy yourself online any time through your dashboard, and you will be refunded the unused premium.

Simply log into your initio dashboard and select the ‘Cancel Policy’ option on the policy you want to cancel. You can then select the date to cancel the policy from, and you will be instantly shown the refund amount, which will be refunded to your credit card or account with five working days.

The most common reason for cancelling a policy is because the property has been sold, with the date for cancellation of the policy being the settlement date. We realise that the settlement date may have already passed or be yet reached. You can cancel the policy with effect from a date within a 30 day window, subject to the current period of your policy, ie the current paid month or if you pay annually, the current year.  If you are trying to cancel more than 30 days ahead, you will need to wait till you are within the available window.

Once the policy has been canceled it will move to being an inactive policy, which can still be viewed from your dashboard and you can still make a claim for that time period of cover.

Troubleshooting: Why can’t I choose the correct cancellation date?

• If you want to cancel your policy next month, you might need to wait until your policy renews.
• For example, if it’s mid-July and your policy renews at the start of August, and you want to cancel in mid-August, you need to wait until early August when the policy renews.

• You’ll get a refund for any unused portion of your policy after the cancellation date.  The credit will be applied to the card initially used for payment, if this is not suitable please get in touch immediately to provide your preferred account details.

• Current Date: Mid-July
• Policy Renews: Start of August
• Desired Cancellation Date: Mid-August

The answer is, it depends. There are circumstances where a tenant is considered liable, but this can be a little murky.

Let’s have a quick look at some key parts of the 2019 Residential Tenancies Act for insights into how you may experience it as a landlord.

Three things in the act that seem clear on paper.

1. A tenant can be held fully responsible for intentional damage

A tenant who intentionally causes damage can be held liable, and the landlord can ask them to pay for the damage. This seems like common sense.

If the landlord has insurance cover for deliberate damage, they can lodge a claim with their insurance company. The insurer will pay for repairs, and try to recover the costs from the tenant later down the track (if it’s possible).

2. A tenant can be held partially responsible for careless damage

If a tenant has ‘carelessly’ caused damage they can be held responsible, but only up to a maximum of the landlord’s insurance excess, or four weeks of rent (whichever is less).

But what is considered careless? We’ll get to that shortly.

In this case, the tenant can share in with the benefits of the landlord’s insurance cover.

3. A tenant cannot be held responsible for accidental damage

If a tenant accidentally causes damage the act considers that sometimes; these things just happen, and the damage is the landlord’s responsibility.

However, this falls into the same problem. It’s often not crystal-clear whether damage is ‘careless’ or ‘accidental’, nor is it something the landlord and tenant may easily agree on.

Many things that would ‘sensibly’ be considered careless, have been ruled by the Tenancy Tribunal as accidental – such as knocking over and leaving a hot iron to melt into the carpet.

So it’s a good idea to read through some recent Tribunal decisions – this may be helpful for future tenant discussions.

A case of melted carpet

The 2019 changes to the act are still relatively fresh and we could still see its interpretation change. This 2020 example gives an indication of the Tribunal’s approach to the difference between careless and accidental damage.

Braziers v Guttman 2020

A landlord (Braziers) took their tenant (Guttmann) to the Tenancy Tribunal to recover damage.

The landlord alleged a patch of carpet was melted, and claimed the cost of carpet replacement from the tenant for $772. The tenant admitted the carpet was melted when they accidentally knocked over a hot clothes iron.

To avoid any liability the tenant needed to prove that they didn’t carelessly or intentionally cause the damage, and that it was a reasonable accident.

The tribunal decided the carpet damage was accidental in nature, and did not have enough ‘careless’ elements to render otherwise. There was no liability against the tenant for repair costs or excess, and the landlord would need to pay for the repairs themselves, or through their insurance (and pay the excess).

Full details of the case: Braziers Ltd v Guttmann [2020] TT 4251455

Accidental Tenant Damage vs Careless Tenant Damage

As we’ve mentioned, the Act’s definition of the difference between accidental and careless damage could be better, and we are now seeing the results of this coming through the Tenancy Tribunal process. Here’s our overview:

Accidental damage is something caused by the tenant, but outside their control (for example, tripping and putting a knee through a wall).

Careless damage is caused through lack of attention or concern for the consequences (for example, leaving a stove on while you go to do something else).

But ultimately these guidelines will be up for subjective judgement. We expect to see more disagreements between tenants and landlords over who’s liable for damage. If you’re a landlord that’s applying to the Tenancy Tribunal to see what they think, you should be prepared to prove that damage was caused intentionally – or at least carelessly to avoid paying an excess.

What’s our position on all this?

We believe a clearer division between what is accidental and careless tenant damage is needed. If no clear interpretation can be made then ideally all tenant damage – whether careless or accidental – should be treated as the responsibility of the tenant (up to the smaller of the excess or four weeks rent).

This will save a lot of time and arguments. However, based on recent cases the Tenancy Tribunal doesn’t quite see it the same way.

Why can’t the tenant use their own insurance to pay for the damage?

That’s a good question.

In the past tenants were considered completely responsible. If the tenant had their own contents insurance the landlord could rely on this to pay for damage by the tenant. Almost all contents insurance policies will include the tenant’s liability to at least $1 million for accidental damage.

For many landlords, confirmation of contents cover became a condition of tenancy; if the tenant accidentally burnt the house down, the landlord’s insurance company could get the money back from the tenant’s insurance company.

Then a couple of big things happened.

1) Court of Appeal decision on Holla v Osaki

This landmark ruling established that landlords and their insurance companies could no longer recover the costs of damage from tenants. In this case, it was $216,000 worth of damage caused by the careless action of the tenant leaving an unattended pot cooking on the stove.

2) Residential Tenancies Act 2019 

This act reversed the effects of the Holla vs Osaki decision and brought back some responsibility for tenants who cause careless damage. Responsibility, however, was limited to the lesser of the landlord’s insurance excess or four weeks rent.

It established that the tenant is fully responsible for intentional damage and that the tenant cannot rely on the landlord insurance policy for this. Remember that; as you would expect, a tenant’s contents insurance won’t provide cover for damage that’s intentionally caused.

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It’s the stuff of nightmares. The family car is booked in for a Warrant on Tuesday, but you still have to do the Monday school run.

Everything runs to plan until a distracted driver rear-ends you at the lights. Will your insurance still cover the damage?

Don’t worry, your insurance company won’t automatically decline your claim just because your WoF expired.

The government requires a WoF on cars to keep people and roads safe. It means a certified mechanic has confirmed the vehicle is safe to operate on our roads, including safety features, and mechanical components like tyres and brakes.

While a WoF is a legal requirement, we’ve all been in the position where you simply forgot, or just have to get through another few days before you can get it to the workshop.

When would your claim be declined?

If you make a claim on your car, and your insurance company discovers it doesn’t have an active WoF (they can easily find this), they will want to find out:

  1. Was the cause of the accident an issue with the car?

  2. Would the issue have been resolved by a WoF check?

Your claim could be declined if it’s proved that an issue with the car was the cause of the accident. This could be bald tyres with no tread causing you to spin out, or tattered brakes meaning you couldn’t stop in time to avoid a collision.

These are obvious causes that are easy to pick up. If the issue is something less obvious, your insurance company might determine whether the issue would’ve been picked up by a WoF. If it would’ve, your claim could be declined. These are all reviewed on a case-by-case basis.

What if the cause was not an issue with the car?

Generally, most accidents don’t involve an issue with the car, so it won’t affect the ability to make a claim.

If your car wasn’t being operated at the time of a crash, there’s no reason to deny your claim as the lack of warrant has nothing to do with the damage. If someone else reverses into you and caves in your front bumper while your car is parked, that’s hardly your fault and nothing a warrant would prevent so you won’t be pinged.

Remember not to drive your car if you notice an issue, and fix it as soon as you can. This way if you have an accident and forgot about your WoF, your insurance coverage is still valid.

Related Articles:

• Vehicle claim basics
• What is driver grade?
• How do I buy my first vehicle policy?
• Initio’s car insurance
• How does claims grade and knock-for-knock work?

Pay online the easy and secure way

Just use your bank app on your phone to make the payment. It’s quick, safe, and you don’t need to share your banking details, making it one of the most secure ways to pay online.

Currently available to ANZ, ASB, BNZ, The Co-operative Bank and Westpac customers.

 *Available on annual payments only.

How to make a payment

1. Choose the online eftpos option from the payment screen when renewing your annual policy.
2. Select your bank and enter your mobile number.
3. Approve the payment request in your bank app.

That’s it! – the payment is made instantly if funds are available.

Key benefits

• Direct account-to-account transfers
• No need to share banking credentials
• Secure payment process
• Simple smartphone-based payments

Getting started

If you use your bank’s mobile app regularly, you shouldn’t need to do anything special. Just check you have the latest version of your bank’s app installed. Below are a few bank-specific requirements:

ANZ customers

1. Download or update to the goMoney banking app.
2. Have an ANZ everyday account (e.g. Go, Freedom, Business Current) or Flexible Home Loan account with sufficient funds.
3. Contact your bank to register a verified mobile phone number with OnlineCode or ANZ Pay to Mobile.

Further information for ANZ customers

ASB customers

1. Download or update to the latest version of the ASB Mobile app.
2. Turn on “Receive payment requests” in Settings.
3. Be Netcode verified within the app.

Further information for ASB customers

BNZ customers

1. Download or update to the latest version of the BNZ app.
2. Login with your BNZ access number and password.
3. Use a BNZ transactional account e.g. YouMoney.
4. Allow Push notifications, they aren’t required but make payments easier.

Further information for BNZ customers

Westpac customers

1. Be registered for Westpac One and download or update to the latest version of the app.
2. Use a Westpac Everyday, Simple Saver, or Choices Everyday account.
3. Make sure your mobile phone number is registered and authenticated on your account.

Further information for Westpac Customers

The Co-operative Bank customers

• Download and set up the Co-operative Bank Mobile App.
• Keep it updated for smooth transactions.

Further information for Co-operative Bank Customers

Frequently asked questions

How secure is Online EFTPOS?

Online EFTPOS is one of the most secure payment methods available today. This is because it doesn’t ask you to enter your bank or payment details directly. Instead, you approve each payment through your bank’s app, adding an extra layer of security.

What is the maximum purchase limit for Online EFTPOS?

Each bank sets its own purchase limits:

You may also have specific limits set for your own account.  Please contact your bank if you need to adjust those.

I don’t bank with one of these banks – when can I use Online EFTPOS?

The Online EFTPOS team is working to bring more banks on board. You can email [email protected] with your feedback or contact your bank directly to encourage them to join.

I don’t have the relevant bank app on my phone. Where can I get it?

Look for the ANZ, ASB, BNZ, Westpac One, or The Co-operative Bank app on the Google Play Store (Android) or iTunes App Store (iPhone).

How long do I have to approve my payment?

You have 4 to 7 minutes from the time the payment request is sent to approve the transaction in your bank app.

I didn’t receive a payment request in my banking app.

• Check you’re using the latest version of your app.
• Confirm you have enough funds.
• Allow up to 40 seconds for the request to appear (try refreshing or logging out/in).
• Double-check the mobile number linked to your bank app.
• Ensure the relevant payment settings are enabled in your bank app.

If you still have issues, contact your bank or email [email protected].

Why is my mobile number required?

It matches you to your bank account, so you don’t need to enter card details.

How long does a payment take?

Payments are processed instantly if funds are available.

What about refunds?

Refunds for payments made to your initio account will go back to the same account used for the original payment.

Related articles:

• How can I pay my premium?
• How does initio get paid?
• How do I switch my payment frequency?
• Can I pay with direct debit?

We do our best to keep the information on our website about Online EFTPOS current. However, we can’t promise that everything is always accurate, complete, or up to date, and we can’t guarantee that it will meet your specific needs.

For the latest and most reliable information, we recommend visiting either your bank’s site or Worldline’s Online EFTPOS support page.

Digital only matters when it makes things easier at the moments that count.

You’ll often hear us described as a fully digital insurance provider. That’s true. But what does being digital actually mean for the people who insure with us?

For us, digital isn’t about removing people from the process. Removing the friction that gets in the way of something that should be simple is what it’s about.

Because our systems do the heavy lifting. Our support and claims teams avoid manual paperwork. They don’t have to re-enter details. They also don’t have to chase forms. Claims don’t need to be lodged through multiple phone calls. You don’t need to stitch insurance policies together by hand.

That time shifts to what truly matters when you feel overwhelmed, under pressure, or just want a clear answer.

It means we pick up the phone when you call or respond to you online in an instant.

Technology that gives time back to people

We use technology to make things faster and clearer. Things like online quotes, a customer dashboard, and a chatbot that can answer common questions at any time of day.

But here’s the key part: if our chatbot can’t give you the answer you need, it doesn’t trap you in a loop. It puts you through to a real person, straight away.

Digital tools should never be a barrier. They should be a shortcut.

That’s why we design everything we build on the technical side to give our team more time to help, not less.

People first, always

Have a look at our reviews, and you’ll see a common theme. People talk about being able to get hold of someone. About feeling listened to. About their insurance claims being handled with care.

Insurance claims can be stressful for customers, and sometimes emotions run high; not every situation is simple. But when things are stressful, the last thing you need is to be playing phone tag with your insurance provider.

Digital insurance on its own isn’t enough. Digital only works if it makes human support easier to access when you need it most.

Why this matters when things go wrong

I saw this first-hand over Christmas when a family member was involved in a car accident. Thankfully, no one was seriously hurt.

In the middle of it all there were police, ambulances, fire trucks, people from the other vehicles, and broken glass mixed with Christmas pavlova scattered throughout the car, alongside tow trucks that needed organising. It was already stressful. Trying to get hold of someone, anyone, about the insurance only made it worse.

We couldn’t find details about their insurance policy details online, and their login didn’t show anything useful. There was no clear next step, just waiting and uncertainty at a time when answers mattered.

All I could think was how different this would have been if they’d been with initio. A claim could have been lodged immediately online; the system would have provided clear instructions on what to do next and what to expect from your insurance provider. All policy details and cover information would have been sitting there in one place. 

Simple, transparent, and there when it counts

That’s one of the things we’re most proud of. With initio, your insurance policy, documentation, and details are available online through your dashboard. No digging through emails. No wondering what you’re covered for. No guessing who to call.

Insurance is stressful enough without added complexity.

Being a digital insurance provider isn’t about doing less for our customers. It’s about doing better. Using technology to remove the noise, so when you really need us, we’re available, responsive, and human.

Because at the end of the day, we’re not just digital. We’re people first.

You might also be interested in:

• Can I claim for that?
• One insurer, one headache
• Technology you can trust

Written by Megan Fisher, Head of Marketing at initio.

Megan has been with initio since 2022 and has over 20 years’ experience in marketing and product strategy. She works closely with initio’s claims and customer experience teams, giving her a first-hand view of how insurance works when customers need it most.

Working out the right sum insured can be harder when your home is not standard. Renovations, custom features, and specialist materials can all affect what it may cost to rebuild, and those details are easy to overlook.

Online calculators can be a helpful place to start. They are designed to give you an estimate based on typical building replacement costs, using the information entered along with available property and construction data.

Online calculators do not provide advice, and they may not capture every detail that could affect the rebuild cost of your home. If you would like a more tailored assessment for your specific property, a quantity surveyor or insurance valuation service may be the best option.

Key takeaways in this article

• Renovations can increase rebuild costs
• Unusual homes may cost more to rebuild
• Non-standard materials can affect your sum insured
• Custom features are easy to overlook
• A calculator is a useful starting point
• It’s worth checking whether the estimate feels right for your home

Why this matters for insurance

Your house insurance should reflect what it may cost to rebuild your home to a similar size and standard using today’s building costs.

For many homes, an online calculator can provide a useful estimate. But if your home has unique features, premium finishes, or non-standard construction, the cost to rebuild may be less straightforward. That is why it is worth taking a closer look before relying on the result.

What counts as an unusual feature?

An unusual feature is anything that could make your home more expensive or more complicated to rebuild than a typical home of a similar size. This might include:

• architectural design features
• high or vaulted ceilings
• custom kitchens or bathrooms
• bespoke joinery
• imported fittings or finishes
• unusual rooflines
• heritage details
• specialist glazing
• detached studios or sleepouts
• retaining walls or complex outdoor structures

These types of features can all add cost and may not always be fully reflected in a standard estimate.

How renovations can affect rebuild cost

Renovations can improve the layout, finish, or quality of a home, but they can also increase what it would cost to rebuild. For example, rebuild costs may be higher if you have added:

• an extension
• a new kitchen or bathroom
• premium flooring
• double glazing
• custom cabinetry
• upgraded cladding or roofing
• decks or attached outdoor living spaces

Even if the work was done years ago, it can still affect what your home would cost to rebuild today.

Why non-standard materials matter

Some homes are built with materials or methods that are less common. This can make rebuilding more expensive, especially if the materials are harder to source or require specialist trades. Examples can include:

• specialist cladding
• imported tiles or finishes
• plaster systems
• unusual timber treatments
• stone or decorative masonry
• architectural glass
• custom metalwork

If your home includes materials like these, it is worth making sure your sum insured reflects that.

Older homes can have hidden complexity

Older homes can also be more complex to rebuild than people expect. They may include features such as native timber, ornate detailing, decorative ceilings, original fittings, or older construction methods. Even if you would not replace every detail in exactly the same way, older homes can still involve more labour and higher rebuild costs.

Before relying on the estimate

If your home has been renovated or includes unusual features, it is worth asking yourself:

• Have I upgraded parts of the home since I last reviewed my cover?
• Does my home have high-spec or custom finishes?
• Are there any specialist materials that may cost more to replace?
• Is my home harder to rebuild than a standard house of similar size?
• Would site access make demolition or rebuilding more expensive?

These questions can help you decide whether the estimate feels realistic for your home.

Why a calculator is still useful

An online calculator is still a helpful starting point. It can do a lot of the heavy lifting and help you get close to a realistic figure without having to work it all out from scratch.

Initio uses the Cotality Sum Insured calculator to help estimate what it could cost to rebuild your home. It uses the details you enter, or confirm, and compares them with construction industry data to generate an estimated rebuild cost for the improvements on your property. The main thing to remember is that it provides an estimate, not a tailored assessment. If your home has features that make it different from a more standard property, it is worth taking the time to sense-check the result. 

Final thoughts

If your home has unusual features, renovations, or non-standard materials, it is worth giving your sum insured a bit more attention. These details can all affect rebuild cost, and they are easy to underestimate.

An online calculator can help you get started, but the final figure should still feel right for your home. If you are unsure, getting a more tailored assessment from a quantity surveyor or insurance valuation service may give you more confidence in the amount you choose.

Related articles

• What is a total loss in house insurance?
• Top 5 mistakes to avoid when insuring property

FAQ’s about non-standard houses

Can renovations affect my sum insured?

Yes. Renovations can increase the cost to rebuild your home, especially if they involve extensions, upgraded finishes, or custom features.

What are non-standard materials in insurance terms?

These are materials or construction features that are less common and may cost more to source, replace, or rebuild.

Can a standard calculator still work for an unusual home?

Yes, it can still be a useful starting point. But if your home is more complex than average, you should review the result carefully.

Why would an architecturally designed home cost more to rebuild?

Architectural homes often include more complex design features, specialist materials, and higher-end finishes, which can increase rebuild cost.

Can site access affect the cost to rebuild?

Yes. Steep, narrow, or difficult-to-access sites can increase demolition and rebuilding costs.

Written by Toby Pudney – Initio’s Support Team Lead

Toby has been with initio since 2023 and is the Support Team Lead. He brings more than six years of experience in the insurance industry, giving him strong knowledge of general insurance. He has studied with ANZIIF and holds a qualification in New Zealand Compliance for Advisers (General Insurance Broking).

A total loss in house insurance is when a home is damaged so badly that it needs to be fully rebuilt, or partial repairs will cost more than the sum insured. In most cases, this happens after a major insured event such as a serious fire, severe flood, or natural disaster. It is the kind of event where your sum insured matters most, because that amount may affect how much is available to rebuild your home.

If you are reviewing your house cover, this is one reason it is important to make sure your sum insured is accurate.

Key takeaways in this article

• A total loss means the home cannot reasonably be repaired
• It usually means full rebuild or full replacement
• Total loss can apply to your house, contents, or both
• Your sum insured matters most in a total loss
• The exact cover depends on your policy wording

What does total loss mean?

In insurance, a total loss generally means the insured property has been destroyed or damaged to the point where repairing it is no longer practical. In terms of property insurance (e.g house or landlord insurance), this usually means the house would need to be rebuilt from the ground up. For contents insurance, it usually means the belongings cannot be replaced within the sum insured and the policy amount is exhausted.

What is a total loss in house insurance?

A total loss in house insurance usually means the damage to the home is so severe that rebuilding is the only realistic option. This can happen when the house is:

• destroyed by fire
• badly damaged by flood
• affected by earthquake or another natural disaster
• left beyond practical repair after another insured event

Not every major claim is a total loss. Some homes can still be repaired, even after significant damage. The exact event is less important than the outcome. If the damage is severe enough that the property effectively needs full rebuild or replacement, it may be treated as a total loss.

Is a total loss the same as major damage?

No, not always. Major damage means the home has been seriously affected, but it may still be repairable. A total loss usually means the damage is so severe that full rebuild is needed instead.

This is an important difference, because not every large house insurance claim is treated as a total loss.

Why does sum insured matter in a total loss?

Your sum insured matters most in a total loss because it is the amount that may be available to rebuild your home, depending on the terms of your policy.

That is why your house sum insured should reflect what it would cost to rebuild your home to its current size and standard using today’s building costs.

If your sum insured is too low, it may not reflect the real rebuild cost of your home after a major loss. That is why it helps to calculate your sum insured carefully and review it over time.

Can total loss apply to contents insurance too?

Yes. A total loss can also apply to contents insurance if your belongings are damaged or destroyed to the point they need full replacement.

For example, after a major fire or flood, the claim may reach the full contents sum insured if everything inside the home is lost or badly damaged.

If you are reviewing that side of your cover too, we also have a separate calculator for contents cover.

Does a total loss always mean the insurer pays the full amount?

Not necessarily. How a total loss is handled depends on your policy wording, your policy schedule, and the circumstances of the claim. The exact details can vary between policies and insurers.

That is why it is important to read your policy wording carefully and understand what applies to your cover.

Where can you check how total loss applies to your policy?

Your policy wording explains how your cover works, what limits apply, and how claims are assessed. Your policy schedule shows the details specific to your own policy.

Reading both together will give you the clearest picture of how total loss would be handled under your cover.

Why this matters when reviewing your insurance cover

Understanding total loss is important when reviewing any property insurance cover, whether that is house, landlord, holiday home or any other kind of property insurance. A total loss is the kind of event where your cover may be tested most heavily, so it is worth making sure the amount insured still reflects the real cost to rebuild or replace what is covered.

Final thoughts

A total loss in house insurance is when a home is damaged so badly that it needs to be fully rebuilt rather than repaired. It can also apply to contents when belongings need full replacement after a major insured event.

If you are reviewing your house insurance, it is a good time to check whether your sum insured still reflects the real cost to rebuild your home today.

Related articles

• Does your home have unusual features, renovations, or non-standard materials?
• How to read an insurance policy
• Are there limits to how much I can claim for my contents?
• Factors to consider when using a house insurance calculator

FAQ’s about total loss

What is a total loss in house insurance?

A total loss in house insurance usually means the home has been damaged so badly that it needs to be fully rebuilt rather than repaired.

What is a total loss in contents insurance?

A total loss in contents insurance usually means the belongings have been destroyed or damaged to the point they need full replacement.

Is a total loss the same as a write-off?

Often, yes in general conversation. Both usually refer to damage so severe that repair is no longer practical. Generally, “write-off” is the term used when talking about vehicles.

Why does sum insured matter in a total loss?

Because in a total loss, the cost to rebuild or replace may reach the maximum amount available under your policy.

Where can I check how my policy handles total loss?

You should check your policy wording and policy schedule for the details that apply to your cover.

Does my landlord insurance cover a total loss?

Initio’s Landlord Insurance is designed to cover serious damage to the rental itself, including a total loss, on a replacement basis up to the house sum insured you select for the property, rather than just minor or partial damage.

Written by Hannah Gabbie – Initio’s Head of Support

Hannah has been with initio since 2023 and brings more than a decade of experience in fire and general claims. She joined the business as Claims Team Lead and quickly moved into the role of Head of Claims, reflecting her strong expertise and leadership in the claims space. She is a Senior Associate CIP of ANZIIF and holds a Diploma of Loss Adjusting.

Running a business from home has become increasingly common, but knowing when your home insurance is enough – and when you need to look at commercial insurance – can be tricky. Here’s what you need to know.

Initio’s home products cover your residential home and any domestic outbuildings used for residential purposes, so long as they’re within your home’s residential boundaries.

Unless agreed otherwise, your policy will usually not cover any part of the home or any outbuilding used for business or commercial purposes, other than a home office.

Does house insurance cover your home office?

If you have a room in your home or an outbuilding that you use solely as a home office for clerical purposes then your policy will cover that part of the home. This is especially true if you’re simply using a space for paperwork, meetings, or computer-based work – something that doesn’t involve much physical activity or storage of stock.

If you have home contents insurance insured with initio, your own home contents cover is also extended to include office furniture and office equipment that is used for earning income. The furniture and equipment are covered for up to $10,000 whilst at the home and for up to $1500 whilst temporarily removed within New Zealand.

When you need Commercial Insurance;

For your Home

As soon as your home business goes beyond a simple home office or consultancy work, you’ll likely need a commercial insurance solution or special terms. If you’re storing stock, using specialised equipment, or running a business that involves physical labour (even if it’s within a garage or basement), it’s likely that standard home insurance won’t be enough. When you run any business from your residence (outside of a home office) we recommend getting in touch for specific advice. Depending upon the type and extent of the business, you may require commercial insurance. An example of such, would be a wood-working business run from the garage, whereas an occupation such as beauty therapy being run from one room can potentially be included in your home policy by agreement with the insurer.

For your contents

If you use tools or equipment from home to earn income, such as a builder’s or mechanic’s tools, it’s important to know that they are not covered under your standard home contents insurance policy. Even if you use these items for personal reasons, they require commercial insurance if they’re also used for work.

A common scenario is when tools are stolen from a car or home. You make a claim, but the insurer declines it because the tools are classified as income-earning equipment. Some may assume they can claim under their employer’s commercial policy, which often provides for ’employee tools.’ However, these claims are usually subject to a much higher theft excess, typically $2500.

To avoid this, it’s best to organise your own commercial insurance for tools and contents used for business purposes. Keep in mind, commercial policies come with higher excesses. Typically, these might look like:

• $500 standard excess
• $1,000 burglary excess (forced entry or exit)
• $2,500 theft excess (no forced entry or exit)

By getting the right cover in place, you can avoid surprises if something goes wrong.

Your liability

Our owner-occupied home policy covers your liability for activities you undertake as a homeowner and our landlord policy covers your liability for activities you undertake as a landlord or provider of short term holiday home accommodation . There is no cover provided for any liability arising from other business activities. If you own or run a business from home, you would need to arrange separate liability insurance cover through a commercial insurance provider or broker, which may include a public and products liability policy, and statutory liability policy.

Case-by-case

Ultimately, each business is different, and insurers will assess whether your business falls under home insurance or requires a commercial policy on a case-by-case basis. If you’re unsure, it’s always best to check with your insurance provider to make sure you’re properly covered.

In summary, once your business grows beyond a simple home office, it’s time to consider a commercial insurance solution to protect your assets and operations.

Useful links

• Things we don’t cover at initio
• What kind of insurance does initio cover?
• Help me choose my insurance
• How property use affects your cover

Key takeaways in this article

• A self-contained dwelling must have facilities to cook, sleep, live, wash, and use the toilet.

• These facilities do not have to be in one building, but they must be for the exclusive use of that home.

• Shared facilities usually mean the property is not self-contained.

• Most home or landlord policies cover one self-contained dwelling only.

• If your property has more than one self-contained living area, you may need separate policies.

Is your property considered self-contained?

To be self-contained a premises must contain the facilities necessary for day-to-day living on an indefinite basis. There must be somewhere:

• to cook;
• to sleep;
• to live;
• to wash; and
• to carry out ablutions.

The facilities needed to live in a self-contained manner do not have to be in one building, but must be for the exclusive use of the dwelling.

For example, a property may have an external ablutions building in the grounds. As the whole property has the facilities to enable the people using the house to live in a self-contained manner, and the facilities are not shared with other homes, this property will be self-contained for NHC (Formally EQC) cover purposes. NHC is the Natural Hazards Commission.

How this affects your insurance cover

A typical home or landlord policy is designed to cover one self-contained unit being used as a dwelling either by the owner or a long term tenant (over 90 days).  If you have a second self contained area at the property also used as a home, you may need a second policy, please check out our support page here to assist with determining the correct cover for you.

Related articles:

• Insuring your home with an attached flat
• Can you insure a rental property and attached unit under one policy?
• Can you insure a tiny home with initio?

Can I insure my boat with initio?

No, we do not provide boat and/or marine insurance products.

Can I insure my motorcycle with initio?

No, we do not provide motorcycle insurance.

Can I change my payments from monthly to annual at renewal?

If you wish to change from monthly to annual (yearly), please take out a new annual policy from your initio dashboard and then cancel the original monthly policy.  The system will also automatically arrange a refund for any unused portion of the monthly policy.

If I’m going to rent out one of the rooms in the house I live, do I need to get a landlord insurance policy?

If the boarder/tenant will be sharing facilities with you, such as kitchen and/or bathroom, then you will not need a separate policy.  Our  “Own Home, that’s also rented” will suit that purpose.

If the area they will be living in is self-contained (either attached to or separate from the main dwelling) with it’s own facilities, to the extent that they don’t share rooms/areas with you, then you will need to take out an additional landlord policy for that part of the property.  That policy would be in addition to your Own Home policy for the portion of the home that you occupy.  Together, both policies should make up the total sum insured required over the whole property.

Can I pay for one or some of my policies using a different credit card?

If you are purchasing annual insurance, you can use a different card for each and every purchase.  If you are purchasing monthly insurance, we are only currently able to facilitate one card for any monthly payments under your account.  If you wish to use a different card for a monthly policy, you will need to set up a new initio account using an alternative email address for any policy to be paid via the new card.

How do I login?

If you are a current policy holder already with initio you will have an initio dashboard where you can manage your insurances.  You will have been emailed your login details following your first purchase with initio.   Please login to your initio account here.

Your email is the first login credential required, followed by your password.  If you can’t recall the email you used when you purchased your policy, please contact initio staff.

If you’ve forgotten your password, click the “Forgot my password” option to reset it.  Simply follow the instructions to complete the process.

Please note that logins are only provided upon purchase of a home policy with initio.

Where do I find my renewal invoice to pay?

We don’t send invoices for the upcoming year in the traditional sense, if you are looking for the cost to renew your annual policy for the upcoming year, you can find that information by using the “review & confirm” button on the relevant policy.  More information regarding that can be found here.

Once the renewal has been completed and paid, the paid invoice information is immediately emailed to you and is thereafter available on your initio dashboard for viewing.  All of your historical Invoices/Receipts will remain available via your initio dashboard.

How do I determine the amount of replacement cover to take for my home?  Does the amount of replacement cover includes demolition costs?

Please refer to our support page here for your home  and here for your contents.

Which cover should I choose to insure my rental?

To insure a rental property set up as one self contained dwelling that you lease to tenants on a long term residential lease, please use our Landlord policy.  We also have a multi-unit landlord cover for small blocks of flats or if you own more than one connected rental unit.

If I hire a car, does my vehicle policy insure the hired car?

No, your initio policy does not cover the hire vehicle, we recommend arranging cover with the hire company.

There needs to be an inspection done every three months and in between tenancies to meet our landlord obligations under our landlord insurance policy. This can be done yourself or by the person who manages your tenancy (e.g. property manager). The inspection will need to confirm the interior and exterior condition of the property and you need to keep a record of the results.

These landlord obligations and inspections only need to be met if you are making a tenancy-related claim. These include tenant damage, meth contamination and loss of rent after a tenant is evicted or leaves.

If you don’t fully complete your inspections it won’t void your policy. The cover for non-tenancy claims like floods and sudden water damage are still covered.

Full Landlord Obligations

Can I complete inspections remotely?

At initio, we require an agent or a trusted representative physically present at the property for inspections. This ensures a thorough evaluation of the property’s condition and facilitates real-time reporting, serving as your on-the-ground resource. Advantages of having an in-person representative include:

1. Real-time condition verification and data reporting during the inspection process.
2. Being your dedicated eyes and ears on the ground, diligently checking the property’s condition.
3. Early identification of any potential issues, damages, or repairs that could potentially be missed in a purely remote inspection.

However, we understand there may be special circumstances such as illness or lockdowns where remote inspections become necessary. These should be exceptions rather than the norm. In such cases, a trusted representative or official agent’s physical presence during the inspection is critical to maintain the assessment’s accuracy and comprehensiveness.

Looking ahead, we’re mindful of emerging technologies that could potentially streamline remote inspections. However, as of now, the value of in-person inspections is paramount. Always remember that our advice serves as a guideline, not an inflexible rule. Each property and situation may require a different approach, and decisions should be tailored to your specific circumstances and needs. 

What happens if I can’t inspect my property every three months due to illness?

Initio’s landlord guidance is that you, or someone on your behalf, should carry out an internal and external inspection at least every three months, and also between tenancies. These inspections are an important part of meeting landlord obligations for tenancy-related claims, such as tenant damage, meth contamination, or loss of rent after eviction.

That said, if inspections aren’t completed exactly on time, your policy is not automatically void. Claims that aren’t tenancy-related (like fire, flood, or sudden water damage) remain covered.

For tenancy-related claims, inspections generally need to be done in person by you, a property manager, or another trusted representative. We do recognise that there may be special circumstances, like illness, where remote inspections are the only option. These should be the exception rather than the norm, and having someone physically present is always preferred to keep records accurate.

If you’re in a situation where inspections are difficult, please reach out to our team. We’ll be happy to talk through your options and help make sure you’re covered.

Further information

Please refer to the New Zealand tenancy services site for specific information around property inspections, including;

• your rights
• your tenant’s rights
• a sample inspection form

Get a quote

Related articles

• Property management considerations
• Can I give my property manager access to my initio account?
• Can I complete remote property inspections?

Tiny homes

Tiny homes, as the name suggests, are smaller and more affordable houses, typically less than 15 metres long. They are becoming increasingly popular in New Zealand.

Portable tiny homes

If your tiny home or similar portable house is on a trailer or wheels, we can’t cover it under our initio house insurance policies. If the home can be moved, even if you don’t intend to move it, it is considered closer to a caravan than a permanent dwelling. In this case, we recommend speaking with an insurance provider that offers caravan insurance products.

Permanently situated tiny homes

We can consider cover for a tiny home if it is permanently fixed to the land, connected to local services, and fully self-contained.

It will also need either a Code of Compliance or a Certificate of Acceptance. In simple terms, the home must meet the definition of a compliant residential dwelling to be covered under our policy.

More recently, we can also consider tiny homes that have only received a Code Compliance Certificate at the manufacturer’s site, provided they have since been permanently sited with minimal site works.

Homes under 70 m² that no longer require council consent (as at January 2026)

Under new government regulations, some new homes under 70 m² no longer require building consent. If the home meets all council conditions for this exemption, it can still be considered for cover with initio.

Key conditions include (this list is not exhaustive):

• the home is a single-storey, standalone dwelling
• the net floor area is 70 m² or less
• the design is simple and complies with the Building Code
• the work is carried out or supervised by licensed building professionals
• the local council is notified before construction starts and once it is complete
• the home meets Building Code performance requirements, including structure, fire safety, durability, and moisture control

Not sure if your tiny home qualifies?

If you’re unsure, email us at [email protected] with a few details about the home, or apply online.

When applying, answer “yes” to the question “is there any further information likely to affect the acceptance of the insurance?” and include details about the home, along with any other relevant disclosures.

Get a quote/apply

The main driver’s age and loss history is a major factor in calculating your car insurance premium.

When you get a quote from us we ask about the number of claims you’ve had in the last five years, where you or the owner paid the excess.
Each anniversary, when your policy renews, the initio system checks to see what additional initio claims the Main Driver has had during the year.  The system also checks to see if historical claims have fallen outside of the five year period.

We call this ‘Driver Grade’.  Other providers have a similar system referred to as “No Claims Bonus”.

How does Driver Grade work?

When the policy is first started we take the claims from the main driver’s previous 5 year period.  This number determines the driver grade, and has a bearing on the car insurance premium.

When the policy anniversary comes around we re-calculate the driver grade by checking if some of those historical claims have fallen outside the 5 year period, and checking to see if the main driver has incurred any initio at fault claims during the past year.

The number of ‘at fault’ claims in the previous 5 year period determines the driver grade.

• Had no claims? Your driver grade is zero and you’ll be at our lowest driver grade premium without any loading.
• If you’ve had a claim, the grade increases to one which slightly increases the premium.

Each additional at fault claim increases the driver grade and premium. If you’ve had 3 at fault claims your driver grade is 3, and premium will be significantly higher than a vehicle that has a main driver with no claims.  

We don’t count at fault accidents that are more than five years ago.  A crash 10 years ago won’t affect the premium you pay today.  We also don’t count claims where the main driver was not at fault.  But know that the main driver can still be considered ‘at fault’ even if it wasn’t directly their fault (e.g the vehicle was vandalised).

What if I wasn’t at fault, but I paid an excess?

When starting cover with us we ask you to disclose claims where you paid the excess.  This is the best way to determine what claims are not recoverable by your insurer (ie where another party cannot be made responsible).

We realise that you could have a claim go towards your driver grade that wasn’t really your fault (like your car being vandalised), but this is still considered at fault as we (or your insurer at the time) is not able to hold another party responsible for the damage.

Think of it as a user-pays system where those that claim more (with no ability to hold someone else responsible for the cost) pay a bit more into the claims pot.

Related Articles:

• Initio’s vehicle claim basics
• Am I still insured if I crash without a warrant?
• How do I buy my first vehicle policy with initio?
• How does claims grade and knock-for-knock work?

The Government recently commissioned Sir Peter Gluckman to prepare a report on meth. The report identified that in other countries meth investigations focused on identifying meth labs, and that the New Zealand approach is to hold meth labs and meth smoking to the same standard.

This has caused a lot of unnecessary cost to landlords and their insurers. Gluckman recommends that the standard measure of of 1.5 μg/100 cm2 should be increased tenfold. Yet, months after Gluckman’s findings the recommendations have not been universally adopted by Government agencies and insurers.

Gluckman Report Summary – The two types of Meth Contamination

1. Making meth

The report outlined how passive, third-hand exposure to methamphetamine can arise through residing in a dwelling previously used as a clandestine meth lab. There’s evidence for adverse physiological and behavioural symptoms associated with third-hand exposure to former meth labs, but these are normally tied to the use of other toxic chemicals in the environment during the manufacturing process, rather than to the meth itself.

2. Using meth

Gluckman also found there is currently no evidence (in either humans or animals) that third-hand exposure to methamphetamine smoking residues on household surfaces can cause negative health effects.

The bottom line

The report concludes that:

• Levels below 15 μg/100 cm2 isn’t likely to negatively effect people.
• Cleaning properties according to the existing standard is needed only for former meth labs and properties.

Who has adapted the recommendation?

• Housing New Zealand immediately raised its trigger with the report’s recommendations and said they would only test when heavy use was suspected. Having spent over $100m on trying to clean meth houses, it’s great that HNZ took action quickly.
• Real Estate Authority (REA) issued new disclosure guidelines for agents in the wake of Gluckman’s bombshell report. Real estate agents now only have to tell potential buyers if a property has a reading over 15 μg.
• The Tenancy Tribunal – at the 2018 NZPIF annual conference the tenancy tribunal’s principal tenancy adjudicator Melissa Poole confirmed orders for contamination lodged after the Gluckman report will follow the 15μg level.

Who hasn’t adopted Gluckman’s recommendation?

• MOH (Ministry of Health) still uses the June 2017 standard of 1.5 μg.

Insurance companies typically still define the meth contamination level “as the relevant guideline for indoor surface contamination, as set out in the most recent version of the New Zealand Standard NZS 8510”.

How does this affect my landlord insurance?

Until there is a change to the New Zealand Standard, there will be limited change to the handling of meth for landlord insurance providers.

Until the government changes the standard, contamination over the 1.5 μg will trigger a claim under most policies.

Initio’s landlord policy continues to pay low level meth contamination claims under 15 μg which unfortunately continues to put pressure on insurance premiums.

Tips to lowering your meth risk 

• Meth test new homes before you go unconditional. Despite the REA adopting 15, any home testing over 1.5 is untenanted.
• Obtain reference checks for all adult tenants.
• Regular documented inspections.
• Advise your tenant that you will be undertaking meth testing.

Protect your rental with initio’s landlord insurance

Get a quote in seconds

Related articles:

Is my rental property covered for meth?
What to do after a positive meth test
How do meth claims work?

Buying a home or property is a large part of the classic Kiwi lifestyle, and it tends to be the biggest investment most Kiwis will make in their lifetimes. When it comes to arranging house or landlord insurance, New Zealander’s want peace of mind for their asset – and so some property owners will seek advice from their insurer. However, others don’t – and those investors remain unaware of these avoidable insurance pitfalls. We’ve put together a list of the top five mistakes people make when purchasing house insurance, so you can avoid making them too.

1. Saving money on your premium by reducing the sum insured

On face value, it seems to make sense: reduce the sum insured to pay less premium. You could justify this by calculating the odds of having a total loss are slim… but therein lies the issue: what if you do have a total loss? Would you be able to rebuild the house (and its site improvements, such as driveways and fences) if the insurance proceeds were less than you needed? House insurance is about getting you back on track – replacing like for like, and ultimately, saving you from financial ruin by properly protecting your home and investment. When calculating your sum insured, you need to know you’ll be covered in a worst case scenario. If you are wanting to save on premium, insure the house for its correct replacement value and consider a high excess; which means you’ll still be covered for the big stuff while also saving money on your premium.

2. Not knowing the replacement value of the property

Some property owners assume that insurers know how much it will cost to replace their home. The reality is that while an insurer might provide a guide they don’t actually know your house like you do. Insurers and brokers are not valuers or quantity surveyors and they are not materials cost specialists. When you get an instant quote from initio, the sum insured is based on a standardised per square meter rebuild cost, but it’s important to know that all houses are different as some will cost a lot more than this, and in those cases the sum insured should be increased. It is also important that the property owner or landlord takes account of improvements such as driveways, fences, and pools when calculating the replacement value.

initio guides you to tools, such as online sum insured calculators, to assist property owners with calculating their rebuild value. If you’re still unsure, or you want to be precise consider engaging a quantity surveyor such as Construction Cost Consultants.

Replacement Value Calculator

3. Not choosing the right excess

A large number of property owners are happy to avoid the claims process by not claiming for smaller losses, and just repairing or replacing low-value losses themselves. If this is you and you have a low excess (of say, $400), we recommend increasing this to $1,000, or even $2,000 to save money on your house insurance premium.

If you wouldn’t bother claiming for anything less than $1,000, why would you waste your money insuring it?

On the flip side, if you wouldn’t be comfortable contributing the first $2,000 each time you claim, then a lower excess will be best for you. It’s certainly personal preference but we encourage property owners to think about their own financial risk tolerance when purchasing house insurance. Remember that under initio’s landlord insurance policy the tenant is only responsible for covering the excess on careless damage claims, so don’t assume they will be paying the excess every time there is damage at your rental property.

Ask yourself; “How much of a dent to my cash flow am I able to cover myself?”  This amount is what your excess should be.

4. Choosing the cheapest (or most expensive) policy

Cheap doesn’t necessarily mean good. To ensure your home insurance  adequately protects your most valuable asset, you need to make sure that you have the right cover. If for example, where the property is tenanted, an own homeowner’s insurance policy won’t cover you for damage caused by tenants. By the same token, the most expensive policy isn’t necessarily the best either. You could be paying extra for a brand name, its marketing budget, or bells and whistles that are simply not relevant to your to situation and requirements (such as ‘hole in one’ compensation…), or you could be unknowingly paying a middleman to just clip the ticket.

It is recommended that you take the time to understand what you are getting for your money. A good place to start is your insurance policy wording. initio has recently launched a policy comparison tool on our homepage to makes things a little easier for the customer when deciding on their house insurance.

5. Thinking that house insurance should cover everything

There are some losses not covered by a house insurance policy. Some of these are un-insurable, like leaky house syndrome and acts of terrorism. Other risks might require an additional policy, such as a contract works policy if you are doing renovation work (removing the roof or exterior cladding for example). Gradual things like wear and tear are not covered either; an insurable loss needs to be caused by a sudden and accidental event; insurance is not designed to pay out every time the property needs maintenance work done or a tenant leaves the house messy and worn. These things are just part of the risk parcel of being a homeowner or landlord. Consider that if your policy covered every possible loss, the annual premium would be tens of thousands of dollars.

Remember, your insurance policy needs to work for your own peace of mind, so make sure you consider what risks you want covered, and what risks you are comfortable absorbing – keep the above tips in mind when making this decision.

Useful articles

• Five fundamentals of house insurance
• Busting house insurance myths

Your contents cover depends on the type of insurance you have with initio. Some policies include it automatically, while others give you the option to add it. If you’re unsure about your current cover, you can check your initio dashboard.

Own home insurance (owner-occupied home)

You can add contents cover anytime. The minimum sum insured is $60,000, but you can choose a higher limit—up to $350,000.

Landlord insurance (rental property)

Your policy automatically includes contents cover for landlord chattels (items left at the home for tenants to use). This provides up to $20,000 of cover, which is a standard part of our landlord policy and cannot be removed. However, you can increase the cover anytime, up to $60,000.

Holiday home insurance (including homes sometimes let out)

Contents cover is included for items usually kept at the holiday home – like furniture, TVs, and general homeware – up to $20,000. This is a standard part of the policy and cannot be removed, but you can increase the cover anytime, up to $220,000.

Note: Personal items you take with you – such as phones, cameras, and handbags – aren’t covered under your holiday home policy. Instead, these are covered under your contents insurance policy for your usual residence.

Making changes to your contents cover

You can adjust your contents cover anytime through your initio dashboard using the “Change” option.

Get a quote

Looking for more information?

What contents items do I need to specify?
What contents are covered for market value?
How do I add contents insurance to my policy?
Contents calculator
Is my lawnmower covered under my contents insurance policy?