As winter approaches in New Zealand, ensuring your home is ready to handle the colder months is crucial.

Not only can a well-prepared home offer more comfort, but it can also help you avoid common winter hazards, reduce your energy bills, and prevent potential damage. Here’s a practical checklist for homeowners to get their homes winter-ready.

1. Maximising home insulation and warmth

Enhancing your home’s insulation is key to staying warm and efficient during winter. Here are crucial updates to consider:

• Quality curtains: Choose thermal or lined curtains to significantly reduce heat loss through windows, a common escape point for warmth.
• Flooring insulation: Add rugs or carpets over hardwood or tile floors for extra warmth. Consider investing in underfloor insulation for long-term benefits.
• Roof insulation: Ensure your roof insulation is sufficient and in good condition to prevent heat from escaping upwards, thereby maintaining a warmer home environment.
• Draft excluders and door stops: Use draft excluders or door stops to seal gaps under doors, particularly external doors or those leading to infrequently used rooms.
• Keeping doors closed: Keep doors shut to unused rooms to help contain heat in occupied areas, making heating more efficient.
• Additional sealing and weatherstripping: Seal any cracks or gaps around windows and doors with weatherstripping or caulking to further prevent heat loss.

2. Fireplace safety

If you have a fireplace, ensuring it is safe and ready for use is essential:

• Chimney cleaning & inspections: Have your chimney inspected and cleaned to prevent chimney fires and carbon monoxide buildup.
• Keep your wood dry: Store wood in a dry, covered area to avoid moisture, which can lead to more smoke and less efficient burning.
• Use a wood moisture meter: To ensure your firewood burns efficiently and safely, use a wood moisture meter. Firewood should ideally have a moisture content of less than 20%. Properly prepared wood reduces the risk of chimney fires, thereby preventing potential damage and insurance claims.

3. Smoke alarms and CO2 monitors

Smoke alarms and carbon monoxide detectors are vital year-round, but especially during winter when the use of fireplaces and heaters increases:

• Test and replace batteries in all smoke alarms and carbon monoxide detectors.
• Install carbon monoxide detectors near any fuel-burning appliances.

Ensure that there’s at least one smoke alarm on each level of your home, including the basement and near sleeping areas. Regularly testing and maintaining these devices can be a lifesaver, preventing catastrophic events and the associated costs and claims from fire or gas-related incidents.

4. Managing slippery decks and concrete

Slippery decks and walkways can be a hazard as frost and moisture accumulate. Here are some tips to prevent slips and falls:

• Apply anti-slip coatings to decks.
• Use sand or salt to improve traction on concrete paths and steps.
• Regularly clear away leaves and debris, which can become slippery when wet.

These measures not only ensure safety but also help prevent accidental damage to the property, reducing the need for repairs.

5. Maintain a healthy indoor temperature

Keeping your home at a healthy temperature during winter is essential for comfort and health. The World Health Organization recommends a minimum of 18°C in living areas, with higher temperatures advisable for homes with elderly residents, children, or anyone with health issues. Consider the following to maintain a healthy indoor temperature:

• Use timers on heaters to warm the house before you get up or before you return home.
• Seal gaps and drafts in windows and doors to keep warm air inside.
• Consider using a programmable thermostat for better temperature control.

Maintaining a proper temperature helps prevent issues like burst pipes and the structural damage caused by freezing and thawing, which are common winter insurance claims.

Additional tips

• Inspect your roof: Check for any damages or leaks and repair them to prevent water damage.
• Gutter cleaning: Clear your gutters and downspouts to ensure water can freely flow away from your home, preventing icicles and ice dams.
• Prepare an emergency kit: Winter storms can come unexpectedly. Have an emergency kit with essentials like flashlights, batteries, water, and non-perishable food.

These proactive steps not only make your winter more comfortable but also protect your home from potential damage, reducing the likelihood of having to file an insurance claim.

Useful links

• Minimising fire risks all year round
• Is my house insured for fire?
• Is the cause of damage covered?

Each year initio sees a significant rise in claims during the winter months. Traditionally winter is time of the year when we see the most storms, flooding and water damage. Winter is also when we spend the most time indoors. Not surprisingly most residential house fires occur during winter.

Kitchen fires make up about a quarter of all house fires – they commonly start from unattended cooking and can quickly spread. Use our handy checklist to improve the safety of your tenants and rental house from storm damage and house fires this winter.

• Clean the guttering and keep it clear of debris.
• Ensure any outside structures, such as trampolines and children’s play structures are secured to prevent them flying into your house during a storm.
• Keep trees trimmed and remove any overhanging branches. This will help to keep the gutters clear and prevent branches breaking off and damaging your home.
• Check window joinery and replace or repair any loose latches.
• Check the roofing, and arrange for loose tiles or iron to be secured
• Clean chimney flues annually and make sure heat pumps are serviced and cleaned regularly to prevent fires and ensure heating sources are operating efficiently.
• Consider installing safe and efficient heating sources. Tenants may even be happy to pay more rent in exchange for a heat pump.
• Consider removing curtains from kitchen windows as these provide an excellent fuel source for fire.
• Insist that tenants use camping type gas cookers outside only. When used indoors, these are both a fire hazard and health risk.
• Test smoke alarms at each property inspection. If tenants are removing the batteries considering replacing with a newer model that has a 10 year sealed battery.
• To reduce the risk of electrical fires, check power points for overloading. Where necessary consider installing additional power points. Faulty power boards are a common cause of fire.
• If your house has downlights installed prior to 2012, check that the ceiling insulation has the correct spacing around the lights to prevent overheating and fire.

While having good landlord insurance is an essential ‘safety net’, it is always best to be proactive in protecting your investment. Be sure to implement this checklist so that you can look forward to a trouble free winter.

A landmark Court of Appeal ruling means landlords are now unable to recover the cost of any damage accidentally caused by tenants

AMI Insurance had been attempting to recover a $216,413.28 repair bill since March 2009, after a house it had insured was gutted by fire when a pot of oil was left unattended on high heat.  Initially AMI applied to the High Court, but the tenants Kenji & Tieko Osaki argued successfully that the case should be heard by the Tenancy Tribunal.

When the Tenancy Tribunal ruled for AMI, the case went back to the District Court which reversed the decision, saying that the Property Law Act 2007 applied in this case and that the Osaki’s were not liable.  Consequently, the High Court (in August 2014), and yesterday the Court of Appeal upheld this finding.

Under the Property Law Act, commercial tenants have immunity if there is inadvertent damage, and in this case the court ruled that this immunity applied to residential tenants as well.

The decision leans toward a “consumer protection” angle, in that:

• The court’s approach was to evaluate the “source of money” used to pay the premiums, reasoning that the insurance premiums form part of the market rent.
• The court also noted the imbalance of negotiation between an ordinary tenant (without a solicitor to advise) and a commercial lease where both parties will have legal advice.

Comment

Does this create a precedent? 

It may do, but it is difficult to say without knowing if the judgement will be appealed or seeing any more similar cases before the courts.

Will insurance premiums for Landlords increase?

Probably, but not by a lot.  Firstly, it is hard to say how many of these claims are concluded with the insurer recovering from the tenant, as usually the insurer only attempts recovery where the tenant was negligent, reckless or malicious in some way.

How will this impact the cover I have for my property?

The decision means that the excesses and any underinsurance will not be recoverable from the tenant, so it’s a good reminder to check that your sum insured is sufficient for your properties.

Note also that as the Initio is effectively insuring the tenant, the tenant is unknown, and the general market may require more information on the tenants before providing cover, or require a more robust tenant vetting process.

We understand that most landlords who have taken the steps to insure their property will have good practices in place, but another reminder to take care when selecting tenants.

As a Landlord how should I respond?

It is interesting that the Court of Appeal noted that insurance premiums form part of market rent.  The obvious conclusion is that the tenant should pay the increased premium (and bear in mind that the tenant’s insurance premiums will reduce as they have no need to cover their liability to the landlord).

Alternatively, the commercial model could be applied, whereby the tenant pays the premium in addition to the rent as a condition of the lease.  This approach is yet to be tested in the courts.

Will be there be an appeal?

AMI responded to the media: “At this moment we are still considering the significance of the outcome, most importantly for our customers, and are establishing a working group to look at the consequences.

While we must accept the Court’s decision we find this difficult to reconcile with the powers in the residential Tenancies Act for the Tribunal to order a tenant to pay a landlord money by way of damages or compensation for any breach of the tenancy agreement.

This is now a matter for parliament to address, and we are also considering how we can raise the matter into that arena.”

This article includes some of our opinion based on technical experience in the insurance market, we recommend you seek formal legal advice if you are seeking advice on how this impacts your specific situation and risk. 

Yet again initio.co.nz has featured in the New Zealand Property Investor Magazine.   The magazine produces an annual rental property insurance comparison.  A table in the magazine compares providers of rental property insurance; among other things comparison is made against

1.  Landlord insurance extensions such as malicious damage, loss or rents, landlords contents.

2.  The insurer and its related financial strength

3.  Price (ie premium)

In the main initio.co.nz ranked favourably on all levels of cover.  The initio policy extensions provide our clients with robust landlord insurance cover, some of the best in NZ.  We encourage you to have a look at the magazine for yourself article for yourself in the August 2013 edition of the New Zealand Property Investor.

for the Second year in a row, as well as providing extensive cover, the NZ property investor magazine verified that that initio.co.nz premiums are the most competitive Rental Property Insurance premiums in New Zealand (at time of publishing).

We have ALWAYS said that buying online benefits our customers.  Its paperless, its paid for online, and its efficient …. which means our customers benefit with insurance premium savings.

Landlord insurance for your rental property online with initio.co.nz

Effective July 1, 2024, the Earthquake Commission (EQC) transitioned to the Natural Hazards Commission, also known as NHC Toka Tū Ake, under the new governing legislation, the Natural Hazards Insurance Act 2023. This Act replaces the Earthquake Commission Act 1993.

What does this mean for homeowners?  If you’re paying your natural hazards cover levy it will ensure any new claims for natural hazards damage that occurred on or after 1 July 2024 will be managed under this new Act. Everything will remain the same when the time comes to make a claim. Below is a summary of the key changes taking place from July 1st.

Continuity of role and responsibilities

Despite the name change, the organisation’s role remains unchanged: to support New Zealand in preparing for and recovering from a variety of natural hazards. These hazards include earthquakes, tsunamis, landslips, volcanic activity, hydrothermal activity, as well as storms and floods. New Zealand is one of the only countries in the world with access to residential land insurance, provided by the Natural Hazards Commission. This cover, called NHCover, is generally a contribution to repairs, and you can’t buy extra land cover through your insurance provider.

The NHI Levy gives you access to NHCover

Anyone with a valid private insurance policy that includes fire coverage pays the NHI levy through their private insurance premium. This levy grants access to NHCover, which provides the first layer of protection for your home and certain areas of land under and around it.

Making a natural hazards claim from July 1, 2024

What does this mean for making a claim? The new Act will apply to claims for natural hazard damage to residential properties occurring on or after July 1, 2024. Any damage occurring before this date will be covered under the Earthquake Commission Act 1993.

Claims handling process

How will claims be handled?  NHC Toka Tū Ake will continue to delegate the handling of NHCover claims to private insurance providers, so that you have a single point of contact. For initio customers, this means that your NHCover claims will be handled by our underwriter, IAG New Zealand Limited.  You will still lodge your claim to initio online and we will still be your point of contact for your NHCover claim unless you choose to engage with IAG New Zealand directly.

If you need to make a claim or have questions about your cover, please contact us.

Useful links

• What you need to know about the natural hazards insurance act (external link)
• Get to know your natural hazards cover (external link)
• Am I covered for natural disasters?
• What is Natural Hazards Commission (NHC) cover?

Winter Checklist 2023

As the winter months approach, it’s important to be prepared for the potential risks that come with the season. At initio, we’ve observed a significant increase in claims during winter, mainly due to storms, flooding, water damage, and residential fires. With this in mind, we’ve compiled a comprehensive checklist to help you enhance the safety of your rental property and protect your tenants this winter:

Clear and Maintain the Guttering:

Regularly clean and clear the gutters of debris to ensure proper drainage. This preventive measure helps minimise the risk of water damage caused by overflowing gutters during heavy rainfall.

Secure Outside Structures:

Ensure that any external structures, such as trampolines and children’s play equipment, are securely fastened to prevent them from being dislodged and causing damage during storms.

Trim Trees and Remove Overhanging Branches:

Trim tree branches that hang over your property and keep them well-maintained. This practice not only helps keep the gutters clear but also reduces the risk of branches breaking off and causing damage to your home during strong winds.

Check and Repair Window Joinery:

Inspect window joinery and promptly repair or replace any loose latches. This ensures that windows can be securely closed, preventing drafts and maintaining a warm interior during the colder months.

Assess and Secure the Roofing:

Regularly inspect the roof for loose tiles or iron sheets, and promptly arrange for their repair or replacement. This preventive action helps safeguard your property against water leaks and structural damage.

Clean Chimney Flues and Service Heat Pumps:

Annually clean chimney flues and ensure that heat pumps are serviced and cleaned regularly. This proactive maintenance prevents the risk of fires and ensures that heating sources operate efficiently, providing a safe and comfortable environment for your tenants.

Consider Installing Safe and Efficient Heating Sources:

Explore the possibility of installing safe and energy-efficient heating sources, such as heat pumps. Tenants may be willing to pay a higher rent in exchange for the added comfort and reduced utility costs.

Remove Curtains from Kitchen Windows:

Consider removing curtains from kitchen windows as they can serve as a potential fuel source for fires. Opting for blinds or window treatments made from fire-resistant materials can be a safer alternative.

Promote safe cooking practices: 

Insist that tenants use camping-type gas cookers outdoors only. Indoor use of such cookers poses both a fire hazard and a health risk.

Test Smoke Alarms Regularly:

Regularly test smoke alarms during property inspections. If tenants are prone to removing batteries, consider replacing them with newer models that have sealed 10-year batteries, minimising the chances of non-functioning smoke alarms.

Check Power Points for Overloading:

Inspect power points for overloading, as faulty power boards are a common cause of fires. Install additional power points where necessary to distribute electrical loads evenly and reduce the risk of electrical fires.

Verify Ceiling Insulation around Downlights:

For properties with downlights installed prior to 2012, check that the ceiling insulation has the appropriate spacing around the lights. This step helps prevent overheating and potential fire hazards.

As you can see in the below graphs, Autumn is when we experience the most Flooding & Rain claims compared to other seasons. It’s also the second highest month for Storm & Wind related claims. So, it’s the perfect time of year to go through the checklist mentioned above to make sure you and your property stay safe.

While having comprehensive landlord insurance acts as a ‘safety net’, it is always best to be proactive in protecting your investment. By implementing this checklist, you can ensure a trouble-free winter for both your property and tenants. Stay ahead of the risks and enjoy the peace of mind that comes with a well-prepared and secure home.

As a landlord, you work hard to provide safe and comfortable homes for your tenants. But were you aware that a significant portion of rental-related claims stem from criminal activity?

In 2023, 14% of the claims we processed at initio were related to criminal actions, such as malicious damage, methamphetamine contamination, and burglary. These incidents not only cause stress and financial strain but also unexpected expenses for landlords.

Burglary and theft

As a part of the criminal activity, 30% were related to burglary and theft. This can be a common issue, especially when a rental property is occasionally vacant, making it an easier target due to the absence of people within the home. 

Your property being empty for over 60 consecutive days will change your policy terms, and a higher excess of $5,000 will apply if you need to make a claim. You can reduce this excess to $1,000 with an audible alarm system that’s professionally installed. This helps especially if there’s damage because someone tried to break into your home. If you’re expecting your property to be vacant for reasonably long periods – beyond 60 days, get in touch with us.

Just over 41% of burglary-related claims we received last year were related to theft of copper piping, plumbing, or hot water cylinders! 

Not only does this result in stress for landlords to replace these items, it also results in a hefty bill to cover, as well as a potential loss of rent. The average cost for the accepted claim, relating to repairs for our clients last year was just over $8,000.

Our policy offers an automatic benefit for malicious damage, or theft by tenants. 41% of rental-related claims were paid out through our automatic benefit.  You can enhance property security with locks and lighting to deter burglars. Consider installing surveillance cameras or alarm systems and maintaining your property adequately. This will help it look lived in as well as deterring unwanted activity. 

Malicious damage

Of all the rental-related claims we received throughout 2023, 24% were related to malicious damage. Such damage can occur throughout a tenancy, but we saw 31% of these claims stemming from eviction.  In this stressful scenario, landlords face the dual challenge of evicting a tenant as well as addressing significant property damage. These types of claims result in an average claim cost of just over $9,000 – an expensive, and unexpected type of bill! 

Fortunately, our landlord cover offers an automatic benefit of $25,000 per event, for claims resulting from malicious damage caused by tenants. Make sure you conduct thorough tenant screenings through reference checks, credit checks and tenancy tribunal history. Also, establish clear lease agreements to minimise risks of eviction-related damage.

In the event that a key is lost or stolen, you can take action and replace it, and Initio’s policy has a benefit designed exactly for this! This will help minimise the risk of someone returning while it might be vacant. With our landlord policy, we offer an excess-free keys and locks benefit – where we cover up to $1,000 for the replacement of keys and locks.

Methamphetamine contamination

While not common, this is a costly issue. Across all the criminal activity-related claims that occurred in rental properties in 2023, just over 11% of these claims were related to methamphetamine contamination. While this represents a small percentage, it is the most costly and widespread type of incident to affect your rental property, with an average cost of just over $20,000. Since your property cannot be tenanted when this sort of situation occurs, you as a landlord, will also suffer from loss of rent, another cost that heavily affects you. 

Initio’s landlord cover includes an automatic benefit of $30,000 for methamphetamine contamination which will cover the testing, and cleaning costs in the event of a contamination taking place. We also offer an automatic benefit of $20,000 for loss of rent, which can be increased. We are prepared to cover you for this criminal activity as we understand the costs – and time it can take until your property is thoroughly cleaned.

Regular property inspections can help detect early signs of drug-related activity. Also performing reference checks, as well as tenancy tribunal history will help determine in the early stages if they will be good tenants. 

Arson

While we only saw one claim relating to arson last year, it can also be the most expensive rental crime-related claim we pay for. This is because a house fire causes extensive damage, which can affect the overall structure of your property. To mitigate this risk, install smoke detectors and fire extinguishers. You could also provide a fire blanket, an invaluable tool for smothering fires. It’s a good idea to have fire safety equipment easily accessible, offering tenants a quick solution to douse flames before they spread.

Check your sum insured

In tough times, lowering your sum-insured to reduce your premium might seem appealing. However, this could lead to ‘under-insurance,’ a risky strategy that could backfire if significant damage occurs. Insurance is there to put you back in the position you were in before any mishaps, and cutting corners on your sum-insured might leave you short when you need support the most. We have seen the occasional customer not having their property fully insured for the right amount. This creates large amounts of stress, so we always recommend reviewing your sum-insured yearly, at the renewal of your insurance policy. 

Initio, your partner in landlord insurance

Initio is dedicated to helping New Zealand landlords safeguard their rental properties against unforeseen events. By understanding the potential criminal activities, or accidents, that can impact your investment, you can take proactive steps to protect it. With our comprehensive landlord cover, you can enjoy peace of mind knowing that your property, and your financial well-being, are protected.

Let initio be your partner in navigating the challenges of rental property management. Our goal is to provide the protection and support you need to ensure your rental homes remain safe, secure, and profitable.

FOR MORE INFORMATION

• IAG article about sum insured
• Canstar article about building costs in New Zealand

ARTICLES OF INTEREST:

• Calculate your sum insured
• What are my obligations as a landlord?
• Is my house insured for fire?
• Minimising fire risks in rentals year-round
• Can I hold my tenant responsible for damage?
• Is my rental property covered for meth?

The statistics presented in this article are based on a comprehensive analysis of claims data from initio for the calendar year of 2023, spanning our entire rental claims portfolio. Please note that all figures are approximate and have been calculated to provide a representative view of the claim trends during this period.

My first three months at initio

Change is as good as a holiday they say, so after nearly a decade at my previous company, I made the leap, dusted off my CV, stumbled my way through the interviews and signed the contract with initio. But now I had to actually meet new people – ugh.  And then there were the considerations around what to wear. Nothing screams that you’re a giant dork like being the only person wearing corporate attire when everyone else is in trendy sneakers & tee’s. The first morning of my new job, after a restless night worrying about everything and nothing probably ranked a solid eight on my anxiety scale. About the same as when I’m not sure whether someone is going for a handshake, high-five, hug, or kiss on the cheek, and I guess wrong.  But the good news is that I’ve gotten through the first three months here at initio and I’ve now been here long enough to gather my thoughts about what it’s like to work here and the way it operates. So here are my first impressions;

They have some incredibly smart people working here. 

When I say smart, I mean IT smart, which means they’re right at the top of the intelligence pyramid and they keep using words I don’t understand.  This is because one of initio’s strengths is digital technology, so we have a very switched-on ‘dev’ (developer) team. They are responsible for keeping our frictionless digital insurance platform in tip-top shape by performing constant updates as well as upgrades.  This has meant that I’ve learned I didn’t know quite as much as I thought I did when it comes to the IT realm. To quote a classic movie; ‘You keep using that word. I do not think it means what you think it means’. Yes, that actually happened to me. That experience also ranked pretty highly on my anxiety scale. 

Additionally to our talented IT team, our claims and support departments also have smart and savvy team members. Their skills, knowledge and all-around commitment to providing the best service out there are second to none. In fact, I’m surrounded by awesome people who have accepted me into their fold and made me feel right at home.

Positive vibes in spades

I can honestly say that I’ve never worked for a company that’s more committed to creating a healthy company from the inside out. By this, I mean that staff are provided with an incredibly generous and supportive environment which then means that as an employee, we are more willing to go the extra distance for initio. This positive internal culture is nurtured by weekly yoga, a strong social game and rewarding our staff when initio achieves various goals we set for ourselves. This is all great news for our customers who then talk to happy, helpful initio team members.

We’re focused on why we do business

I’ve heard repeatedly since I started working here that initio wants to turn what people think about insurance on its head. Some of the giants in the insurance industry can make their customers jump through hoops when it comes time to pay claims. Initio believes that we should be able to pay (uncomplicated) claims out just as quickly as we get paid for the premium.  We’re proud of the fact that we’ve been able to deliver on this for a few simple claims already.

Don’t be suspicious of their affordable pricing.

Talking to my friends and family about my new job would usually lead to us jumping on initio’s website to generate a quick house insurance quote (… which because of those uber-smart people I mentioned, only takes about 5 seconds).  They would always ask me ‘why is it cheaper?’ and I initially didn’t actually have a good answer. I’ve since learned that initio is on a mission to offer affordable insurance but with the essential bells and whistles homeowners need. In a nutshell, they save costs by keeping everything online. Customer policies, invoices and all communications are all managed online via the client dash. This in turn means no humans quadruple handling things, not to mention unnecessary printing or postage costs.  These efficiency savings are passed on to their customers through their affordable pricing structure.  

So there you have it, my first few months in a nutshell. All of the above points are just my humble opinion of course, but I can honestly say that my friends have asked me ‘are you glad you changed jobs?’ and my answer has been an emphatic ‘Yep, so much happier!’.

By Megan Fisher,  initio Marketing Manager

As 2025 comes to a close, we want to take a moment to reflect on some of the ways we’ve helped our customers this year. It’s been a year of quick claims and responsive support at initio – all driven by our core values of customer satisfaction, speed, and making insurance easy. From fast claim resolutions to lightning-quick answers on our support lines, 2025 showed what our team and technology can do to take care of you when it matters most.

Ways we’ve helped our customers with their claims

When it comes to insurance claims, we know you want a swift, clear outcome. In 2025, our claims team made sure “waiting around” was rarely part of the experience. Many claims were sorted out within just a day of being lodged – yes, some were literally resolved overnight. A large number of others were wrapped up within the first week. Nearly half of all claims were resolved within 30 days, with many settled much sooner. Our approach is all about fast assessments and clear communication, so you’re never left hanging.

Speed doesn’t mean we cut corners, even on the tough cases. Big or small, every claim got the same careful attention. We handled hundreds of claims even during the busiest periods (think wild weather weeks and the holiday rush) without breaking stride. And while most claims were everyday-sized or moderate, we also helped customers through some major events – including a few very large claims like house fires and water damage. Those high-value claims were supported just as promptly and compassionately as a cracked window or a burst pipe. Whether it was a minor accident or a serious loss, we followed the same straightforward process and kept our customers informed at each step.

Several clear patterns stood out in our 2025 claims data.

Vehicle glass claims (like damaged windscreens) made up about 12% of all claims. These are the everyday mishaps many drivers run into, and they are usually simple to assess and settle quickly.

Water damage was another common claim type, at around 10% of total claims. While it was not the biggest category by volume, it had a much bigger impact on cost, making up roughly 27% of total payouts. Problems like hidden leaks and burst pipes can get worse fast, so acting early really helps.

At the more serious end, accidental fire claims were uncommon, at about 1% of claims in 2025. But when they happened, they were often significant, accounting for around 12% of total claim costs. It’s a strong reminder that the right cover, plus a responsive claims team, matters most when something major goes wrong.

We also saw how external events can cause short, sharp spikes in claims. 29 April was our busiest claims day of the year, lining up with a bout of severe weather that brought heavy rain and strong winds to parts of the country. As you’d expect, that drove an increase in weather-related claims, with customers reaching out for support when it mattered most.

This year, we saw claims for just about everything under the sun (and rain). The most common claims by number were the ones you might expect – accidental damage around the home, car-related mishaps, and weather events. Life happens, and sometimes that means a stray cricket ball through a window, a parking-lot fender bender, or a blustery storm knocking over a fence. These everyday issues kept us busy, but that’s exactly what we’re here for.

Support when you need it

Our commitment to speedy, helpful service wasn’t just on the claims side. The initio customer support team had a standout year in 2025 as well, making it easier than ever for you to get the answers or help you need. We handled over 22,000 customer enquiries throughout the year – and we did so with an emphasis on being both quick and effective. In fact, most customer questions or issues were resolved within about an hour. A huge portion (over 90%) were solved in a single interaction, meaning one call or message was all it took to sort things out. No endless email chains, no multiple phone transfers – just one conversation and you’re sorted. “No follow-ups needed” became a bit of an unofficial motto for us this year, and we’re proud of that.

We also made sure you could reach us in whatever way suits you best. The majority of our customers chose to contact us online – whether by email, live chat, or through their initio dashboard – and they got the same friendly, professional care as if they’d called us on the phone. Of course, whenever a phone call was preferred or needed, we were right there too. Real people, real help, every time. We know sometimes you just want to hear a reassuring voice on the other end of the line, and our phone support team was ready whenever those moments came.

Chatbot Chad played a big part in that easy, quick support experience too. In 2025, Chad handled nearly 3,000 conversations and sent over 7,000 messages, helping customers get answers fast when it suited them. Chad achieved a 95% answer rate, and the vast majority of customers rated their experience with Chad highly, showing that self-serve support can still feel genuinely helpful and human.

Despite handling thousands of enquiries, we didn’t let quality slip during busy seasons. Even in our peak months, response times stayed consistently quick and our service stayed personal. We like to say we’re “built for busy days” – and in 2025, we proved it, delivering the same care and speed no matter how high the volumes got.

Looking back at these highlights, what makes us happiest is knowing each number represents a customer who got the help they needed and could move forward with peace of mind. Thank you for trusting us with your insurance in 2025 – we’re truly honored to have helped you through everything from everyday hiccups to life’s big storms. We’re excited to keep that momentum going into 2026, with even more improvements on the way to make things faster, easier, and smarter for you. From everyone at initio, we wish you a safe and happy New Year. Here’s to a bright 2026 ahead!

Related articles

• The lighter side of insurance claims 2025
• The weird and wonderful world of insurance claims 2024