The Complete Guide to House Insurance Claims After a Natural Hazard Event in New Zealand
Introduction
Natural disasters can strike without warning—leaving behind damage, stress, and confusion. Whether it’s an earthquake shaking your foundation or a flood soaking your floors, having the right house insurance and knowing what to do next can make a massive difference in how quickly you recover. In this guide, we’ll walk you through everything from understanding your policy to filing a claim with Tower after a natural hazard event.
What Are Natural Hazard Events?
Types of Natural Hazards in NZ
New Zealand’s stunning landscape comes with natural risks:
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Earthquakes – Especially in regions like Wellington and Christchurch.
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Floods – Common in low-lying areas or during intense storms.
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Landslides – Often triggered by heavy rain or earthquakes.
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Cyclones and Storms – Coastal and northern areas can be hit hard.
Why These Events Are Increasing
Climate change, urban expansion, and changing weather patterns are making natural disasters more frequent and more intense. This makes having robust insurance even more crucial.
The Impact of Natural Disasters on Homes
Common Types of Damage
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Structural cracks in walls and foundations
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Roof damage from falling trees or strong winds
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Water damage to interiors and electrical systems
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Silt and debris entering homes
Emotional and Financial Stress
Aside from physical damage, disasters take a mental toll. Insurance helps reduce financial stress so families can focus on recovery.
Recovery Timeline After a Disaster
Depending on the damage, recovery could take weeks or even months. Insurance speeds up the process through emergency repairs and temporary accommodation.
Understanding Your House Insurance Policy
What’s Typically Covered?
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Damage to your home’s structure
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Temporary accommodation
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Removal of debris
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Professional fees (e.g. architects, engineers)
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Some policies cover fences, garages, and driveways
What’s Not Covered?
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Gradual wear and tear
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Pre-existing damage
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Unconsented structures
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Some policies may exclude flood damage unless specifically included
Importance of the Sum Insured
This is the maximum amount Tower will pay to rebuild your home. Make sure it reflects current building costs—including inflation and material shortages.
How Tower’s Insurance Policies Help
Tower offers comprehensive cover tailored to Kiwi homes, plus helpful tools like the Sum Insured Calculator and MyTower portal to manage your policy.
The EQC and Private Insurance: How They Work Together
What Is the EQC?
The Earthquake Commission (EQC) provides natural disaster insurance for residential buildings and land.
When EQC Cover Applies
EQC usually covers the first portion of damage (up to a capped amount) caused by:
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Earthquakes
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Landslides
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Volcanic eruptions
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Tsunamis
Role of Private Insurers Like Tower
Tower steps in for any damage above the EQC cap and covers events like storms and floods, which EQC doesn’t handle.
What To Do Immediately After a Natural Hazard Event
Ensure Safety First
Check for injuries, avoid unstable structures, and shut off gas/electricity if needed.
Document the Damage
Take photos and videos of all visible damage. This will help speed up the claims process.
Secure the Property Against Further Damage
Use tarps, boards, or sandbags if necessary—but only if it’s safe.
Contact Tower or Your Insurer ASAP
You can notify Tower of a claim online, via the app, or by phone. Early notice helps get the ball rolling faster.
How to Lodge a House Insurance Claim
Step-by-Step Process
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Contact Tower and register your claim
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Provide details and photos of the damage
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Receive confirmation and tracking information
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Await assessment and resolution
Documents and Information You’ll Need
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Your policy number
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Description of the event and damage
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Photos/videos
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Receipts for emergency expenses (if applicable)
Online vs Phone Claims
Tower makes it easy to lodge claims online through MyTower or by calling their support line.
Using the Tower MyTower Portal
Log in to track your claim, upload documents, and get updates on progress—all in one place.
The Claims Assessment Process
What Happens During an Assessment
A loss adjuster may visit your home to evaluate the damage, verify the claim, and estimate repair costs.
Timeline Expectations
In widespread events, claims may take longer due to high volumes. Tower prioritises urgent and vulnerable cases first.
Working with Loss Adjusters and Builders
You’ll be assigned professionals to assess and repair your home. Tower has trusted partners but you can also suggest your preferred tradespeople.
How Tower Supports You After a Disaster
Fast-Track Claims Process
Tower offers streamlined processes for qualifying claims—getting you help faster.
Temporary Accommodation Cover
If your home becomes uninhabitable, Tower can cover hotel stays or rental costs.
Cash Settlements and Repair Options
Depending on your preference, you may receive a lump sum or have repairs arranged for you.
Communication During Your Claim
Tower keeps you updated throughout the process, so you’re never left wondering what’s next.
Common Challenges in the Claims Process
Delays Due to High Claim Volumes
Large-scale disasters mean many people are claiming at once. Tower increases staff and prioritises based on need.
Disagreements on Scope of Damage
If you disagree with the assessment, you can request a second opinion or independent review.
Underinsurance Issues
If your sum insured is too low, it may not cover full rebuild costs. Use Tower’s calculator annually to stay updated.
How to Get Help or Escalate a Claim
Reach out to Tower’s claims team or the Insurance & Financial Services Ombudsman (IFSO) for support.
Preventative Measures to Minimise Future Damage
Earthquake Strengthening
Anchor heavy furniture, secure chimneys, and retrofit homes where needed.
Flood-Proofing Your Home
Install flood barriers, raise electrical outlets, and improve drainage.
Regular Maintenance Checks
Fix leaks, maintain your roof, and clear gutters to reduce risk.
Staying Informed About Local Hazards
Know your zone’s flood and quake risk—local councils and GNS Science provide maps and alerts.
Real Customer Stories and Lessons Learned
Earthquake Recovery in Christchurch
After the devastating quakes, Tower helped rebuild homes with updated designs and improved resilience.
Flood Response in Auckland
One family received quick temporary housing and funds for urgent repairs—thanks to timely claims processing.
Cyclone Damage on the East Coast
Tower worked with locals to restore homes and improve structural resilience for future events.
FAQs About House Insurance After a Natural Hazard Event
1. Will my insurance cover temporary accommodation?
Yes, most Tower policies cover the cost if your home becomes uninhabitable.
2. What is the EQC cap, and what happens when damage exceeds it?
As of 2023, the EQC cap is $300,000. Tower covers costs above that if you have a valid policy.
3. How long does it take to settle a claim after a natural disaster?
It depends on the extent of the damage and number of claims. Simple cases may resolve in weeks; complex ones can take months.
4. What if my home was already damaged before the disaster?
Pre-existing damage may not be covered, so it’s important to maintain and document your home regularly.
5. Do I need to use Tower’s builders or can I choose my own?
You can request your preferred builder, but Tower will need to approve them for insurance work.
Conclusion
Recovering from a natural hazard event isn’t easy—but with the right house insurance and a solid plan, you don’t have to face it alone. Tower supports Kiwis every step of the way, from filing your claim to rebuilding your life. Make sure you’re covered, stay informed, and take steps now to be ready for whatever nature throws your way.
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