How to Make an Insurance Claim (Without the Stress)
Making a claim is the moment your insurance is meant to do its job.
But let’s be honest - when that moment comes, it’s usually during a stressful time. Whether it’s illness, injury, or something unexpected happening at home, the last thing you want is confusion around what to do next.
The good news? The claims process is more straightforward than most people expect - and you don’t have to navigate it alone.
Let’s walk through it step by step.
📞 Step 1: Get in Touch Early
The first step is simple - reach out.
Whether it’s your adviser or insurer, starting the conversation early makes a big difference. They can:
Confirm whether you’re eligible to claim
Guide you on next steps
Help avoid delays from the start
The earlier you get in touch, the sooner the process can begin - and the more support you’ll have along the way.
📝 Step 2: Complete the Claim Form
Every claim starts with paperwork - but you won’t be left to figure it out on your own.
Depending on the type of cover, you may need:
A claim form from the insurer
Input from your GP or specialist
Supporting details about what’s happened
This step is about clearly outlining your situation so the insurer can understand what’s being claimed.
📂 Step 3: Gather the Right Information
This is often the part people find most overwhelming - but it’s also what helps your claim move faster.
Common documents include:
Medical notes or diagnosis (for health-related claims)
Referral letters or treatment plans
Proof of income (for income protection)
Invoices or estimates for costs
Police or ACC reports (if relevant)
Insurers aren’t looking for reasons to decline claims - they’re looking for enough information to confirm everything lines up with the policy.
📤 Step 4: Submit the Claim
Once everything is ready, the claim is lodged with the insurer.
This is where having support matters - because:
Forms are checked for accuracy
Documents are submitted correctly
Delays can be minimised
Even small errors or missing information can slow things down, so getting this right upfront helps.
⏳ Step 5: Assessment (What Happens Behind the Scenes)
After submission, the insurer assesses your claim.
This may involve:
Reviewing documents
Speaking with medical professionals
Requesting additional information
Timeframes can vary - from a few days to a few weeks - depending on how complex the claim is.
💰 Step 6: Decision and Payment
Once the assessment is complete, the insurer will make a decision.
If approved:
The payment is made (either as a lump sum or ongoing benefit)
If more information is needed:
You’ll be guided on what’s required
If declined:
You’ll receive an explanation and can explore next steps
Most claims in New Zealand are actually paid - often over 90% - so the process is usually about confirming details, not denying support.
A Few Things That Make a Big Difference
While the process is structured, there are a few simple things that can make it smoother:
Start early – Don’t wait until things feel urgent
Be upfront and accurate – Full information avoids issues later
Keep records – Documents, emails, and notes all help
Ask questions – You’re not expected to know everything
Having your policy details, timelines, and supporting evidence ready can significantly speed things up.
Bringing It All Together
Making a claim can feel daunting—but it doesn’t need to be.
At its core, the process is about:
Letting someone know
Providing the right information
Allowing the insurer to assess and respond
And most importantly - you don’t have to go through it alone.
Because the real value of insurance isn’t just in having cover in place.
It’s in knowing that when something happens, there’s a clear path forward—and someone there to guide you through it.
Amy Callon
Financial Adviser
New Vision Financial Services
Plan your future and let us help you have peace of mind along the way.