Getting prepared starts with a device most of us use everyday of our lives - your phone. Taking photos or videos of your possessions and snapping pictures of receipts when you buy something new is the best way to start. You might also have receipts already from shops that send them to your email.
Sarah-Jane Knox from the Insurance Council of New Zealand said there are two important things insurers need, "proof of ownership - that you actually owned that thing that you're claiming for - and also proof of the loss." (Such as pictures showing damage).
Knox said it has never been easier to create an inventory of your possessions and property. Most insurance companies keep digital records, meaning you don't strictly need physical documents like your policy or policy number to start a claim.
However, having your own records could significantly speed up the process and reduce stress during an already difficult time.
Before an emergency: How to prepare
- Photograph receipts immediately after every purchase. Receipts fade over time and could be destroyed in a disaster. Take a photo of both the receipt and the item you've purchased. Keep them in an album on your phone’s camera or in the cloud.
- Create a digital inventory of your belongings. Walk through your home with your phone, taking photos or videos of each room and your valuable items. Focus on detail - for appliances, photograph serial numbers, makes and models.
- Use your insurer's online tools. Many insurance companies provide room-by-room inventory templates on their websites and you can also download apps that will help you calculate your ‘sum insured’ (the maximum amount an insurance company will pay out to cover a loss or damage). Expand on these to include purchase dates, serial numbers and other claim-relevant details.
- Store everything in the cloud. Make sure your phone automatically backs up photos to cloud storage, or email important photos to yourself. Assume you may not be able to access your home or physical documents after a disaster.
- Keep policy information accessible. Your policy number and insurer contact details should be easily found in your email or saved in your phone contacts. If you’ve received policies by post, photograph them and save them to the cloud.
- Ask for digital receipts when out shopping. Many shops can email you receipts or provide purchase histories if you're a regular customer, creating an automatic backup system.
During an emergency: What to do straightaway
- Prioritise safety first. Don't risk your safety to document damage or retrieve documents.
- Contact your insurer as soon as it's safe to do so. You can start a claim online through your insurer's website or by phone using just your name and address if you don't have access to your policy number.
- Ask what you can dispose of before throwing anything away. Some items can be cleaned and repaired, while others like soft furnishings generally can’t. Always check with your insurer first.
- Take photos of damage if it's safe to do so. For flood damage, photograph water lines on walls to show how high the water reached. Get detailed shots of damaged items, including serial numbers where visible.
- Keep emergency repair receipts. In large-scale disasters, insurers may authorise you to make your property safe before they can assess it. Keep all quotes, invoices and receipts for these emergency repairs.
After an emergency: claims process
- Don't panic if you lack documentation. Knox reassured that "if you don't have your policy number, that's okay." Insurers can find you through your name and address, and they understand that disasters destroy documents.
- Start with what you can remember and add details later. Insurance companies often tell claimants to provide what they can initially, then add items as they remember them, rather than being overwhelmed by trying to list everything at once.
- Provide detailed information when possible. Standard claim forms typically ask for the date of loss, description of the item, age or purchase date, make and model, and replacement cost.
- Use photos to jog your memory. Even basic room photos taken beforehand can help you remember what belongings you had.
- Be aware that requirements vary depending on the scale of the disaster and your sum insured. Knox notes that when you contact your insurer, they will work with you to find the most reasonable way to quantify your loss and what they need from you.
What if I’m on holiday during a disaster?
- Set up an ‘authority to act’ if you’re away from home it’s not an arduous process, it just takes a quick call to your insurance company. If you're going somewhere with poor communications, arrange for a family member or friend to handle insurance matters on your behalf.
- Save international contact numbers. Don't rely on 0800 numbers when overseas. Save your insurer's international contact numbers in your phone before you travel.
- Access remains the same. If you have internet and phone access while travelling, the claims process is no different than being in New Zealand.
- Someone on the ground. Have a family member, friend or neighbour who can access your house while you’re away to turn off the gas or water or make your property weathertight and prevent further damage, e.g. if it is safe to do so, put a tarpaulin or plywood over a window blown out by strong winds.
- Photographing or having a digital copy of your policy documents is helpful, but not absolutely necessary.
Further information
Resources for an emergency
In the event of a civil defence emergency listen to your radio.
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A resource for getting you and your whānau prepared and ready for an emergency.
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The Agency responsible for national emergency management planning and leading or supporting the response and recovery from emergencies.
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Warnings, watches and severe weather outlook.
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A list of local and regional councils who will provide civil defence information for your area.
Emergency Guides
Metservice weather explainer: Severe weather
MetService weather explainer: thunderstorms
Mis and disinformation and how to spot it
Getting your flat emergency ready
Your community is your best resource in an emergency
Managing your medication during an emergency
Insurance Council of New Zealand's Consumer Affairs Manager, Sarah-Jane Knox. Photo: ICNZ
Sarah-Jane Knox said preparation was key, "you're going to have to do it anyway, so why would you not do it when you're not stressed?"
