My insurance claim was declined. What can I do?

General information from Lawmateanz

Start by asking your insurer for the reasons in writing, and check them against your policy wording. Insurers must act in good faith, and decisions often depend on exactly how the policy is worded.

Make a complaint through the insurer's internal complaints process. Provide any extra evidence, such as photos, reports or quotes.

If you're not satisfied with the outcome, or it takes too long, you can take the complaint to the free dispute resolution scheme your insurer belongs to, such as the Insurance & Financial Services Ombudsman or Financial Services Complaints Limited.

These schemes are independent and free for consumers, and can make decisions binding on the insurer up to set limits. You can still go to court instead.

Your insurer's decision letter should name its dispute resolution scheme. Consumer NZ and Community Law Centres also have free guidance.

Written by Lawmateanz, not by a lawyer. General information only, not legal advice about your situation. For advice about your own matter, talk to a lawyer.

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General information only. Answers are written by independent lawyers based only on what's in the question. They aren't legal advice about your situation and don't create a lawyer–client relationship. For advice about your own matter, talk to a lawyer directly.