If you’re uncertain whether your covered loss will exceed the payment amount, please reach out to us—we can arrange a partial payment if needed.

Once your claim has been settled, please keep a record of how the funds are used. For residential customers, we may review your claim, while for commercial customers, a written Proof of Loss will be required after 210 days. This helps us ensure the payment aligns with your actual losses and expenses.

Definition of a Covered Loss:

“Covered Loss” means the Insured’s financial losses and additional expenses resulting from an Earthquake Event affecting the Address and which are unrecoverable from any other contract of insurance. These financial losses include, but are not limited to:

• if You are an individual: property damage, including damage to common areas within a common interest development; damage to personal possessions; incidental expenses such as professional and technical advice, increased childcare and eldercare costs, food spoilage, mental wellbeing support, transportation expenses; loss of income; temporary housing costs or other living expenses;
• if You are a business entity: property damage including damage to property for which You are legally liable; damage to business personal property; incidental costs such as relocation expenses, retention of temporary office space, equipment or employees, professional and technical advice, increased costs for services or utilities; and loss of business income;
• for all Insureds: legal and administrative expenses; loss assessments issued by Your landlord, an association of homeowners or other common interest development, or for which You are otherwise legally liable; and deductibles of other insurance policies.

Lloyd’s is a member of the Insurance Council of New Zealand and Bounce (as a Coverholder of Lloyd’s) adheres to the Fair Insurance Code, which provides you with assurance that we have a high standards of service for our customers.

Please click here to download a copy of the Fair Insurance Code.