Godfrey’s Managed Services and Loss Adjusters have been appointed to independently assess and settle most material damage claims on behalf of insurers.
It is important that you notify Godfrey’s () as soon as possible following any event that will result in a property insurance claim. Godfrey’s will provide guidance on next steps, including safety measures and what information to gather to support your claim.
- Phone 0800 567 723 (available 24/7) for urgent losses or if you are unsure about a claim or have any questions.
- Complete the on-line claim form or download the claim form from www.aib.org.nz/claims
- Email your Claim Form to: and cc and your local insurance manager or broker
Refund of excess – Coming 1 January 2027
If all recommended loss prevention measures are in force at the site where the loss occurred, then the insured member will be eligible for a refund of the non-natural disaster excess applicable to the claim. Applications can be made to AIB.
Steps to protect the property and support your claim
- Make sure the site, property and area are safe, secure and all reasonable steps are taken to minimise the extent of loss. Retain any receipts for costs incurred to be considered as part of any potential claim. Other than securing the property and ensuring safety, do not carry out any repairs or replacements until instructed by Godfrey’s. If you have a preferred repairer, you may obtain quotes to include with your claim.
- Do not dispose of any damaged items or parts unless directed to do so.
- Record all relevant details, including date and time of the event, names and contact details of third party involved and any witnesses, extent of loss or damage (including items if theft), and any supporting evidence such as photos, videos, reports and correspondences or similar that will help Godfrey’s advance your claim.
- Provide contact details of the person or persons who are best to manage your claim.
- Report all thefts, attempted thefts, malicious damage, or any other matter involving potential criminal activity to the police as soon as possible and obtain formal acknowledgement to support your claim.
- Godfrey’s may appoint an assessor to manage your claim.
- At all times be aware of and comply with your duty of disclosure.
Common issues that can affect a claim
Acting too late – any delay could compromise the claims assessment, so you should report all losses immediately. Issues can arise if you fail to notify Godfrey’s of the circumstances of a claim immediately. A late reported claim, or where you fail to follow the requirements of the policy, may:
- Affect the ability of the insurer to fully investigate the claim or cause them to incur additional costs.
- Hamper their efforts to recover from negligent third parties.
- Prejudice the efforts of the insurer to negotiate an equitable claim settlement.
- In these circumstances, the insurer may be entitled to decline all or part of your claim.
What to expect with the claims process
Godfrey’s will do their utmost to get your claim settled as quickly and easily as possible in the following way:
Starting the claims process
Once you have notified the claim, and completed the form, Godfrey’s will consider the information available and determine the best approach to advance your claim.
- Straightforward claims: These will be able to be managed and advanced directly with you over email or phone by Godfreys
- More involved losses: Godfreys will appoint an assessor to assist and provide support. The loss adjuster will liaise with you directly and report to Godfreys
- Large or complex losses: Godfreys will involve reinsurers and AIB in the decision-making process.
You will receive acknowledgment of your new claim and confirmation of the next steps from Godfreys within 1 business day, or sooner if urgent
Assessment of loss
If a loss adjuster is required to assess the damage to your property and assist with reinstatement, they will contact you to arrange a suitable time for their visit. Depending on the complexity of the loss, they may involve other experts, such as project managers or trade specialists, to ensure a thorough evaluation. This process may require multiple visits and could take several weeks to finalise the assessment and move to the next stage.
Claim Acceptance
Godfreys will confirm claim acceptance as soon as possible during the process. Until this point, Godfreys will remain in regular contact, providing regular updates and will keep claimants and AIB updated on the progress throughout the claims process.
For large or complex losses, additional time frames may apply due to the involvement of the insurer panel.
In the rare event that your claim cannot be accepted, Godfreys will advise AIB and provide a full explanation of the decision and outline of the options. AIB will discuss the situation with the applicable member representative.
Reinstatement process
Once repair or replacement costs are agreed upon, one of the following will occur:
The claims manager or loss adjuster will authorise suppliers to work with you to complete the reinstatement. In most cases the member will pay the supplier and receive reimbursement, less excess, once the claim is settled. Partial settlements can be arranged for large claims.