How to Claim Roof Damage on Insurance in NZ

Step 1: Document the Damage Immediately

The most common reason insurance claims are reduced or declined is insufficient documentation. As soon as it is safe to do so, photograph and record all damage:

• Photograph from ground level multiple angles showing the full extent of visible damage
• If safe to access the ceiling space: photograph water intrusion, staining, and wet insulation
• Note the date and time of the event (weather event records can help confirm this later)
• Record any damage to gutters, fascia boards, or interior finishes (water-damaged ceilings, carpets)
• Do NOT carry out permanent repairs before the insurer or loss adjuster has assessed the damage

Good documentation protects you. Insurers can only assess what they can see thorough photos from the date of the event are far more persuasive than descriptions alone.

Step 2: Arrange Emergency Temporary Protection

After documenting the damage, your first priority is preventing it from getting worse. Most policies require you to take reasonable steps to prevent further damage and failure to do so can give the insurer grounds to reduce your claim.

Call a licensed roofer for emergency tarping or temporary waterproofing. This is a legitimate claim expense in most NZ policies keep all receipts. We provide 24/7 emergency response across Auckland, Tauranga, Waikato, Northland, and Christchurch.

Step 3: Lodge Your Claim Promptly

Contact your insurer as soon as reasonably practical after the event. Most policies require notification within a reasonable timeframe typically 30 to 90 days, but sooner is always better. Late notification can give insurers grounds to question the claim.

When lodging your claim, you'll need:

• Your policy number
• Date and description of the event
• Initial photograph evidence
• Any receipts for emergency work already carried out

Step 4: Get a Professional Damage Assessment

Your insurer will likely ask for (or require) a written damage assessment and repair quotation from a licensed roofer. This document is the backbone of your claim. A good assessment includes:

• Detailed description of all damaged components (identified by location and material)
• Clear distinction between pre-existing condition and event-caused damage
• Itemised repair or replacement cost breakdown
• Supporting photographs tied to each damage item
• Roofer's licence details and company information

Shingle Roofers provides insurance-ready damage assessments as part of our claim support service at no additional charge.

Step 5: Cooperate with the Loss Adjuster

For larger claims, the insurer will appoint a loss adjuster (also called an assessor) to independently verify the damage and estimate costs. This is standard practice do not be alarmed. Be cooperative and provide all documentation requested.

Tips for working with a loss adjuster:

• Be present for the inspection if at all possible
• Bring your contractor's written assessment to the meeting
• Point out all damage items adjusters can only assess what they see
• Ask for a copy of the adjuster's report
• You are entitled to have your own contractor present at the inspection

Step 6: Review the Settlement Offer

Once the insurer has assessed the claim, they will make a settlement offer. Review this carefully against the contractor's itemised assessment:

• Does it cover all identified damage items?
• Does it reflect current material and labour costs? (Costs change an insurer using outdated rates may under-settle)
• Does it account for the full scope of required work, including scaffolding and disposal?
• Is the policy basis "sum insured" or "replacement value"? This affects how much you receive.

If you believe the settlement offer is inadequate, you can dispute it. Request the insurer's internal dispute resolution process first. If unresolved, the Insurance & Financial Services Ombudsman (IFSO) provides free dispute resolution for NZ consumers.

What Is Typically Covered?

Standard NZ home insurance policies typically cover roof damage caused by:

• Storm (wind, hail, heavy rain)
• Fallen trees or branches
• Lightning strike
• Natural disaster events covered by EQCover (storm, flood, earthquake)

What is generally not covered:

• General wear and tear or age-related deterioration
• Damage resulting from lack of maintenance (e.g., a long-standing leak you failed to repair)
• Gradual damage (as opposed to sudden event damage)
• Damage to a roof in a pre-existing deteriorated state where the insured event merely exposed an underlying problem

Why Maintenance Documentation Matters for Claims

Insurers in New Zealand are increasingly requiring evidence of maintenance as a condition of claim acceptance. If you have records of regular roof inspections, gutter cleaning, and prompt repairs, this demonstrates your property was maintained to a reasonable standard significantly strengthening your position in any claim dispute.

We recommend keeping a simple digital folder with dated invoices and inspection reports for all roof maintenance. A pre-existing inspection report from 12 months before a damage event can be invaluable.

EQC (EQCover) and Natural Disaster Events

EQCover (administered by the Earthquake Commission) provides cover for residential property damage from natural disaster events including storm, flooding, earthquake, and landslip. The EQCover cap for residential buildings is $300,000 (+GST). Your private insurer handles lodgement on your behalf and will notify EQC where applicable.

Not all storm damage is covered by EQCover the event must meet the definition of "natural disaster" under the Earthquake Commission Act 1993. Standard storm wind damage to roofing typically falls under private insurance, while flood damage from overland water flow may trigger EQCover. Your insurer will assess which component applies.

Common Mistakes to Avoid

• Carrying out permanent repairs before insurer assessment this can give the insurer grounds to question the nature and extent of damage
• Not photographing damage immediately weather continues to cause secondary damage; early photos show the original event clearly
• Accepting the first settlement without reviewing it insurers can and do under-settle; compare against your contractor's assessment
• Not claiming emergency tarping costs these are a legitimate claim expense and should be included
• Missing the notification deadline check your policy and contact your insurer promptly after any event

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