Claims support

Insurance only matters when something goes wrong. That's not the time to figure it out alone.

Claims in New Zealand

New Zealand insurers paid $1.368 billion in life insurance claims and $2.545 billion in health insurance claims in the year to September 2025, across 4.13 million life policies and 1.35 million health policies(Financial Services Council, State of the Sector, February 2026). The FSC notes New Zealand still ranks among the more underinsured OECD markets.

Individual insurer acceptance rates typically range from 92% to 98%, depending on the insurer and product type. The vast majority of claims are assessed and paid.

What claims are made for

Life cover

Lump sum paid to beneficiaries on death. Cancer, cardiovascular conditions, and accidents are among the most common causes.

Trauma / critical illness

Lump sum on diagnosis of a specified condition. Cancer accounts for approximately 60% of trauma claims across NZ insurers.

Income protection

Regular payments when you're unable to work due to illness or injury. Accident/injury, cancer, and mental health are common claim reasons.

Health insurance

Covers private medical treatment including surgery, specialist appointments, and diagnostic procedures.

Why some claims are declined

While the majority of claims are accepted, there are situations where a claim may not be paid. The most common reasons include:

What's typically required

Life insurance claims

Completed claim form
Certified death certificate
Certified ID (birth certificate or passport)
Original policy document

Income protection claims

Completed claim form and certified ID
Medical certificate from doctor or specialist
Proof of income (employer certificate or tax returns)

Claims should typically be submitted within 120 days of the insured event. Requirements may vary by insurer and cover type.

How your adviser helps

Insurers assess and pay claims. That's their role. Your adviser's role is to make the process as smooth as possible for you.

Lodge the claim on your behalf and gather required documentation
Liaise directly with the insurer throughout the process
Advocate on your behalf if there are complications or disputes
Provide support during a stressful time and explain your entitlements

Claims acceptance rates are reported by individual insurers for different financial years and may use different calculation methodologies. Please refer to individual insurer disclosures for the most current information. The information on this page is general in nature and does not constitute personalised financial advice.

Talk to a licensed adviser about your claim · free, no obligation.