After a flood, the clean-up and the insurance claim happen at the same time, and what you do in the first few days can make the claim much simpler. This is a practical guide to documenting water damage for a New Zealand home insurance claim. It's general information rather than insurance or legal advice, so always check your own policy and follow your insurer's instructions.
Start with your insurer
Contact your insurer as soon as it's safe, describe what happened, and write down your claim number and the name of the person you spoke to. Ask whether they want to send an assessor, whether you can arrange emergency water removal yourself, and how they'd like photos and invoices sent.
How NHCover fits in after a flood
Since 1 July 2024, EQC has been the Natural Hazards Commission Toka Tū Ake (NHC), and EQCover is now called NHCover. A few points are useful to know:
- For storm and flood, NHCover covers residential land only (for example land under or close to your home and part of your main driveway). It doesn't cover the house itself for storm or flood damage.
- Flood damage to your house, carpets and contents comes under your private home and contents policies.
- Natural hazard claims are lodged through your private insurer, which manages both parts of the claim.
For the full details, see the Natural Hazards Commission website.
What to photograph
- Every affected room, wide shot, from the doorway, before anything is moved.
- The waterline on walls, doors and furniture, with a tape measure in shot if you can.
- The source: the burst pipe, failed hose, overflowing gutter or the water coming in.
- Close-ups of damage: carpet, underlay, skirting boards, cabinetry, appliances.
- Labels and model numbers of damaged appliances and electronics.
- Outside: flood levels in the yard or street, and any debris or silt.
Take a slow walk-through video too. Your phone records the date and time automatically.
What to keep
- Damaged items, until your insurer says they can go (photograph them first if they must be removed for health reasons)
- A small cut sample of carpet and underlay if carpet is being removed. Assessors use these to match quality.
- Receipts, invoices and quotes for emergency work, accommodation and replacement items
- A running list of everything damaged, with rough age and value
- Notes of every call: date, who you spoke to, what was agreed
Why restoration records help
A professional restorer's paperwork is strong evidence for your claim. It typically includes:
- the water category (clean, grey or black)
- moisture readings taken over time
- photos of the damage before and during drying
- a clear record of what was saved and what had to be replaced, and why
It also shows you acted promptly to stop further damage, which most policies expect.
Common mistakes to avoid
- Throwing out damaged carpet or furniture before it's been photographed and approved
- Waiting days for an assessor while water sits in the carpet
- Assuming "it feels dry" means it is dry. Hidden moisture can lead to mould later.
- Not reading the exclusions in your policy, especially around gradual leaks
