If you need help at any stage of the process, our friendly contact centre team are ready to help you. Click to email us anytime, or call us on 0800 800 571 Monday - Friday, 8.30am to 5pm NZDT/NZST.
How to claim
1. Get started & login
Either select ‘Make a claim’ from the top menu, or click here. You will need to have the details for the main policy holder ready, along with the policy number to start. Your policy number can be found on your Certificate of Insurance. If you have misplaced this, please click to email us with your full name and date of birth and we can email you another copy.
Please note that to submit a claim, you must have access to a New Zealand bank account number as any payment will be made direct to that account.
2. Submit your claim
Once you have logged in, just follow the prompts and complete the information required. Please save your details regularly by selecting either the ‘Next Section’ or ‘Claim Details’ buttons.
Once you have included all of the items or expenses you wish to claim for, go to the Claims Details screen and select ‘Submit Claim’. We recommend you take a note of the number of your claim, which will be displayed on the next screen.
3. Send us your supporting documentation
You should receive email notification within 24 hours advising you that your claim has been received. You will need to sign the attached Privacy Authorisation sheet, and send all of your supporting documentation to SCTI at the address provided in the email. Instructions for which documents we require for the different types of claims will be included with your email. They may include receipts, invoices, valuations, police reports and copies of travel documents. In most cases we will need you to submit the original documents, so we recommend you take copies of everything before you send them to us.
What happens next?
We will send you an email to advise once we have received your supporting documentation, and update you with the current turnaround time. This will give you a good indication of when you can expect to hear from your claims assessor with a decision (if we have everything we need), or if they need any further information to process your claim.
If your claim is accepted, we will email you with the details of any payments made. Please allow up to 3 business days for the payment to appear in your account. If we have paid a provider on your behalf, we will forward you the details of that payment instead.
If your claim is not accepted for any reason, please click here for information on how to appeal a claims decision.
Know before you go - what is covered and what you should do if something happens
Click here to view answers to some of our most frequently asked questions.