As you consider your next steps, please be assured that your safety—and the safety of those around you—remains our highest priority.
The team at Willis are here to guide you through the immediate steps to protect your property and help you navigate the claims process. Please review the information below for practical advice and important actions to take.
Catastrophic events
Claim notification
Notify Willis Claims or your broker immediately after the incident. You can call or email our Specialist Claims Team. Our contact details are:
Nzclaimsadmin@wtwco.com
Assistance we can offer
- WTW will appoint a Loss Adjustor to contact you immediately upon first notice.
- Review insurance policies to identify areas of cover under your policies.
- Provide advice on actions to consider when making claims preparations, to ensure the extent of loss and damage is properly quantified (whether in relation to business interruption, property policies, etc.).
- Where policy documents have been lost or destroyed, provide copies of documentation for clients.
Steps to take
- When returning to a business or home that has been damaged (but not destroyed), take appropriate steps to secure the premises.
- Complete a site risk assessment to ascertain whether the site is safe to access. Any doubt over structural integrity or contamination by chemicals or other contaminants requires careful pre-assessment.
- For businesses, activate your Business Continuity Plan if one is in place.
During the clean up
- Building materials may contain hazardous substances such as asbestos which, when airborne and inhaled, can be detrimental to long-term health. Any material that could contain asbestos should not be disturbed. Hazardous materials should be removed by qualified professionals using proper personal protective equipment and disposal methods.
- Clean spilled flammable liquids and contaminants.
- Remove debris, if safe to do so, and after obtaining approval from insurers.
- Separate damaged goods; however, be cautious of accumulating high levels of combustible debris inside a building.
- Do not attempt to use electrical or gas-fired equipment unless it has been cleaned, repaired, and inspected by a qualified tradesperson.
- If safe to do so, essential services such as plumbing, water systems, gas, and electrical services can be repaired. Use only qualified tradespeople and retain replaced parts and copies of all invoices.
- Prohibit hot work until fire protection is restored. For repairs requiring hot work, follow the company’s Hot Work Permit System.
- Secure critical records and documents if this has not already been done.
- Take steps to mitigate or minimise losses (e.g. do not discard items that may be easily cleaned or repaired).
- Contact suppliers as soon as possible to discuss ongoing business arrangements.
- Remember that safety is the top priority for you and anyone assisting you.
- Note: The insurer or loss adjustor must be kept informed of every action being taken.
Preparing for a claim
- Take photos or video footage before moving anything or starting the clean-up.
- For unsalvageable items, take clear photographs showing the condition of each item.
- Record brand names and model types wherever possible.
- Keep accurate records of all costs incurred during the cleanup phase, including trade services, equipment hire, and additional vehicle usage.
- Record normal labour hours of employees, specifically noting any overtime.
- Locate all related information such as previous sales data, budgets, business plans, and asset registers.
- Nominate one person to coordinate all insurance-related activities, including visits by loss assessors.
- Establish a cost code specifically for the incident and ensure all loss-related expenses are recorded against it.
- Establish a high-level estimate of the likely loss as early as possible to help the insurer set reserves and determine appropriate levels of support.
Consider appointing Willis’ Forensic Accounting & Complex Claims (FACC) team to assist with the preparation and submission of the claim to the insurer.
