Claims
Risk Advice Insurance
Making a Claim
We understand that handling claims is one of the most critical parts of our relationship with clients. Whether you're facing an unexpected loss, damage or another incident, our experienced claims team is here to guide you every step of the way.
The following information gives you a clear picture of what to expect when you need to make a claim.
If you need to
make a claim
Most policies cover vehicle windscreens and window glass with either a low or no excess, provided this option was selected when your policy was arranged.
Step 1. Prevent Further Damage
- Avoid washing the vehicle with high-pressure water near the damage.
- Avoid sudden temperature changes.
- Cover chips with clear tape where safe to prevent dirt and moisture entering.
Step 2. Arrange Repair or Replacement
- Smith & Smith0800 80 90 82www.smithandsmith.co.nz
- Novus0800 10 35 35www.novus.co.nz
These providers can often replace your windscreen without requiring a formal insurance claim. If using another repairer, please contact us first.
Information Required
- Policy number
- Vehicle registration
- Photos of the damage
- Date damage occurred
- Preferred contact details
Repair & Replacement
The repair provider will confirm cover with your insurer and determine whether the glass can be repaired or replaced.
If safe, stop immediately and check whether anyone has been injured.
Collect
- Full name
- Phone number
- Residential address
- Driver licence
- Vehicle registration
- Insurance company (if known)
Providing these details may allow your insurer to waive your excess if you're not at fault.
Take Photos Of
- All vehicles
- Damage
- Accident scene
- Road conditions
- Signs
- Skid marks
If there are witnesses, collect their contact details.
Do not admit liability or discuss fault.
Contact Long Burroughs as soon as possible so we can help manage your claim.
Your safety comes first.
If safe to do so:
- Stop the water source.
- Prevent further damage where possible.
- Move belongings to a dry area.
- Arrange emergency drying.
Recommended Providers
- Chem-Dry0800 243 6379www.chemdry.co.nz
- JAE Services0800 132 603www.jae.co.nz
Record the Following
- Date and time
- Cause of damage
- Photos and videos
- Emergency repair invoices
Do not dispose of damaged items until they've been assessed unless they present a health or safety risk.
Contact Long Burroughs as soon as possible so we can assist with your claim.
Our claims process
-
Notification
Contact us by phone or email to lodge your claim. We'll collect the necessary information and guide you through the next steps, including providing a claim form if required.
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Investigation & Documentation
We'll review your policy, assess your cover and provide you with advice on initial claim response expectations. Our team may request supporting documentation such as invoices, police reports or photographs.
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Submission to Insurer
Once everything has been gathered, we'll prepare and submit a claim to your insurer, ensuring it's accurate and complete.
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Resolution & Settlement
We'll work directly with your insurer to achieve the best possible outcome while advocating on your behalf throughout the process.
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Follow-up
Our support doesn't end once the claim is settled. We're here to provide ongoing advice and assistance whenever you need it.