We will endeavour to make the claims process as quick and easy as possible. The following information can help with your claim.

Once you have submitted your claim, you will be assigned a claims adviser who will be responsible for processing and resolving your claim – and in most instances is the only person you will deal with. They will be in touch within 24 hours of receiving your claim.

Acknowledgement of your Claim

Within one working day of receiving your claim form, the claims adviser assigned to your claim will acknowledge by email that it’s been received and give you your claim number. Your claims adviser is responsible for processing and resolving your claim and in most instances is the only person you will deal with. Please note: If we receive your claim over the weekend or public holiday, we will acknowledge it within one working day from the next business day.

Your claims adviser will advise you of the applicable excess for your claim and make a liability decision for you, which may allow us to waive your excess and will determine the impact on your No Claims Bonus. This may mean liaising with third parties and other insurance companies, and your claims adviser will do this for you.

They will also confirm what information is required to process your claim, which might be obtaining a repair quote or a damage report, or providing a quote for how much it will cost to replace the property. This information will ensure that we can process and finalise your claim quickly and easily.

Depending on the type of loss, we may appoint an assessor to assist you with the claims process. The assessor will have knowledge of the local repairers best suited to assisting with your loss and can provide you with direct assistance and help in the immediate aftermath of your loss, if required.

Contacting your Claims Adviser 

When contacting your claims adviser by email, please include your claim number in the subject line and on any documents you send to us regarding your claim. All correspondence should be sent to claims@mas.co.nz as this will ensure that updates to your claim get actioned if your adviser is away.

Event Specific Information

The following sections provide useful on making claims for various events.

House Insurance Claim

Please lodge your claim as soon as possible. If required, we may be able to get trades personnel to the site promptly to prevent further damage or loss.

Prevent Further Loss

Please be advised that it is your responsibility to prevent further damage or loss to the property. This can involve simple things such as turning off water, gas and electricity, or getting windows and locks replaced.

If you need to contact repairers or workers to undertake reasonable steps to prevent further loss, please be aware that you will have to pay the initial cost yourself. If we view these costs to be reasonable in order to mitigate further loss, you will be fully reimbursed by MAS.

If your property becomes uninhabitable, there is provision in your MAS House insurance policy for temporary accommodation. Please call us on 0800 800 627 to discuss your situation.