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As you will be aware, New Zealand is moving to a Level Four Covid-19 response from 11:59pm today (Wednesday 25 March).
Insurance is considered an essential service and Vero will continue to operate throughout the government-imposed restriction period. We are well equipped to continue to operate during the four-week shut-down period, although we have some important updates below on some process changes.
All teams working from home
Vero is well equipped to work remotely, with many team members already working flexibly on a regular basis. We recently took the precaution of increasing this capability, which means most of our people are now working from home. This includes our front-line claims, sales and service, distribution and underwriting teams.
Our teams are continuing to process claims, enquiries and underwriting requests. You may experience delays as we transition to our new way of working. Like all of New Zealand, we are experiencing some issues with calls connecting properly due to heavy traffic on mobile networks as more businesses work from home. You may experience a delay of up to 10 seconds as your call is connecting, but please hold to enable the team to answer your enquiry. We appreciate your patience and understanding as teams transition into full remote working and assure you they are committed to responding to your requests in a timely and professional manner.
What this means for Claims
While Vero are continuing to process claims as usual, there will be a different way of working for some aspects. We remain committed to ensuring our customers are supported during this time. The health and safety of our customers, partners, and team remains our number one priority.
Vero will work with authorities to ensure any claims affecting the health and safety of our customers are addressed as soon as practicable. However, we anticipate that other site visits and repairs will be delayed and may need to be addressed once the government-imposed restrictions ease.
It’s likely rental car companies and repairers will be closed as we understand that they are not considered essential businesses. For any vehicle accidents which occur while these restrictions are in place, we expect police will arrange tows from the scene. Where possible, we will assess vehicles remotely. While we can progress total loss claims, we will be unable to progress any repairs until the restrictions ease. We’re working with repairers to identify vehicles that are still being repaired but can be driven. These vehicles will be returned to customers where possible. Unfortunately, there will be some vehicles which are mid-repair and not able to be driven, which may be unable to be returned at this time.
Get in touch
We will continue to keep you updated as we know more. Should you have any further questions please get in touch with your usual Claims contacts or Claim Account Relationship Managers:
Kind regards,
Andrea Copley
Executive Manager, National Broker Distribution
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