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Following our detailed update sent last Friday 24 April, we have two new updates:
Claims - working with our supplier network
At Vero we have been working with our suppliers over the past month to assist them with the challenges we are all experiencing at the moment.
Vero is now fully operational, completing physical assessments and working through the backlog that accumulated since the level 4 restrictions were put in place. We are responding to new site visit requests, however, we continue to undertake assessments remotely when possible.
During level 4, Vero was able to use technology and remote management of new claims to actively resolve half of all claims, a further 30% was assigned to repairers for immediate rectification under level 3, and the remaining 20% will be assessed by our Loss Adjusting team this week.
Our supplier network across Motor and Property is fully operational, however, there will be reduced capacity over the coming weeks. The building and motor repair industries are working through their repair backlog from claims being actioned prior to level 4 restrictions. They are also facing challenges with the reduction in international air freight and interruptions to international shipping.
We’ve been actively working with our approved supplier network to provide them with additional support, so they can better serve our customers. Examples of our support include collecting excesses on the supplier’s behalf, flexible payment terms for suppliers and contributing to supplier costs, such as cleaning fees. This support aims to help our supplier network operate as effectively as possible within increased health and safety guidelines.
Get in touch with Claims
We will continue to keep you updated. If you have any questions, please get in touch with your usual Claims contacts or Claim Account Relationship Managers:
Jenny Lindsay
Jenny_lindsay@vero.co.nz 09 352 7466 or 021 670 584
Alison Bold
Alison_bold@vero.co.nz 03 3726862 or 0272 681 087
To contact us about a client’s current or new claim, call 0800 800 134. Send any new claims to newclaims@vero.co.nz
Holiday homes - supervision
If your client has holiday home insured with us, it’s important to make sure we know it’s being used as a holiday home. Usually, we require regular supervision of holiday homes – this means clearing mail, keeping lawns and gardens tidy, windows and doors locked, and ideally having someone check on the property as well. This helps make sure anything that might lead to a claim is prevented early on. However, we recognise at alert levels 3 and 4 these requirements could be challenging.
While regional movement is allowed in level 3, it’s for essential reasons only. We do not consider checking on a holiday home essential at this point but would expect normal supervision requirements to recommence after the regional movement restrictions are lifted.
In the meantime, your clients could consider if there is someone to check on their holiday home. This person could clear the letterbox, and keep an eye on the property, and turn the water supply off at the mains (if required).
Please be assured that if there is a claim for loss or damage to a holiday home, that occurred during this restricted travel period, our claims team would take the Government imposed travel restrictions into consideration.
Contact us via email: customersolutions@vero.co.nz or call
0800 808 138.
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