Warehouse Money insurance Frequently Asked Questions


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Car Insurance

What does Car Insurance cover?
  • Third Party Property Damage covers damage the you cause to someone else’s property while you are driving. Please refer to the Third Party Property Damage policy document for full details on this product.
  • Third Party, Fire and Theft adds protection against fire, theft and attempted theft of your vehicle. Please refer to the Third Party, Fire and Theft policy document for full details on this product.
  • Everyday Plus covers accidental damage caused to your car. Please refer to the Everyday Plus policy document for full details on this product.


How do I pay my car insurance premiums?

Payment frequency

  • We have flexible payment options that allow you to pay your premiums fortnightly, monthly or annually.
Paying your premiums
  • You can pay in instalments via direct debit from your bank account. 
  • You can pay your premiums via our secure online payment system using your credit or debit card. Paying online is fast, easy and secure. We accept Visa, MasterCard, and American Express cards. To pay online, please click here
  • Alternatively, just call us on 0800 801 814 to arrange payment over the phone

What is my Car’s Amount Covered?

This is the maximum amount we’ll pay for loss or damage to your car caused by an insured event, less any deductions or excesses that apply.  It includes the value of any accessories or modifications and GST.

For Everyday Plus (comprehensive) and Third Party, Fire and Theft covers, your Amount Covered will be shown on your current policy schedule. Your Amount Covered may change each time you renew your policy to allow for the depreciation of the value of your car.  
 
For Third Party Property Damage cover, there is no Amount Covered. Instead, if your car is damaged by an uninsured driver, we pay the market value of your car up to a maximum of $5,000. 
 
Is the Amount Covered the same as an agreed value?

When your car is insured under our Everyday Plus comprehensive policy, the Amount Covered on your policy schedule is also the agreed value that we’ll pay to you if your car is written off or stolen and not recovered. We will still deduct any applicable excesses. 

 
When do I pay an excess when I make a Car Insurance claim?

An excess is the amount you have to pay for each event when you make a claim.

When you’ll be required to pay an excess
You’ll pay an excess when you or the driver of your car are at fault and you make a claim. The total excess you’ll pay is determined by the circumstances of your claim. In some cases you may have to pay more than one type of excess when you make a claim. 
 
When you won’t be required to pay an excess
You won’t have to pay an excess for an incident where we agree that you or the driver of your car wasn’t at fault, and you can give us the details that will enable us to identify the other driver.
 
What excesses apply to my Car Insurance policy?

Your current policy schedule will show the types of excess that you might have to pay if you make a claim. Depending on the circumstances, you might have to pay more than one type of excess when you make a claim. The different types of excess are:

  • Standard excess:  This is a standard excess that applies to all claims unless otherwise stated in the policy document.
  • Voluntary excess (Comprehensive only): You can choose a voluntary excess from the range we offer to reduce your premium. This excess applies to all claims in addition to the standard excess.
  • Age excess: This applies if a driver under 25 years old was driving, using or in charge of the car at the time of an accident. This excess is in addition to any other excess that applies.
  • Inexperienced driver excess: This applies if an inexperienced driver was driving, using or in charge of the car at the time of an accident. This excess is in addition to any other excess that applies.  An inexperienced driver is someone who is 25 years old or over and hasn’t held a driver’s licence specific to the car type for at least the past two years.
  • Driver history excess: This excess applies if a driver who is listed on the car insurance policy has had their licence cancelled, suspended, disqualified or restricted. This excess is in addition to any other excess that applies.
Remember, you must tell us about anything that may affect the policy, such as changes to a drivers licence conditions, or any convictions that a driver of your vehicle has. 
 

Do you offer Car Insurance in Christchurch?

Yes, subject to normal acceptance criteria, Warehouse Money can provide car insurance throughout all of Christchurch.

If I make a car insurance claim, how do I pay the applicable excess?

When you make a claim, there are various ways that you can pay the excess.

  1. we can choose to deduct the applicable excesses from the amount we pay you,
  2. we can choose to deduct the excesses from the amount we pay to another person for loss or damage to their property,
  3. we can ask you to pay the excesses to us, or
  4. we can ask you to pay the excesses to the appointed repairer or supplier.
We may require you to pay the excesses in full before we pay your claim or provide any benefits under your policy.
 
How to make a claim
Before you make a claim there're a few steps you can take to ensure your safety and/or prevent any further loss or damage.
 
Step 1: Safety first
Make sure everyone is safe. If anyone is injured, call 111 immediately to get medical help.
 
Step 2: Prevent further loss or damage
You must do everything you reasonably can to limit and prevent further loss or damage (e.g. move your car off the road and put on your hazard lights).
 
Step 3: Report the incident to the police
If someone’s been injured, stuff has been stolen or someone’s attempted to steal anything, or maliciously damaged your car, call the police immediately and record the time, date, report number and the name of the attending officer.
 
Step 4: Get details
Collect details of all drivers, passengers and witnesses - you’ll need these when you call us. Make sure you have their full names, addresses and phone numbers. If another vehicle is involved, record its registration number and the driver’s insurance details. Don’t admit fault to anyone.
 
Step 5: Get in touch with us
Contact us as soon as possible on 0800 801 814. Make sure you have the details of the event at hand to assist us with lodging your claim.

If your car needs to be towed, we can help arrange this for you and have it towed to a repair facility, or another location nominated or agreed to by us.

Call us on 0800 801 814 and we'll get your claim underway over the phone. Simple claims like a chipped windscreen can be fixed by Smith & Smith or Novus without you contacting us!

If you need help, just call us on 0800 801 814


What do I do if my car causes damage to other people’s property?

If your car causes damage to other people’s property, contact us as soon as possible on 0800 801 814.

You must also tell us immediately about any demands made on you to pay any cost to cover loss, expenses or compensation to others, any court or tribunal actions or offers of settlement. If you don’t tell us immediately, any further costs incurred may have to be paid by you.

How do I get my car repaired?

Just get in touch with us and we can help you with that. In most cases we’re able to direct you to one of our recommended repairers.  The repairer can arrange an assessment and organise repairs to your car.

 
Are my car repairs guaranteed?

For repairs that we arrange through our approved repairers, the quality of the materials and workmanship are guaranteed for the life of your car, while you own it.  

If a defect arises during this time as a result of faulty materials or workmanship, then we’ll fix this problem.

 
Am I required to provide any additional information after I get my car insurance and/or when I renew it?

Your policy document and renewal documents have information about when and what information you may need to tell us. Please read these documents carefully.

You’ll also need to tell us if there’s been any changes in your circumstances which may have an impact on your insurance policy. For example, if you’ve made any modifications to your car or have received demerit points, you must tell us as soon as possible so that your insurance cover is up to date.
 
You have a duty of disclosure that applies before you enter into a policy of insurance with us, and each time your policy is renewed.  In order to comply with your duty of disclosure you need to: 
  • provide correct and complete answers to the questions that we ask;
  • tell us about anything else that is material or relevant to our decision to insure you, or which may affect the terms and premium we apply.
If at any time you believe that there is something that you have not told us or which is incorrect, you should contact us immediately to discuss this.

How do I pay my car insurance premiums?

Payment frequency

  • We have flexible payment options that allow you to pay your premiums fortnightly, monthly or annually.
Paying your premiums
  • You can pay in instalments via direct debit from your bank account. 
  • You can pay your premiums via our secure online payment system using your credit or debit card. Paying online is fast, easy and secure. We accept Visa, MasterCard, and American Express cards. To pay online, please click here
  • Alternatively, just call us on 0800 801 814 to arrange payment over the phone


What happens with my car insurance at renewal time?

You’ll l receive a renewal notice about four weeks before the renewal date shown on your current schedule. The renewal notice outlines the amount payable, the payment options and the next steps.

You’ll also receive your Policy Schedule, which outlines your policy details including type of cover, sum insured, excess amounts and any optional covers you chose.

Important things to note:
  1. Please ensure the information on your Policy Schedule is correct.
  2. Make sure you have an adequate level of cover for your car.
  3. If you’d like your car to remain covered, you must pay for your insurance by the due date shown on the renewal notice.

If you have any questions about your cover or you need to make any changes, contact us on 0800 801 814 during business hours.


Is GST included in the Amount Covered for my Car Insurance?

Yes, the Amount Covered includes GST.


How do I cancel my Car Insurance policy?

You may cancel your policy at any time. If you cancel your policy, you’ll be refunded the unexpired portion of the premium if it’s more than $10. The cancellation will take effect from the time that we receive your request to cancel the policy. You can cancel your policy using any one of these methods:

Phone us on 0800 801 814
Write to us at Warehouse Money, Private Bag 92120, Victoria Street West, Auckland 1142 
 
How do I change the debit card, credit card or bank account that my car premiums are being paid from?

To change your debit card, credit card or bank account details, give us a call on 0800 801 814 and we’ll be happy to help you.

 
Home, Contents and Landlord Insurance
 
 
How do I determine the amount I need to insure my home for?

For most, the home is the biggest asset so when you get insurance, you need to make sure that you have enough cover to replace or repair your home.

There are several ways that you can use to determine the cost of rebuilding your home. You could hire a Quantity Surveyor or Valuer, or you can use the Cordell free online calculator
 
Here are things to consider when you get home insurance:
  1. Your home and features: The type of home you have and where it is located affects its rebuild cost. Other features  on your property such as driveways,  pathways, decks, verandas, fences, garages,  carports, and pools also affect the cost of rebuilding your home
  2. Site clearing: Removing and demolishing damaged parts of your house and clearing the building site adds a substantial cost to rebuilding costs.
  3. Service fees: You’ll also need to allow for costs to cover legal, architect and council fees.
The Sum Insured includes GST.
 
By determining your Sum Insured with the Cordell Calculator, or if you use the rebuild cost provided by a valuer or quantity surveryor, you’ll also qualify for SumExtra – which means your insurance cover goes even further. Read your policy document for more information on how to qualify for SumExtra.
 
What does Contents Insurance cover?

Contents Insurance can repair or replace your furniture, electronics, personal belongings and other items which are normally kept in your home.

Everyday cover gives protection from defined events such as theft and fire, while Everyday Plus gives more comprehensive cover and adds protection from accidental damage and loss.

There are two products to choose from – Everyday Home and Contents and Everyday Plus Home and Contents. Please refer to the Everyday Home and Contents and Everyday Plus Home and Contents policy documents for full details on these products.
 

What does Home Insurance cover?

Home Insurance covers costs to repair or rebuild your house, surrounding buildings on your property and other improvements to your property in the event that they are damaged by an unforeseen event. 

There are two products to choose from – Everyday Home and Contents and Everyday Plus Home and Contents. Please refer to the Everyday Home and Contents and Everyday Plus Home and Contents policy documents for full details on these products.


What is SumExtra?

SumExtra is a benefit in our home policies that provides Everyday Plus policyholders extra cover at no extra cost, and it's an optional benefit you can purcahse if you have an Everyday Home Insurance policy.

Loss by natural disasters
If your home is damaged or destroyed in a natural disaster and your Sum Insured isn’t enough to pay for the repair or rebuild, with SumExtra you’ll receive up to 10% of your Sum Insured as extra cover.

Any other loss
If the loss to your home is caused by an event other than a natural disaster, with SumExtra you’re covered for the costs to repair or replace your home, even if the cost exceeds the Sum Insured.

Please read your policy document for more information on how to qualify for SumExtra.


How do I determine the amount I need to insure my contents for?

If your belongings are stolen or damaged beyond repair and we decide to replace them, we’ll replace them with a new items, regardless how old the contents were – this is called “new for old replacement”.

One way that might help you calculate the new for old replacement value of your contents is to use our handy Contents Valuation Guide and walk around the home, room by room, and place a new for old value against each of the items you want to insure. Add up the total new for old replacement value of all contents that you’ve listed. The total is your Sum Insured.  

Each year, it's worthwhile reassessing your contents and consider what items you don’t own anymore and any new items you may have purchased during the year. Reevaluate your Sum Insured and give us a call on 0800 801 814 to update the Sum Insured accordingly. Unless you’re downsizing your home, the Sum Insured usually needs to be increased each year.
 

Will the full Sum Insured be paid if there is a total loss to my home or contents?

We’ll pay up to the Sum Insured to settle your claim, except where the SumExtra benefit applies to increase payment for loss or damage to your home.

If the cost to replace your contents or rebuild your home is less than the Sum Insured, then the cost of replacing these items is the maximum we’ll pay.

For example if your Sum Insured for your home is $400,000 and the cost to rebuild your home is $350,000 following a total loss, we’ll pay $350,000 (less any applicable excesses).

On the other hand, if your Sum Insured for your home is $400,000 and the cost to rebuild is $450,000, the most we’ll pay is $400,000, unless you qualify for the SumExtra benefit.

Is loss or damage caused by a defect at the home covered under my policy?

 

Yes, gradual damage is covered under the Everyday Plus Home and Contents policy, but only if the gradual damage is from water leaking or overflowing from any internal water system/pipe which was hidden from view and which you weren’t aware of it. You can’t claim for the cost of fixing the pipe, but you can claim for the loss or damage caused by the leak.
 
However, if you knew or should reasonably have known about the leak at your home, we won’t cover loss or damage that this has caused. For example, if a faulty fitting on a hidden water pipe suddenly bursts, damage caused by the water would be covered under your Everyday Plus Home and Contents policy, but the faulty fitting itself wouldn’t be.
 
Are my carpets covered by my home or my contents insurance?

Fixed carpets (glued, tacked or smooth-edged) are covered as part of your Home Insurance policy.

Loosely laid carpets and rugs are covered as part of your Contents Insurance policy.

Is my home covered while I am away on holiday?

Yes, your home is covered if it's unoccupied, provided that the home is under regular supervision and looked after.

However if it’s unoccupied for more than 60 consecutive days an additional excess will apply to any claimable event that happens during the period while you're away.

Please see the policy document for more details.


For contents insurance, what does new for old replacement mean?

If your belongings are stolen or damaged beyond repair and we decided to replace them, we’ll replace them with a new items, regardless how old the contents were. Please see the policy document for more details.


For Home and Contents Insurnace, what is Legal Liability cover?

Legal Liability covers the cost to pay compensation for damage caused to other people’s property.

Example of Legal Liability cover in Home Insurance
If you’re a homeowner and you cause a fire at your own home, which then spreads and damages your neighbour’s property, your policy provides cover for liability you have for the damage to the neighbour’s property caused by this fire. 
 
Example of Legal Liability cover in Contents Insurance
If you’re renting a home, and you accidentally damage part of your landlord’s house or furnishings, your contents policy provides cover for replacing or fixing the damage you caused.
 
Your Warehouse Money Home and Contents policy provide you with up to $2 million Legal Liability cover.
 
If I make a home and contents insurance claim, how do I pay the applicable excess?

When you make a claim, there are various ways that you can pay the excess.

  1. we can choose to deduct the applicable excesses from the amount we pay you,
  2. direct you to pay the excesses to us, or
  3. direct you to pay the excess to the appointed repairer or supplier.

We may require you to pay the excesses in full before we pay your claim or provide any benefits under your policy.


What should I do when I need to make a Home and Contents Insurance claim?

Before you make a claim, there're a few steps you can take to ensure your safety and/or prevent any further loss or damage.

Step 1: Safety first
Make sure everyone is safe.  For emergencies please call 111.
 
Step 2: Prevent further loss or damage 
Try to prevent further loss or damage. If possible, take reasonable steps to prevent further loss or damage or liability.
 
Step 3: Report the incident to the police 
Immediately report any theft and malicious damage to the police. Give them a list of all stolen or damaged items. Keep details of the date reported, name of the police officer, police station reported to and the report number.
 
Step 4: Get in touch with us 
Contact us as soon as possible.  You can call us 24 hours a day on 0800 801 814.  We’ll help you through the claims process.  While simple claims might be resolved in just one phone call, with more complex events such as a burglary or house fire, we can provide more personal support to help you through.
If you need help, just call us on
Phone us on 0800 801 814
 
Do you offer Home and Contents Insurance in Christchurch?

We can offer insurance to many customers in Christchurch, although there’re some restrictions. 

Warehouse Money Home, Contents and Car Insurance is underwritten by Vero. Vero is, and has been, involved in the rebuild of Christchurch and continues to offer insurance in Canterbury.
 
Subject to normal acceptance criteria, we can provide insurance as follows:
  1. Car insurance at any location throughout all of Christchurch. 
  2. Contents insurance in all areas except the CERA Red Zone (provided the home the contents are in, is secure and weather tight).
  3. Home Insurance on homes that:
    a. were built after 30 April 2011; or 
    b. are in CERA TC1 or TC2 areas and did not suffer any earthquake damage.
It’s unlikely Vero will be able to offer insurance on homes outside the acceptance criteria listed above. This also means that you may not be able to complete your application online and you’ll need to call us on 0800 801 814 to complete your application over the phone.

What we’ll ask you to provide us with

When you call us, we’ll ask you to provide us with full details of the property’s history, including the earthquake damage sustained and the repairs completed. We’ll then review this information and assess your application and tell you if we can provide you with insurance.
 
How do I change the credit card or bank account that my Home and Contents Insurance premiums are being paid from?

To change your debit card, credit card or bank account details, give us a call on 0800 801 814 and we’ll be happy to help you.


How do I pay for my Home and Contents Insurance premiums?

Payment frequency

  • We have flexible payment options that allow you to pay your premiums fortnightly, monthly or annually.
Paying your premiums
  • You can pay in instalments via direct debit from your bank account. 
  • You can pay your premiums via our secure online payment system using your credit or debit card. Paying online is fast, easy and secure. We accept Visa, MasterCard, and American Express cards. To pay online, please click here
  • Alternatively, just call us on 0800 801 814 to arrange payment over the phone

Am I required to provide any additional information after I get my insurance and/or when I renew it?

Your policy document and renewal documents have information about when and what information you may need to tell us. Please read these documents carefully.

Before you enter into a policy, and each time it is renewed, you need to comply with your duty of disclosure.  This requires you to disclose everything you know, or could reasonably be expected to know, which is or may be relevant to our decision to insure anyone under the policy, and on what terms and premium.  This includes things that we haven’t specifically asked you about.
 
You’ll also need to tell us if there’s been any change in your circumstances which may have an impact on your insurance policy. 
 
For example, if you’ve renovated your home or if you have purchased new furniture or appliances, this may have an impact on your home and contents sums insured. You must tell us as soon as possible so that your insurance cover is up to date.
 
How do I cancel my Home or Contents Insurance policy?

You may cancel your policy at any time. If you cancel your policy, you’ll be refunded the unexpired portion of the premium if it’s more than $10. The cancellation will take effect from the time that we receive your request to cancel the policy. You can cancel your policy using any one of these methods:

Phone us on 0800 801 814
Write to us at Warehouse Money, Private Bag 92120, Victoria Street West, Auckland 1142 
 
Help when you need it
We’re here to help. If you have any questions, here's how you can contact us:
Monday to Friday 8am – 5:30pm
Saturday 9am - 5pm
Phone us on 0800 801 814
 
What excesses apply to my Home and Contents Insurance policy?

The policy document and your current policy schedule will together show the types of excess that you might have to pay if you make a claim. Depending on the circumstances, you might have to pay more than one type of excess when you make a claim. There are different types of excesses.

  • Standard Excess. This excess applies to all claims (unless otherwise noted in the policy document and your policy schedule). You can choose a higher excess to reduce your premium. The standard excess for your home could differ to the standard excess applied to your contents.
  • Additional Excess.  In some cases, we may apply an additional excess based on our assessment of the risk. This excess is payable in addition to any other excess unless stated otherwise in the policy document or your policy schedule.
  • Natural Disaster Excess. This excess applies in addition to any other excess if you make a claim as a result of natural disaster for loss or damage to items of your home that are not insured under the Earthquake Commission Act.
  • Unoccupied Excess. This excess applies in addition to any other excess, unless stated otherwise in the policy document, if, at the time of the loss or damage covered by your policy, the home has been unoccupied for more than 60 continuous days.
When you make a claim, there are various ways that you can pay the excess.
  1. We can choose to deduct the applicable excesses from the amount we pay you
  2. We can direct you to pay the excesses to us, or
  3. We can direct you to pay the excess to the appointed repairer or supplier.
We may require you to pay the excesses in full before we pay your claim or provide any benefits under your policy.
 
What happens with my home and contents insurance at renewal time?

You’ll receive a renewal notice about four weeks before the renewal date shown on your current schedule. The renewal notice outlines the amount payable, the payment options and the next steps.

You’ll also receive your Policy Schedule, which outlines your policy details including type of cover, sum insured, excess amounts and any optional covers you chose.
 
Important things to note:
  1. You must ensure the information on your Policy Schedule is correct.
  2. Make sure you have an adequate level of cover for your home and contents.
  3. If you’d like your home and contents to remain covered, you must pay for your insurance by the due date shown on the renewal notice.
 
If you have any questions about your cover or you need to make any changes, contact us on 0800 801 814 during business hours.

 

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