Home · How we help · Making a claim
We're there when it matters most.
Anyone can hand you a policy on day one. The real test is what happens when you ring at 8pm because something's gone wrong. This is the part of our job we take most seriously.
The promise
You ring us. We do the rest.
No call centres, no chat-bots, no forms to fill in at 11pm. The same small team who set up your cover are the ones who get it paid. That's the whole point.
How a claim works with us
Five steps. Mostly ours, not yours.
You ring
Same office number. Real person. We'll listen, ask a few practical questions, and tell you exactly what happens next.
We notify the insurer
We lodge the claim, request the right forms, and let the insurer know we'll be handling the back-and-forth on your behalf.
We chase the paperwork
Medical reports, employer letters, financials, treatment records, we tell you exactly what we need, then we go and get the rest.
We push it through
Most claims are settled by negotiation with the underwriter, not the form on the insurer's website. That's where decades of relationships earn their keep.
You get paid
Direct to your account. We follow up to make sure the cover is restructured properly for whatever's next.
Why this is rare
Most advisers walk away at claim time. They shouldn't. We don't.
The reality
Claims can be hard to navigate on your own.
The forms are long and the language is technical. Without someone who knows how the policies are written, it's easy to under-claim or get stuck, simply because the process is built for experts, not for people going through a tough time.
What we add
Translation, advocacy, persistence.
We know how the policies are written, what the underwriters look for, and which calls to make. That gets more claims paid, faster, with less stress.
What it costs you
Nothing extra. It's already in the price.
Claims support is part of the service we provide for every client, every time. Your premium pays the insurer. The insurer pays us for the policy. We pay it forward at claim time.
Recent claims
The kind of work we do at claim time, without naming names.
Trauma claim · Christchurch family
A husband was diagnosed with bowel cancer. We lodged the claim within 48 hours, gathered specialist reports over the following month, and the trauma payout cleared the family's mortgage while he focused on treatment.
Outcome · Paid within 6 weeks of diagnosis.
Income protection · Tradie, Selwyn
A back injury kept a self-employed builder off the tools for 14 months. Monthly income-protection payments kept the household running while he rehabbed. We handled all communication with the insurer and the orthopaedic specialist.
Outcome · Monthly payments for 14 months, claim closed cleanly when he returned to full work.
Key-person · Christchurch SME
A founding director died unexpectedly. Key-person cover paid the company a lump sum the same week, which funded interim leadership and a planned recruitment process without forcing a sale of the business.
Outcome · Business continued trading, family fully bought out under the shareholders' agreement.
If something's happened, ring us first.
Even if you're not sure it's a claim. A two-minute conversation is enough to tell you whether it is, and what to do next.
Not yet a client?
If you've been turned down on a claim elsewhere, or your adviser has gone quiet, we'll often take a second look at no cost.