Important information to prepare for disasters, the recovery response and staying safe.
FMG was formed in 1905 by farmers for farmers. During this time, we’ve seen our fair share of disasters. We have the experience and expertise to support our clients and get them back up and running after disaster strikes.
Safety first
Your safety is the priority. If you are in an area affected by volcanic activity, it is important you follow the advice and directions of your local authorities.
Volcanic activity can generate ashfall, which is most likely to be the largest hazard.
If ashfall is expected for your region
Keep yourself informed
- Always follow the advice of your local authorities, Civil Defence and emergency services.
- Visit the Get Ready website for more information on what to do and how to be prepared.
- Consult the Ministry of Health website to find out more on how to keep yourself and your family safe.
- In the event of volcanic activity, Geonet will provide ashfall forecasts for your region. The media should also communicate these.
Keep yourself safe
- Stay indoors if you can. If you need to go outside:
- wear protective clothing, eye protection, and masks, as ash and gas may be in the air
- keep any ash contact with your body to a minimum
- avoid wearing contact lenses during this time as ash can irritate these and could cause injury.
- Avoid travelling unless it is necessary.
- If you have been evacuated, do not return to your property unless a central or local authority (such as the New Zealand Government and Civil Defence) has advised that it is safe to do so.
Protecting your property
- Close your windows, skylights, doors, pet doors and any air vents.
- Turn off your heat pumps and air conditioning units to limit ash entering your home. Cover the outdoor unit to protect it from damage.
- Seal your windows where possible by using a thick tape anywhere a draught can get in.
- Remove all items from outdoor clothes lines.
Cover your property, including your:
- Machinery, vehicles, and outdoor equipment. Move your outdoor furniture undercover or into your garage if possible.
- Vehicles - volcanic ash can corrode metal surfaces and cause damage to windscreens and paintwork.
- Electronics (including televisions) and do not uncover until your home is completely ash-free.
- Water tanks and water storage systems, and disconnect any roof-fed water supplies as ash can pollute your water. Cover any swimming and spa pools, and turn off any pumps/filters.
- Chimneys and solar panels if it is safe to do so.
Other important notes
- Keep your pets inside. For further guidance regarding your pets and livestock consult the MPI website.
- If it is possible do not drive. If you do need to drive, avoid using your windscreen wipers (if it is safe to do so) as this can cause scratching. Turn off your vehicles’ ventilation system, use your headlights and go as slowly as you can – ash can make driving surfaces slippery and cause visibility issues so take it easy.
Risk of damage during volcanic activity or eruption
During volcanic activity or eruption, ashfall is most likely to be the most widespread hazard. Volcanic ash is abrasive, corrosive, electrically charged, and does not dissolve in water.
Volcanic ash can cause:
- Damage to structures and roofing collapse (from heavy or wet ash)
- Metal corrosion
- Slippery surfaces
- Reduced visibility
- Dents (larger pieces of ash)
- Ventilation system blockages
- Contamination and damage to soil and plants
- Contamination and damage to water tanks and storm water systems
- Damage to downpipes and guttering, especially if there is rainfall soon after ashfall (as the ash does not dissolve)
- Damage by scratching during the cleaning process.
There is a possibility of:
- Damage from lava or rock fragments
- Heat damage from the proximity of lava flow
- Compromised rural effluent disposal fields due to inundation
- Damage to finishes from exposure to chemically reactive volcanic ash
- Destruction of buildings from the volcanic eruption or fire.
The clean up after volcanic activity
The Do’s
- Always follow health advice and ensure you wear appropriate Personal Protection Equipment (PPE).
- You can utilise a vacuum or a damp cloth to remove ash gently from indoor surfaces. Remember, the ash can be corrosive and hard on materials so if you choose to vacuum, use an old one if possible as it may cause damage to the vacuum cleaner.
- If a third party or the council remove the ash from your property, they may invoice you directly for this service. If you are able to dispose of the ash yourself, please ensure you consult with authorities on council regulations and health and safety. Always keep your receipts of any ash disposal as you can claim for reimbursement.
The Don’ts
- Do not begin your clean up until you have received advice from Civil Defence or a local authority. They will advise you on how ash can be safely removed from your property and the disposal process. Not all ash is the same - some ash can be highly toxic, so you may receive advice to engage contractors due to health and safety risks.
- Ash can be very dangerous, so if volcanic activity is ongoing, avoid cleaning or coming into contact with ash.
- Ash is very slippery, so avoid cleaning areas that are high off the ground (such as roofing) until you have received advice on doing so.
- Ash is very abrasive, so do not rub vigorously while cleaning.
Make a claim
Your claim is made up of an insurance claim and Natural Hazards Commission (NHC, previously known as the Earthquake Commission or EQC) claim (NHCover claim).
The easiest way to start your claim is by calling our Specialist Claims Team on 0800 366 466. Our team will support you with this process, provide further information, and clarify the next steps.
In a disaster, we may see a high influx of claims and longer wait times on our phones. In this scenario, we will prioritise customers who are vulnerable or cannot return to their homes.
Claim guide
Need support urgently?
If you need urgent assistance, your home is unliveable or you are experiencing vulnerability, please let us know so we can prioritise your claim. Depending on your policies with FMG, you may be eligible for a Temporary Accommodation benefit which could assist you with living elsewhere.
Check FMG Connect or your policy documents and get in touch to see how we can support you.
Keeping it simple
We’ll take care of your NHCover claim too
If you have your house insurance policies with FMG and your land or residential building is damaged by volcanic activity, you may be eligible to make a NHCover claim.
We will manage your house claim along with your NHCover claim (on behalf of NHC).
Frequently asked questions
General*
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A large event can have a huge impact on not only our team, but assessors and tradespeople in your area. We will always endeavour to complete your claim as fast as possible, but it may take longer than normal.
Those who are vulnerable or whose house is unliveable will be prioritised, alongside those who are in highly impacted areas.
Our aim is to get you back on your feet and up and running as fast as possible.
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An excess is the amount you pay towards your claim. Depending on how we settle your claim, excess payment options can vary. If you are getting repairs done, you may need to pay your excess to the repairer or supplier. If we cash settle your claim, the excess will be deducted off the total amount you are paid. To find your excess amounts, check your policy certificate.
A volcanic eruption is defined as a Natural Disaster in FMG Policy Wordings so the Natural Disaster Excess shown on your policy certificate will apply.
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In a large event, you may need to lodge multiple claims across your different policies. In this case you will pay only one excess (whichever one is the highest). This rule does not apply to NHCover claims, where a separate excess will apply to each claim.
We will discuss the specifics of your claims and potential excesses with you, as every claim is different.
*This information is not intended to replace your policy wording, so please remember to check your policy documents or talk to us if you are unsure.
NHCover Claims*
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The Natural Hazards Insurance Act 2023 (NHI Act) provides NHCover, which is insurance for damage caused by certain types of natural disasters, including volcanic eruption, to residential buildings and land. We now make things easier for you by managing both the NHC and FMG components of your claim. This means you lodge your NHCover claim with FMG and our dedicated team of claims handlers with experience will manage these claims for you.
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You have NHCover if you have a house insurance policy that includes fire insurance (and most do). The premium you pay includes the Natural Hazards Insurance levy (NHI Levy), which gives you access to this NHCover.
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Your NHCover applies to residential land that’s within your property boundary and includes limited cover for:
- The land under your home and detached buildings (such as your shed or garage)
- The land within eight metres of your home and detached buildings
- The land under or supporting your main driveway, up to 60 metres from your home (but not the driveway surfacing).
NHC cover also provides cover for:
- Bridges and culverts within those defined areas above
- Some retaining walls.
Farmland (such as paddocks) and commercial land is not covered by the NHC.
*A separate excess will apply to each NHCover claim lodged. This will be discussed with you prior to the settlement of your claim; you can also find a detailed breakdown of NHCover on the NHC’s website.
House
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Once you have lodged your claim and local authorities have deemed it safe to re-enter the area, we can get started.
We will appoint an assessor to your claim who will either assess the damage on site or remotely, and will agree with you on the scope of the claim and an approximate cost to repair it, otherwise known as a “Scope of Works”.
Once this step is complete, we will discuss your claim settlement options with you.
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We prioritise our clients who are experiencing vulnerability, their house is unable to be lived in, or who have been evacuated. Please get in touch with us as soon as you can so we can get things started to get you back on your feet. We can also check your policies to see if you are eligible for a Temporary Accommodation or Employee Rehousing benefit.
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You can complete temporary repairs to make your house weather-tight or safe, such as boarding up broken windows, but please take photos before you do. Contact us before you engage any tradesmen or complete any non-urgent repairs on your property.
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We recognise everyone’s needs differ, so if your house becomes unliveable let us know what your temporary accommodation needs are so that we can ensure they meet the terms of the cover in your policy.
You will need to organise your temporary accommodation or employee rehousing, and any accommodation agreement made will be between you and your accommodation provider.
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Do not enter an unsafe building or cordon. If you believe your house may have sustained damage, please contact us directly and we can advise how your insurance policies can help. Once it is safe to access your house and you can check if there is damage, we will confirm the next steps for your claim.
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Your safety is the priority. We do not recommend you access your roof or anything high above the ground, as ash can become very slippery and may also contain contaminants that can be harmful to your airways if inhaled.
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Please avoid cleaning your swimming pool yourself and consult with a specialist before doing so. Using your own pool equipment can cause damage, so it is best to utilise a suitable external pump.
Contents
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Once you have contacted us to make your claim, the next step is to start documenting your lost or damaged items on your Loss Schedule. If you are unable to contact us immediately, you can still proceed to document these items.
Where you can, note the items’ age, model numbers, manufacturer, purchase dates and price. It is helpful to also photograph these items to assist with your Loss Schedule.
Once you have completed your Loss Schedule, please send it through to us at claims@fmg.co.nz with your claim number in the subject line, and we will be in touch to get your claim settled.
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Absolutely! This will assist with your Loss Schedule and will speed up the claims process for you. Photograph any damaged belongings or property whenever you can.
The best way to photograph the inside of your house is to stand in each corner of the room and take the photo facing towards the middle of the room (four photos per room). This will capture the entire floor area and provide our claims team with a full picture of the losses incurred. You cannot take too many photos!
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There are several variables when it comes to the disposal of your damaged property, and the best way is to consult with your regional council first. They may provide skip bins or have information on refuse stations to use if the event has affected multiple households.
If you have your household contents insured with FMG, we cover the cost of removing damaged contents from your home. Speak to us first to find out what is covered. We will pay up to the amount shown on the certificate for any one event.
Please remember, until we have had a chance to assess your claim, only throw away spoiled food and ensure you document it on your Loss Schedule before you do.
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Do not enter an unsafe building or cordon to retrieve your contents. If you believe your contents may have sustained damage, please contact us directly and we can advise how your insurance policies can help. Once it is safe to access your property and you can check whether your contents are damaged, we will confirm the next steps for your claim.
Vehicles
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Once you have lodged your claim, we will refer you to an assessor or local repairer who will view, photograph, and assess the damage and work out the scope and cost of repairs. We then review this assessment and decide if your vehicle is economic to repair or not.
Once this step is complete, we will then discuss settlement options with you.
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Volcanic ash can corrode metal surfaces and paintwork. It can also be very abrasive and cause damage to your windscreens and paintwork while cleaning.
If there is ash outside or you have had ashfall on your vehicle, please avoid driving as the roads may be slippery, and avoid cleaning your vehicle as this can cause more damage.
If you have cover for the damage under your policy, your vehicle will be cleaned after it has been towed, as part of the assessment. Please note, it may take a while for your vehicle to be towed as the roads will be slippery while volcanic activity is occurring.
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If your vehicle is badly damaged do not drive it.
Depending on the severity of the damage we may arrange a tow for your vehicle, so you do not have to drive your vehicle to the repairer for assessment. Please do not drive your vehicle until it has been given the all-clear by a repairer.
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If your vehicle is being towed, ensure you remove any personal items from the vehicle if it is safe to do so.
If your contents policy is with FMG, we can discuss cover for any items that were damaged whilst inside your vehicle. Please note these on your Loss Schedule. Please ensure you lock your vehicle with no keys inside; the towing team will be in touch with you to pick these up instead.
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Do not enter an unsafe building or cordon to retrieve your vehicle. If you believe your vehicle may have sustained damage, please contact us directly. Once it is safe to access your vehicle, we will arrange with you to have your vehicle assessed and confirm the next steps for your claim.
Farm Buildings
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Once you have lodged your claim, we will determine if an assessor is required to assess the damage on site or remotely, or if the claims handler is able to manage your claim using photographs of the damage and repair quotes.
We will then reach an agreement with you on the scope of the claim and an approximate cost to repair it, otherwise known as a “Scope of Works”. Once this step is complete, we will discuss your claim settlement options with you.
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Do not enter an unsafe building or cordon. If you believe your building may have sustained damage, please contact us directly and we can advise how your insurance policies can help. Once it is safe to access it and you can check if there is damage, we will confirm the next steps for your claim.
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If you have sustained damage to your farm building (e.g. your dairy shed) and are unable to continue with your farming operations, you may be covered for financial loss such as income, rent or increased costs of working due to this loss.
There are various policies that can help depending on your financial loss, such as Business Interruption and Farm Contents, so contact us to discuss which of your policies may be able to help.
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Your farm fencing is covered for damage caused by volcanic eruption if you have purchased the Natural Disaster Optional Benefit for your farm fencing. Please contact us directly and we can advise what you are covered for.
The first step is to lodge your claim with FMG before repairing the affected area. Our team will advise you whether you can proceed with repairs.
If repairs are required urgently and before you can contact us, please photograph any damage, and outline on a farm map where the damage has occurred. Please keep your receipts for materials that you have purchased, and if you have engaged a contractor to repair the fencing, please keep all invoices as it will assist your claim.
Commercial Buildings
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Once you have lodged your claim and local authorities have deemed it safe to re-enter the area, we will determine if an assessor is required to assess the damage on site or remotely, or if the claims handler is able to manage your claim using photographs of the damage and repair quotes.
We will then reach an agreement with you on the scope of the claim and an approximate cost to repair it, otherwise known as a “Scope of Works”.
Once this step is complete, we will discuss your claim settlement options with you.
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Do not enter an unsafe building or cordon. If you believe your building may have sustained damage, please contact us directly and we can advise how your insurance policies can help. Once it is safe to access it and you can check if there is damage, we will confirm the next steps for your claim.
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Business Interruption insurance covers certain types of financial losses and increased costs of working that result from insured damage to your building.
You must have a Business Interruption policy in place to lodge a claim. To see if you have selected this cover, please refer to your policy certificate or FMG Connect, or contact us directly for more information.
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Depending on your policy, you may be covered for ash removal following volcanic activity. As part of our Material Damage policy wording, we will pay the reasonable costs for:
- Disposing of debris from the location and immediate adjacent area including any solid, liquid or gas whether or not this debris is part of your commercial building.
- Clearing, cleaning and repairing gutters, drains and equivalent property.
You will need to check your policy document or check with one of the FMG team to see if you have this cover under your policy.
Livestock*
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Livestock individually specified on your Livestock Policy Certificate are insured for death caused by volcanic eruption. Livestock not individually specified may also be covered for death caused by volcanic eruption while housed in buildings or yards.
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Collecting as much information as you can regarding your stock is important. It can be very distressing dealing with stock loss, however there is further information we require to assist your claim:
- Photos of stock carcasses,
- Cause of death (vet),
- Valuations of stock (stock agent),
- Quotations for stock (stock agent),
- If you have high value animals that you have lost, receipts of purchase/sales slips can assist with substantiating the value of the animals, and
- Stock reconciliations from your accountant can also be helpful to determine the number of stock unaccounted for.
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After collating the information required for your claim, you can consult with your regional council to ensure you dispose of these animals within the council guidelines.
See DairyNZ for useful information on dead stock disposal.
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You are not covered for the recovery of your livestock or assistance to save your livestock under FMG’s livestock policy wording. Exposure is not part of the policy, so it is best to listen to advice from MetService and Civil Defence and move stock to safer ground if possible before an event occurs.
*The first step is to follow the instructions and advice from the Civil Defence, NZ Government, and your regional council. Your safety is the priority, so please do not put yourself at risk by assisting your stock while an event is occurring.
If you have a Livestock Policy and you have suffered stock loss following the event, please contact us to lodge your claim. Once we have your claim underway, there are some key pieces of information you can collect to assist with your claim.
Orchard Fruit
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If you have chosen to insure your orchard fruit, you are covered for any growing fruit directly impacted by volcanic eruption.
Trees and land are not covered.
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Please do not begin the clean-up of your orchard fruit until you have been advised it is fine to do so by an assessor. Once they have confirmed acceptance of your claim, they will advise you of the next steps.
Crop
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Your growing crop is not insured for loss connected in anyway with volcanic eruption.