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 where a wildfire occurs, the best option is to leave as early as you can. If you come across a fire, smoke or anything suspicious, let the emergency services know as soon as possible.
In the event of a wildfire, follow the directions and advice of your local authorities. If you have been told to evacuate, it is also important to not return to your property unless your local authority (Fire and Emergency New Zealand, Civil Defence or the New Zealand Government) has advised it is safe to do so. Wildfires can reignite quickly, so following this advice is essential.
Make a claim
The easiest and quickest way to start your claim is via FMG Connect. Alternatively, you can call our Specialist Claims Team on 0800 366 466. Once we have received your claim, we will be in touch to provide further information and to 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.
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.
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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).
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.
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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Once your local authorities have advised it is safe to return to your home, it is best to clean the fire retardant off as soon as possible. Your safety is the priority so please refrain from climbing on roofs while cleaning and be careful if you are utilising a ladder.
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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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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It is best to clean the fire retardant off as soon as possible. Your safety is the priority, so please refrain from climbing on roofs while cleaning and be careful if you are utilising a ladder.
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If you have chosen to take cover for your farm fencing on your policy, you may be covered if fire damage occurs.
The first step is to lodge your claim with FMG before repairing the affected area. Our team will advise if 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 your 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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It is best to clean the fire retardant off as soon as possible. Your safety is the priority, so please refrain from climbing on roofs while cleaning and be careful if you are utilising a ladder.
Livestock*
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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.
*Our livestock policy overs accidental death from fire.
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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Growing fruit
If you have an Orchard Fruit policy, your insured fruit is covered for fire. If a loss has occurred, please contact our claims team and they will discuss the next steps.Harvested fruit
If you have an Orchard Fruit policy, your insured harvested fruit is covered for sudden and unforeseen accidental loss for up to 30 days from the date of harvest.Trees are not covered.
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The first step is to lodge a claim for consideration with our claims team. They will advise you of the next steps and any further documentation required to support your claim.
Please ensure you document your loss as thoroughly as possible, including taking photographs of damage and developing a list of potential losses incurred.
We will arrange a specialist assessor to contact you to make an appointment to perform a site assessment. If the extent of the loss is unclear on the first inspection, the assessor may need to wait for final thinning before calculating the settlement for your claim.
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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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Arable crop
If you have an Arable Crop policy, your insured crop is covered for fire. If a loss has occurred, please contact our claims team and they will discuss the next steps.Harvested crop
Harvested crop is covered for sudden and unforeseen accidental loss for up to 12 months from the date of harvest or until sold, whichever occurs first.