Insurance Claims Advocacy
When your insurer declines or delays your claim, having a broker in your corner changes everything. We advocate for you, manage documentation, and push back when insurers say no — because 40% of declined claims that get challenged result in changed decisions.
What you need to know
Facing a declined or delayed claim? Don't navigate the claims process alone. Our experienced brokers fight for fair outcomes, manage complex documentation, and challenge insurer decisions on your behalf. Available 8am–7pm, seven days a week.
How this protects you
Expert claims advocacy, we push back when insurers decline or underpay your claim
Professional documentation support, claims submitted properly from the start
Timeline management, we stay across deadlines so delays don't become denials
Policy interpretation expertise, we know which clauses are contestable
Available 8am-7pm, seven days a week with same-day responses to your queries
Annual policy reviews — we check your cover to help prevent underinsurance issues
Years of experience
Clients protected
5-star reviews
What's covered
Our claims advocacy service covers all insurance claim types across New Zealand. This includes motor vehicle claims (representing 47% of all general insurance claims), residential property claims with EQC coordination for earthquake and natural disaster damage, health insurance claims including pre-existing condition reviews and treatment approvals, and life or income protection claims during difficult personal circumstances.
We handle the full spectrum of claim challenges: declined claims where insurers have refused to pay, delayed assessments that drag on for months, underinsurance issues where you're at risk of inadequate payouts, policy interpretation disputes over coverage scope, and complex documentation requirements that overwhelm most policyholders.
Our advocacy extends to claim lodgement support, insurer liaison and negotiation, loss documentation and evidence gathering, assessor and engineer coordination, dispute resolution and escalation to IFSO when required, and settlement negotiation to ensure you receive fair compensation. We work across all major insurers and claim categories to protect your interests.
Why you need this
Research shows 61% of New Zealanders feel overwhelmed by the insurance claims process, and 56% struggle to understand their policy wording. When you're dealing with a major loss — a written-off car, flooded house, or family medical emergency — you're least equipped to navigate complex claim forms, policy exclusions, and insurer processes. The emotional toll of a loss combined with technical insurance language creates a perfect storm for poor claim outcomes.
The statistics are compelling: in 2023, 20% of Insurance and Financial Services Ombudsman complaints related to declined claims, yet 40% of challenged decisions resulted in changes to the insurer's original position. Without a broker advocating for you, you're negotiating alone with a large organisation during the worst time of your life. Most people don't know which policy interpretations are contestable, how to document losses properly, or when to escalate disputes.
A broker levels the playing field. We understand insurer processes, know how to present evidence effectively, and recognise when an insurer's decision doesn't align with policy wording. Studies show policyholders with broker support report 25% higher satisfaction with claim outcomes compared to direct customers. Whether you're facing a declined claim, inadequate settlement offer, or frustrating delays, professional claims advocacy can mean the difference between accepting an unfair outcome and receiving the protection you've paid for.
How Our Claims Advocacy Works
From initial decline to fair resolution — we're with you every step
Share Your Situation
Contact us with your claim details. We'll review your policy, the insurer's decision, and any correspondence to understand your situation and assess your options.
Build Your Case
We gather supporting documentation, photographs, expert reports, and evidence. Our team identifies policy provisions in your favour and prepares a comprehensive submission.
Negotiate With Insurers
We present your case directly to the insurer, challenging their position with evidence and policy interpretation. We handle all communication and push for fair resolution.
Secure Your Outcome
If insurers maintain unfair positions, we escalate to disputes teams or IFSO. We don't stop until you receive the fair outcome your policy entitles you to.
Pricing factors
Claims advocacy services through Gerrards are typically provided at no additional cost to clients with policies placed through our brokerage. Our advocacy is part of our ongoing service commitment to policyholders.
For standalone claims advocacy on policies not placed by Gerrards, several factors may influence service arrangements:
- Claim complexity - Simple documentation support versus complex multi-party disputes or litigation support
- Claim value - Higher-value claims requiring extensive expert reports, legal review, or specialist assessments
- Time investment required - Straightforward reviews versus months-long negotiations with multiple insurer interactions
- Dispute stage - Initial claim lodgement versus formal disputes, IFSO complaints, or legal proceedings
- Policy review requirements - Whether we need to conduct comprehensive policy analysis or the coverage position is clear
For existing Gerrards clients, claims advocacy is included as part of your brokerage relationship. Contact us to discuss your specific situation and service options.
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