Making an HGV Insurance Claim
What to do after an incident — from the immediate response at the scene to managing road clearing invoices months later. Step-by-step guidance for HGV operators.
The Claims Process — Step by Step
Ensure safety first
Driver safety and road safety take priority. Call emergency services (111) if anyone is injured or the vehicle is a hazard. Do not move the vehicle if it is safe to stay in place.
Document the scene
Take photos and video of the damage, the road, the scene, and any other vehicles involved. Note road conditions, weather, time, and location. Collect the names and contact details of witnesses.
Do not admit liability
Do not admit fault or liability at the scene. Exchange details with other parties but make no admissions. Your broker will handle liability discussions with the other party's insurer.
Notify your broker immediately
Contact your insurance broker as soon as possible after the incident — the same day if possible. The earlier you notify, the smoother the claims process. Your broker manages the claim on your behalf.
Cooperate with the loss adjuster
For major claims, the insurer will appoint a loss adjuster to assess the damage and circumstances. Cooperate fully and provide all documentation requested. Your broker supports you through this process.
Forward road clearing invoices promptly
NZTA or local roading authority invoices typically arrive 4–12 weeks after the incident. Forward these immediately to your broker. Do not pay them directly — your insurer handles these under your road clearing cover.
Insurer Claims Contacts
Always contact your broker first — they will manage the claims process with the insurer on your behalf. These direct numbers are for reference if your broker is unavailable.
NZI (IAG)
One of the largest commercial insurers writing HGV business in New Zealand. Contact the claims line then notify your broker.
Visit website →Vero Insurance
Commercial vehicle claims specialist. Vero writes significant HGV volume through broker channels.
Visit website →QBE Insurance
Major commercial lines insurer with dedicated commercial motor claims team.
Visit website →AIG NZ
Specialist commercial insurer. Contact your broker in the first instance for AIG claims.
Visit website →Claims numbers are subject to change. Always verify current contact details on the insurer's website.
🚧 Road Clearing Invoices — Critical
After a serious incident on a State Highway or other public road, NZTA or the local roading authority will send an invoice for road clearing and reinstatement costs. These invoices typically arrive 4–12 weeks after the incident — when the incident may feel like a distant memory.
Do not ignore these invoices and do not pay them directly. Forward the invoice to your broker immediately. If you have road clearing cover (which all HGV operators should), your insurer handles this invoice on your behalf and negotiates the costs with the roading authority.
Typical road clearing invoice amounts for a serious HGV incident:
- •Traffic management (signs, barriers, officers): $6,000–$24,000
- •Specialist vehicle recovery (crane, recovery trucks): $15,000–$40,000
- •Road surface reinstatement: $20,000–$80,000
- •Cargo cleanup and disposal: $5,000–$30,000
- •Total for a serious motorway incident: $80,000–$250,000
If you do not have road clearing cover, or if the incident is not covered, these costs fall directly on your business. Read more about road clearing cover.
ICNZ Fair Insurance Code
Major insurance companies operating in New Zealand are members of the Insurance Council of New Zealand (ICNZ) and subscribe to the ICNZ Fair Insurance Code. The Code sets out standards for how insurers must deal with customers, including claims handling timeframes and dispute resolution processes.
Under the ICNZ Fair Insurance Code, insurers commit to:
- ✓Acknowledging claims within 10 business days
- ✓Keeping you informed of the progress of your claim
- ✓Settling claims promptly and fairly
- ✓Providing reasons for claim decisions in writing
- ✓Having an accessible internal dispute resolution process
If you have a dispute with your insurer about a claim, the first step is the insurer's internal dispute resolution process. If unresolved, the Insurance & Financial Services Ombudsman (IFSO) provides free, independent dispute resolution.
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