How to Claim Funeral Insurance in New Zealand
A step-by-step guide to help families navigate the claims process during a difficult time
Important: Contact the insurance provider as soon as possible after a death. Many providers have dedicated bereavement teams who can guide you through the process and may be able to fast-track payment if funds are needed urgently for funeral costs.
Step-by-Step Claims Process
Notify the Insurance Provider
Contact the insurance company as soon as possible after the death. Most major NZ providers have dedicated claims lines, with some offering 24/7 support. When you call, have the following ready if available:
- Policy number (check policy documents or bank statements for premium payments)
- Deceased's full name and date of birth
- Date and cause of death
- Your relationship to the deceased
Gather Required Documents
You'll need to collect several documents to support your claim. The specific requirements may vary by provider, but typically include:
Essential Documents
- • Death certificate (certified copy)
- • Original policy documents
- • Completed claim form
- • Claimant's photo ID
May Be Required
- • Funeral director's invoice
- • Medical certificate of cause of death
- • Proof of relationship
- • Bank account details for payment
Tip: In New Zealand, you can obtain a death certificate from Births, Deaths and Marriages (dia.govt.nz). A certified copy costs $33 and can be ordered online.
Complete the Claim Form
Fill out the insurer's claim form accurately and completely. Most providers now offer multiple ways to submit claims:
- Online portal: Many insurers have secure online claim submission
- Email: Scan and email documents to the claims team
- Post: Send original documents by registered mail
- Funeral director: Some funeral homes can help submit claims
Submit Your Claim
Before submitting, double-check that you have included all required documents. Keep copies of everything you send. If submitting by post, use tracked or registered mail.
Keep records: Note down the date you submitted, any reference numbers provided, and the name of anyone you spoke with. This helps if you need to follow up.
Await Assessment
The insurer will review your claim and supporting documents. Typical assessment timeframes for NZ funeral insurance claims:
Receive Payment
Once your claim is approved, payment is typically made within 2-5 business days. You can usually choose how to receive the funds:
- Direct to bank account: Payment to the beneficiary's nominated account
- To funeral director: Payment made directly to cover funeral costs
- Split payment: Some to funeral home, remainder to beneficiary
Provider Claims Contact Numbers
Contact details for major NZ funeral insurance providers. Keep these numbers handy if you need to make a claim.
AIA New Zealand
Fidelity Life
Partners Life
Chubb
AA Life
Pinnacle Life
Frequently Asked Questions
How long does a funeral insurance claim take in NZ?
Most funeral insurance claims in New Zealand are processed within 5-10 business days once all required documents are received. Simple claims with complete documentation can be paid within 48 hours by some providers.
Who can make a funeral insurance claim?
The nominated beneficiary on the policy can make the claim. This is typically a spouse, adult child, or the estate executor. If no beneficiary is named, the claim is paid to the deceased's estate.
What if I can't find the policy documents?
Don't worry if you can't locate the original policy. Contact the insurer with the deceased's details and they can search their records. Check bank statements for premium payments which may identify the provider.
Can funeral insurance be paid directly to the funeral home?
Yes, most NZ funeral insurance providers can pay the benefit directly to the funeral director if requested. This can help families who need funds immediately to cover funeral costs without waiting for probate.
What happens if a claim is denied?
If your claim is denied, the insurer must provide a written explanation. Common reasons include death during the waiting period or non-disclosure of health conditions. You can request an internal review or escalate to the Insurance & Financial Services Ombudsman (IFSO) for independent assessment.
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