Help & Support

We sell a range of NZI products that provide cover for your:

• House
• Contents
• Car
• Caravan
• Trailer
• Boat
• House renovations or new domestic building work
• Motorcycle
• Small Business

We also offer a mechanical and electrical breakdown warranty product for your car.

Please take a few moments to read this important information.

Licensing and nature and scope of financial advice

Lantern Insurance is underwritten by IAG New Zealand Limited (IAG/we). IAG has been granted a Financial Advice Provider (FAP) license by the Financial Markets Authority to provide financial advice. Advice will only be given about fire and general insurance products underwritten by IAG

Duties Information

IAG employes Nominated Representatives who are authorised to provide financial advice on its behalf. IAG and its Nominated Representatives are bound by duties under the Financial Markets Conduct Act of 2013 relating to the way financial advice is given.

That means we are required to exercise care, diligence and skill and give priority to your interests when providing financial advice. We also need to meet applicable standards of ethical behaviour, conduct, client care, competence, knowledge and skill under the Code of Professional Conduct for Financial Advice Services (these are designed to make sure we treat you as we should, and give you suitable advice).

You can learn more about the code by going to www.fma.govt.nz and searching for 'financial advice'.

Fees, commissions and other incentives

We do not pay any commissions or other sales incentives to our Nominated Representatives. If you receive financial advice from us you will not pay any additional fees, expenses or other amounts in relation to the receipt of that financial advice, regardless of whether you proceed with purchasing a Lantern product or not.

Internal complaints procedures and external dispute resolution

We understand that things don’t always go to plan and there may be times when you feel we’ve let you down. If this happens, we want you to tell us. We’ll do our best to put things right as soon as possible or explain something we could have made clearer.

Step 1: Let us know what your concerns are:

Call 0800 800 800

Email us

Write to PO Box 33714, Takapuna, Auckland, 0740

We'll acknowledge your complaint within five business days.

Step 2: If we can’t reach a resolution together, you’ll be referred to a manager who’ll aim to investigate and resolve your complaint within two weeks. If this isn’t possible, we’ll advise you of progress within ten business days.

Step 3: If after working with a manager, we haven’t been able to make it right, we’ll escalate your case to a Complaints Resolution Officer to review.

Step 4: If we’re unable to resolve your complaint, we’ll advise you in writing. You can refer your case to the Insurance & Financial Services Ombudsman (IFSO) Scheme.

The IFSO is an independent authority that will carry out an impartial investigation.

The IFSO scheme has been approved by the Minister of Commerce & Consumer Affairs to provide an external dispute resolution to consumers with complaints about financial service providers. It offers a free and independent complaints service.

The IFSO can be contacted in the following ways:

We don’t provide a discount on your premiums, but there are benefits to installing an NZI approved engine immobiliser. The risk of your car being stolen or damaged during an attempted theft will be greatly reduced and if you do have to make a claim for theft or attempted theft damage and your immobiliser was activated at the time, you won't have to pay an excess and you won't lose your no claim discount.

We work with a no claims discount system. If there is a claim we may alter the level of this discount at your renewal.

It is a document that along with your application for insurance and the policy schedule, forms part of the insurance contract between you and us. The policy wording is common for all customers and describes what property is covered, the events your property is or isn’t insured against as well as the amounts that you can claim. It also describes the obligations you must meet in order for the policy to remain valid.

You will receive a policy schedule when you buy a policy and when a change is made to your policy. The policy schedule contains information specific to you such as details of the property you insured, the dates you are insured from and to, the amount it is insured for, any excesses that apply and any special conditions that apply to your policy. Together with the policy wording, the policy schedule is your contract of insurance.

The policy wording and policy schedule together describe your cover in detail.

When you have contents insurance, choosing the right level of cover is really important, but it can be tricky to get it right. We’re here to help you understand how to calculate your sum insured to reduce the risk of you being underinsured.

Use our contents sum insured calculator to make sure you have the right amount of cover.

1. Direct debit: This is one of the safest and most convenient ways to pay your bills. Payments are made automatically from your bank account, so bills never get lost, forgotten or delayed in the post. Plus, you have a record of the transaction via your bank statement or transaction history.
   To set up a monthly direct debit from your bank account, credit or debit card, call us on 0800 800 800.
   You can choose if your payment comes out on the 10th or the 25th of the month (or next business day if weekend or public holiday). If you wish to pay by instalments, a higher premium is charged than when you pay a lump sum annual premium.
2. Online: Use our payment portal to make a payment online with your credit or debit card.
3. Internet Banking: Using your online banking services, under bill payment select Lantern Insurance as the payee and use your client reference number in the reference field.
4. Over the phone: Simply call us on 0800 800 800 with your credit or debit card.

1. Direct debit: To set up direct debit instalments from your bank account, call 0800 694 007.
   You can choose if your payment comes out on the 10th or the 25th of the month (or next business day if weekend or public holiday). If you wish to pay by instalments, a higher premium is charged than when you pay a lump sum annual premium
2. Internet Banking: Using your online banking services, under bill payment select NZI Insurance (New Zealand Insurance) or NZI as the payee and use your client number in the reference field.
3. Over the phone: Call us on 0800 694 007 with your credit or debit card number and we can process your payment over the phone

Click here to find out more about the other ways you can pay your premium.

We understand that moving away from cheques may be a big change for you. So, if you have any questions or need help getting set up, please call us on 0800 800 800.​

Evacuating your home in an emergency is stressful, and alternative accommodation during this time can be costly.

So, from 1 October 2021, we’ll help cover the cost of alternative accommodation while it is unsafe for you and your family to be in your home, up to the limits outlined in your policy:

• if you’re required to evacuate your principal residence by a local authority or government agency (like a council, Civil Defence, NZ Police or Fire and Emergency NZ)
• because your property is at risk of damage, from an event that would be covered under your policy, and
• where you have an Alternative Accommodation benefit.

If, during the evacuation, you need to put your domestic pets into boarding the Alternative Accommodation benefit can be used to cover these costs. Some policies also cover the cost of putting your contents into storage.

This information is only intended as a guide. Policy limits and exclusions apply. Please refer to the policy wording for full terms and conditions or contact us to discuss.

Your tenant is legally required to continue paying rent under the Residential Tenancies Act unless the home is uninhabitable due to damage or is contaminated by methamphetamine.

However, from 1 October 2021, where you have a Loss of Rent benefit on your policy, this benefit will also provide cover:

• if the property is temporarily vacant (it is habitable and undamaged and ready to be tenanted), and
• where you are unable to get new tenants because an official evacuation order is in place, and
• where we can reasonably expect that your property is at risk of damage, from an event that would be covered by your policy.

Cover is available whilst the evacuation notice is in effect to a maximum of the timeframe applicable under the existing Loss of Rent benefit. The most we will pay is the amount payable under the existing Loss of Rent benefit.

If your tenant has contents insurance, they may be able to claim their additional alternative/temporary accommodation costs under their insurance while they continue paying rent.

This information is only intended as a guide. Policy limits and exclusions apply. Please refer to the policy wording for full terms and conditions.