Naturally we hope such a situation won’t occur but, in the event you wish to lodge a complaint with us, please download a copy of our Disputes Resolution process here.
We recognise it’s vitally important for you and your clients that you receive prompt and efficient service at claim time. Our insurers and loss adjusting specialists are committed to dealing with and settling claims as quickly as possible. The Rosser team is also at your service to provide assistance and support with policy interpretation, claim processing and settlement.
Getting claims settled promptly
You can best assist your clients obtain fast claim settlement by:
- Ensuring events are reported promptly to the insurer and that a fully completed claim form and supporting documentation are submitted as soon as possible
- Making sure excellent communication is established and maintained between the insurer and the insured. We can assist with this where required.
- Where needed, having knowledgeable, experienced, approved legal counsel available to the insured – particularly for legal liability claims. Check the policy carefully before engaging a lawyer though – in some cases the insurer provides access to a panel of lawyers at their cost for initial assistance with a claim.
See below for more information about claims handling by our insurance partners or for particular products.
Business SurePac-UK Policies (BUK)
Rosser Business SurePac-UK claims are handled by Godfreys Chartered Loss Adjusters who have a network of branches across New Zealand.
Please email fully completed claim forms and supporting documentation to:
Lloyd’s is a member of the Insurance Council of NZ and its New Zealand Coverholders adhere to the Fair Insurance Code, which provides you with assurance that we have high standards of service to our customers.
London Market Policies (LMP)
Please contact us at Rosser in the first instance to lodge a claim under a Lloyds (LMP) policy. We will provide advice and assistance with the process.
Please contact us at either:
Phone: 0800 867 677 or
All claims are handled directly by Zurich’s dedicated claims officers within New Zealand. Their goal is to ensure your clients’ vehicles are repaired quickly and professionally and with minimal disruption to their operations.
Your clients may choose their own repairer or select a Zurich Approved repairer.
Damaged glass claim
Both Novus and Smith & Smith are approved Zurich windscreen repairers. Have your Policy number on hand and call:
Novus 0800 10 35 35
Smith & Smith 0800 48 33 88
Or visit a branch of either company with your policy number and you will be taken care of in-store.
All other motor claims
Please access a Zurich Motor Vehicle Claim form on our FORMS page.
Send your form to
The Claims Manager
Zurich New Zealand
PO BOX 497
Shortland Street, Auckland 1140
Fax:+64 9 928 8200
Zurich has an approved repairer network for motor insurance claims. Click here for information about the benefits of using a Zurich Approved repairer and you’ll find a local one here:
Approved Repairer Network List for New Zealand
Or if you prefer to use another repairer, please call Zurich on:
Toll free: 0508 ZURICH (0508 987 424)
Main Line: +64 9 928 8000
Claims involving reimbursement or payment direct to the insured are normally paid by direct payment to the insured’s bank account. Please ensure bank account details are included on the completed claim form.
Despite everyone’s best efforts and intentions sometimes things just don’t go right, so Rosser has established a process by which we will deal with any complaint you may have.
We are members of a disputes resolution service to which we will refer you in the event a complaint cannot be resolved by us to your satisfaction.