Guarantees and insurance for the building industry |
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How To Claim
Our philosophy is really quite simple – we pay claims that are valid, and we don’t pay those that aren’t.
Builders with our WaterTight Seal of Approval strive to provide you with the best possible product and service. Unfortunately, problems sometimes arise. If this happens, we will happily work toward finding an equitable solution. We understand that your home is probably the most valuable and largest investment in your life. You live in it everyday and you’ve poured time, money and love into making it a home. So no problem is a small problem. Claims for Loss of Deposit or Extra Cost of Completion:If your builder has died or become insolvent, and you have either paid a deposit, or your repairs have started but are not yet completed, please contact us immediately.We ask that you do so formally, preferably by email to guarantee@builtinnz.co.nz. When you write to us, please include:
We cannot open a file and investigate your claim by a phone call alone. We will then send you a claim form. And don’t forget, for a claim to be considered we must receive it no later than 90 days following your first having become aware of the problem. Claims for Defects:If you consider there to be defects following the repair work, we believe the best place to start is by contacting your builder. We find that most builders are more than willing to fix any problems without our involvement. Remember - building is their livelihood, and without satisfied customers their business suffers.When you contact your builder, be sure you record the date and particulars of your conversation. If you need to write to your builder, retain a copy of the letter. If you are dissatisfied with the result of this approach, we ask that you contact us formally, preferably by email at guarantee@builtinnz.co.nz. We cannot open a file and investigate your claim by a phone call alone. When you write to us, please include:
Please provide us with as much detailed information as possible on the problem, especially if you suspect the problem to be a ‘major structural defect’ of the load bearing portion of your home. Feel free to include photos or a video. Also include copies of any correspondence sent to or received from your builder and any other parties involved. If you’ve had your home investigated by an engineer or another outside source, provide us with a copy of the report or information on how to contact that person. Once received, we will review your claim. If we have any questions we will contact you immediately. Otherwise, we will send a letter to your builder requesting his position on the matter. And you will receive a copy of this letter. An assessor or other investigating consultant may be appointed and may contact you to arrange a time to view the property, and send us a report on the issues. You can expect contact from us between two to three weeks after receipt of your claim. At this point we should know the builder’s position and have made a decision on how to proceed further. If the builder is willing to fix the problem without further investigation, we will inform you of this and ask the builder to contact you to arrange a mutually convenient time to begin repairs, if indeed he has not done so already. We will remain in contact with you and the builder until all repairs are completed satisfactorily. Major Structural Defects:Should the builder be unwilling or unable to fix the problem, or we have determined it to be a ‘major structural defect’ (as determined by the engineer’s report that may have been provided by you or sought by us) the problem will be considered by our Technical Committee and investigated further.A claim involving a major structural defect may take some time to resolve and we will speed the process along as much as possible. Please keep in mind that these claims are reviewed by an unbiased committee and receive the utmost professional care and attention. Non-Structural Defects in Materials and Workmanship (during first 2 years):Should the builder refuse to fix any problems we have identified to be covered under your guarantee, we shall arrange for an alternative builder to undertake any necessary repairs.And don’t forget, for a claim to be considered we must receive it no later than 90 days following your first having become aware of the problem. And there may be an excess payable by you. For more information please email guarantee@builtinnz.co.nz, including your full name, address, builder’s name and your guarantee number if you know it. To speak to our Claims Manager call 0800 BUILTIN. |
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