How to make a claim

Making a Claim

If you think there’s a problem with your building work that might be covered by your Halo 10-Year Residential Guarantee, follow these steps as soon as possible. Acting quickly helps protect your rights under the Guarantee.

Step 1: Contact your Builder

If you notice an issue that could be a Structural Defect or a Workmanship/Materials Defect, you must first tell your builder in writing. Give them the chance to put it right.

Step 2: Contact the Halo team

If your builder:

refuses to fix the problem, or
hasn’t made reasonable progress within 90 days of being told about it

You must let us know within 120 days of discovering (or reasonably being expected to discover) the problem. Claims made after this period may not be accepted.

How to lodge a claim

Email: [email protected]
Post: Halo Guarantees Limited, PO Box 13415, Tauranga Central, Tauranga 3141

You’ll need to:

Follow any reasonable directions we give you to minimise the claim
Avoid starting any repair work without our written approval (unless needed to prevent further damage)
Allow us or an approved builder access to inspect and carry out repairs

What happens next?

If your claim is accepted, we’ll:

Ask your builder to fix the problem within a reasonable period, or
Arrange for an approved builder to do the work, or
Compensate you for the reasonable cost (within your policy limits)

If your claim is declined, we’ll explain why in writing.

Start your claim now

You can begin the process by completing our Residential Claim Form.

Need help?

If you’re unsure whether your issue is covered, check:

Or call us on 0800 141 490.