In the world of New Zealand insurance, Initio has made a real name for itself—especially among property investors and homeowners who want something fast, flexible, and hassle-free. As the first fully online house insurance provider in the country, Initio brings a fresh approach to managing policies, handling claims, and providing customer service.
In this review, we’ll break down their coverage options, how their claims process works, who’s behind the underwriting, and why many of our property investor clients are choosing them over traditional insurers.
A digital-first approach to property insurance
Let’s face it—dealing with insurance the old-fashioned way can be slow and painful. That’s where Initio stands out. They’ve taken a digital-first approach from the ground up. As New Zealand’s first 100% online house and landlord insurance provider, they’ve streamlined everything so you can get a quote in minutes, not hours or days.
Here’s what makes Initio’s platform shine:
- Instant risk assessments using smart technology
- Fast quotes with fewer annoying questions
- 24/7 online dashboard to manage your policies
- No paperwork (finally!)
- Plain English policies that are easy to understand
And behind the tech? IAG (Insurance Australia Group)—the biggest insurance company in Australasia. That’s the same group that owns AMI, NZI, and State Insurance, so financial strength isn’t an issue. IAG holds a solid AA- “Very Strong” rating from Standard & Poor’s.
At the moment, Initio focuses mainly on:
- House insurance
- Landlord insurance
- Car insurance (but only for existing house policy clients)
They don’t offer standalone contents insurance, though. If you want contents coverage, it has to be added to your house policy.
A note from the field
We’ve noticed quite a few of our clients—especially property investors—have switched to Initio in the last year or two. They love how easy it is to manage multiple properties and the quick claims process. If you’re a member of the New Zealand Property Investors Federation (NZPIF) or one of their affiliated associations, there’s another perk:
- Competitive premiums
- Inspections required only every four months instead of three
That flexibility can make a real difference for landlords and add to the benefits of property investing.
Claims process and customer experience
Insurance is all about peace of mind when things go wrong. So, how does Initio stack up on claims?
Short answer: very well.
They’ve built an efficient, mostly digital claims process that still offers personal support when you need it. Here’s how it works:
- Log the claim online anytime through your dashboard.
- Get instant feedback on status, excess, and settlement.
- For simple claims (like glass damage or blocked pipes), they often pay out the same day.
- For bigger claims, you’ll get a dedicated Claims Advocate.
- You’ll receive email updates throughout the process.
If there’s major damage (flooding, for example), they’ll send an assessor to check things out. You can either use your own contractors or let Initio organise the repairs through their approved partners.
Another big plus—their customer service team is entirely NZ-based. No offshore call centres. You can reach them by phone, email, or chat.
| Claim Type | Typical Processing Time | Support Level |
|---|---|---|
| Minor (glass, plumbing) | Same day | Online self-service + optional support |
| Medium (appliance damage) | 2-5 days | Claims Advocate assistance |
| Major (structural damage) | Case-dependent | Dedicated Assessor + Claims Advocate |
Strengths and limitations of Initio coverage
Like any provider, Initio has its pros and cons. Here’s the quick rundown.
Strengths
- Smart risk mapping means more accurate pricing.
- Full control over your insurance via the online dashboard.
- Fast, flexible claims process.
- Solid financial backing thanks to IAG.
- Landlord-friendly features, especially for NZPIF members.
- 100% claimable for tax purposes.
Limitations
- Payment options are limited: credit card or Account2Account only—no direct debit.
- More hoops for high-risk areas: If your property is in Wellington or Christchurch, expect to provide extra documentation.
- No standalone contents insurance.
If you want to get the most out of Initio, a few smart moves can help:
- Pick a higher excess (up to $2,000) to lower your premiums.
- Pay annually to avoid monthly surcharges.
- Install WiFi-connected smoke alarms and stay on top of maintenance for potential discounts.
Need help navigating insurance, tax, and property investment?
At BH Accounting, we work with property investors across New Zealand—helping them stay compliant, maximise returns, and avoid costly mistakes. Let’s chat about how we can help you too.
Final thoughts
Initio isn’t for everyone—if you want a full-service insurer that can cover absolutely everything, you might need to look elsewhere. But if you’re after fast, flexible property insurance that’s easy to manage and backed by serious financial muscle, they’re one of the best options in NZ right now.
And if you’re a landlord like many of our clients (especially an NZPIF member), the added flexibility with inspections and premiums makes Initio a very smart choice.