🚨 Suffering a Cyber Attack Right Now?
Contact your insurer's 24/7 cyber incident hotline immediately. Do not attempt to restore systems, pay a ransom, or delete any files before speaking to your insurer.
If you're not yet insured, contact us: hello@cover4you.co.nz
Step-by-Step: What To Do When You're Attacked
Contact Your Insurer Immediately
Call your insurer's 24/7 cyber incident hotline. This is the single most important first step. Most policies require prompt notification, and your insurer will coordinate the entire response — don't go it alone.
Isolate Affected Systems
Disconnect affected computers from the network and internet to prevent the attack from spreading. Do not turn them off — this may destroy evidence needed for the forensic investigation.
Preserve Evidence
Do not wipe, restore from backup, or otherwise alter affected systems until the forensic team has examined them. Evidence preservation is critical both for the investigation and for your claim.
Do Not Pay a Ransom Without Guidance
If you've been hit by ransomware, do not pay without first consulting your insurer. They have specialist negotiators who may be able to reduce the demand or find decryption alternatives.
Notify Your Broker
Contact your CyberCover broker, who will help you navigate the claims process, liaise with the insurer, and coordinate the response team on your behalf.
Assess Privacy Act Obligations
Work with your insurer's legal team to determine whether the breach requires notification to the Privacy Commissioner and affected individuals under the Privacy Act 2020.
Insurer Contact Information
Your 24/7 breach hotline details will be on your policy schedule. Key NZ-active insurers with incident response services include:
Chubb
24/7 global cyber response
Via policy schedule
AIG
CyberEdge incident team
Via policy schedule
Zurich
NZ-based claims support
Via policy schedule
Delta Insurance
NZ specialist — rapid response
Via policy schedule
QBE
24/7 incident support
Via policy schedule
Berkley
Global incident response team
Via policy schedule
Complaints Process
If you have a complaint about how your claim has been handled, please follow these steps:
- First, raise the issue directly with your insurer's complaints team. They must acknowledge your complaint within 5 business days and respond within 10 business days.
- If unresolved, you may escalate to your broker (CyberCover / Cover4You) at hello@cover4you.co.nz
- If still unresolved, you may contact an approved dispute resolution scheme: Financial Services Complaints Ltd (FSCL) or Insurance & Financial Services Ombudsman (IFSO)
Vulnerable Customer Support
A significant cyber incident can be deeply stressful. If you need additional support during a claim, please let your broker know. We are committed to treating all customers fairly, including those in vulnerable circumstances.
- MoneyTalks (free financial helpline): 0800 345 123
- Lifeline (mental health support): 0800 543 354