Transfers and Claims

The Master Build 10-Year Guarantee is there to protect you as the homeowner. It can be transferred within its 10-year term whenever the house is sold. 

On this page there is information about Transferring your Guarantee and Making a claim

Transferring your Guarantee

If you decide to sell your home within 10 years of taking out our Guarantee, you can transfer it to the property’s new owners. 

A Guarantee adds value to your property as it gives both you and the buyer the peace of mind of knowing they’re protected.

A Guarantee can be transferred multiple times within its 10-year term – but this does not extend the period of cover.

Some conditions apply: 

  • All transfers need our approval
  • You can only transfer the guarantee if it’s in your name
  • The new owner needs to fill in and sign a Request for Transfer form to demonstrate they’ve made a full inspection of the home and have accepted the guarantee terms and conditions
  • A transfer fee of $350.00 is payable 
  • A completed Request for Transfer must be received by us within 90 days of your settlement date

To start the process please email us at help@masterbuilder.org.nz requesting a transfer form along with your name, the address of the property and if you have it, the guarantee number. 

Making a claim

Our Guarantee is there to support you. If something does go wrong and you need to make a claim, we understand this is an emotional and stressful time. Our claims team is there to guide you through the process.  
We advise you to get in touch with us as early as possible. We will work with you to understand what you can claim and what is the best approach.  

The Guarantee provides support if your builder cannot or will not complete your project.  It is not there to resolve contractual disputes. These need to be resolved prior to a claim being lodged. Master Builders can support homeowners with this process, through our free independent disputes resolution service for our builders and their customers. 
 
It’s important that you let us know straight away if you think you might be in a situation where you will lose your deposit, or your builder will not be able to complete your building work. 
 
Our first step is to investigate your claim. This will include talking to your builder. We will then work with you to develop the next steps. This may include working with your builder to complete the project, of working with you to engage another Master Builder, or we may pay you any money owing due to your claim. Our goal is to work with you to help you get your home complete.  

Below you can find out more about claiming for:
  • Loss of Deposit or Non-Completion
  • Materials and Workmanship
  • Structural Defects
  • Temporary Accommodation

Loss of Deposit or Non-Completion (not available on all products)

If you believe you have a claim under Loss of Deposit or Non-Completion cover, you must:

  • contact your builder as soon you discover the problem 
  • notify us no later than 30 days after the date you become aware of the problem and return the official claim form no later than 14 days after you’ve let us know about it
  • make sure you don’t pay your builder, any sub trades or any suppliers any more money, unless we give you permission to do so
  • do not cancel your Building Contract without our approval.
If your claim is accepted, we will find you a replacement Registered Master Builder to finish the uncompleted work to the highest possible standard and pay you any money due to you under your claim.

Materials (not available on all products) and Workmanship

Materials and Workmanship cover offers you protection if there is a problem with the standard of the work carried out by your builder or with the materials used. The Master Build 10-Year Guarantee covers you for two years after your building work is completed. 

If you want to make a claim, you must:
  • Notify us no later than 90 days after you discover the Defect; and
  • Make a claim on the official claim form no later than 14 days after notifying us of the problem.
  • Do not do any work to fix the Defect or hire someone else to fix it

Structural Defects

You are covered for Structural Defects for 10 years from the date your Guarantee application was accepted. 

If you discover a Defect you should contact your builder in the first instance.

If you want to make a claim, you must:
  • Notify us no later than 90 days after you discover the Defect; and
  • Make a claim on the official claim form no later than 14 days after notifying us of the problem.
  • Do not do any work to fix the Defect or hire someone else to fix it.

Temporary Accommodation (not available on all products)

After your building work is complete, if your home is uninhabitable during remedial work or as a result of faulty workmanship, Master Build Services can make a contribution to these costs up to a maximum of $10k in cover.

For more information

For more information about making a claim check out our FAQ section, or contact us:

Phone: 0800 269 119 (04 385 8999) 
Email: help@masterbuilder.org.nz