When your home is being repaired as part of your claim, several different people may be involved in getting things sorted, including members of our claims team, assessors, builders, and tradespeople. Here we outline who they are, what they do, and who to contact if you have questions so you know what to expect at each stage of your repairs.
Your Customer Manager
You will usually have an AA Insurance Customer Manager assigned at the start of your claim. Their role is to guide you through the claims and repair process including:
explaining what your policy covers and what happens next,
arranging assessments and repairs,
keeping you informed as your claim progresses, and
helping resolve any issues with assessors, builders, or tradespeople.
If at any time you can’t get in touch with your Customer Manager, you can contact our team and another Customer Manager may help you. They’ll only access and use your information where needed to assist with your claim.
Morgan Project Services
Morgan Project Services (MPS) helps project manage repairs for claims. If MPS is assigned to your claim, an MPS Project Manager will work with you throughout the repair process. Their role is to:
work with you to prepare a scope of works,
arrange any required reports or assessments,
coordinate builders and tradespeople, and
manage the day-to-day progress of your repairs.
MPS doesn’t decide what your policy covers or make claim decisions. They work alongside AA Insurance and keep your Customer Manager updated so we can progress your claim.
The Assessor
Assessors are specialist professionals we may appoint when the damage is complex or needs specialist review. Their role is to:
inspect and document the damage,
confirm what areas of your home have been affected, and
provide information to help us assess your claim.
Assessors don’t carry out repairs and don’t decide what your policy covers. Decisions about cover and next steps are made by us, and your Customer Manager will explain these to you.
If you have questions about an assessment or what’s been identified, contact your Customer Manager.
The Builder
If your claim is approved for repairs, a builder may be appointed to manage the repair work. In some cases, a builder may also inspect the damage early on to help plan repairs. When this happens, they are gathering information — not approving cover.
Once repairs are approved, your builder is responsible for:
completing approved repairs covered by your policy,
coordinating tradespeople, such as plumbers or electricians, and
managing timelines and materials to keep repairs on track.
If the builder identifies additional damage or issues, they’ll let us know so your Customer Manager can discuss next steps with you.
Drying and restoration specialists
If your home has water damage, we may arrange for a drying or restoration specialist to attend before repairs begin. Their role is to:
remove moisture,
help prevent further damage, and
help make the area safer and ready for repairs.
Drying and restoration specialists don’t carry out permanent repairs. Once this work is complete, your builder will manage the repair work.
Tradespeople doing the work
Repairs often require several tradespeople. Your builder will let you know which trades are needed and will schedule their visits or have them contact you directly.
Tradespeople engaged for your claim are there to carry out the agreed repair work. Examples include plumbers, plasterers, tilers, painters, and electricians. Your Customer Manager or builder will let you know who’s involved and what to expect.
Sometimes, we identify damage or issues that aren’t covered by your policy. If this happens, we’ll explain what it means for the repair plan and your options. Depending on the circumstances, we may discuss settlement options with you (for example, repair or cash settlement) in line with your policy.
Your Customer Manager will explain your options
Not sure who to contact?
Questions about your cover or claim decisions: Customer Manager
Concerns about repair timing, workmanship, or access: Customer Manager
Unsure why someone is visiting your home: Customer Manager
We’ll work with the right people to help get things sorted.
We’re here to help
If you have any questions about the repair process or your cover, please contact us. Visit aainsurance.co.nz/contact for ways to get in touch.
Any questions?
Now’s a great time to review your insurance. We recommend checking your details are up to date and ensuring the policy and cover you’ve chosen is right for you and your insurance needs.
If you have any questions about your insurance, need to update your AA Insurance policies or would like a quote, don’t hesitate to contact us. You can find our opening hours and ways to get in touch with us on our contact page.
This blog provides general information only and is not intended to be a recommendation or personalised financial advice. Excesses, terms, conditions, limits and exclusions apply to AA Insurance Limited’s policies. Please check the policy wording for details of cover. The provision of cover is subject to the underwriting criteria that apply at the time.
