09/04/2026
If damage happens to your home or rental property, we’ll help guide you through the insurance claim and repair process. Here’s a general overview of the repair process, which could vary depending on your situation, the damage, and your policy.
Note that if you choose to use your own repairer, this process will be different. Please contact us for details.
Step 1: your claim is assessed
Once you lodge a claim, we’ll assess the damage to understand what’s been affected and what repairs may be needed. This helps us understand the damage and assess how your policy may apply. To do this, we may:
- arrange for a qualified tradesperson, assessor, or project manager to inspect the damage, or
- agree that you can arrange your own tradesperson to provide information about the damage. (Please check with us first as there may be a cost for this.)
This assessment focuses on identifying damage caused by the insured event.
Step 2: scope of works prepared and reviewed
Following the assessment, a scope of works is prepared. This document outlines the repairs needed to restore your property, including what needs to be fixed and how the repairs will be carried out.
The scope of works is reviewed by our claims team to ensure it aligns with the cover provided by your policy. You’ll have the opportunity to review it before repairs begin. If you have questions or think something is missing, let us know so we can discuss and, where appropriate, update the scope.
The scope of works sets out the repairs approved under your policy to address the damage caused by the insured event.
It doesn’t include:
- betterment, upgrades, or preventative works
- pre existing or gradual damage
- damage that isn’t related to the insured event
- any other items not covered under the terms, conditions, exclusions and limits of your policy.
Please refer to your policy documents for definitions and full details of what is and isn’t covered.
Step 3: repairs get underway
Once the scope of works has been agreed:
- Repairs get scheduled: we’ll arrange a suitable time with a repairer, depending on their availability and the urgency of the work.
- Repairs are completed: contractors carry out the approved repairs.
- Final check: once repairs are finished, we’ll work with you and the repairer to confirm the agreed repairs in the scope of works have been completed. If you have any concerns, please let us know so we can look into them.
If you choose to use your own repairer, this process may be different. Please contact us for details.
What you can expect
- Clear communication throughout the process
- Support from our dedicated claims team
- Repairs coordinated through our repair network and carried out by qualified professionals, with a focus on getting your property back to normal as quickly as possible
Need help?
If you have questions or need assistance at any stage, we’re here to help. Call us on 0800 500 216 or email myclaim@aainsurance.co.nz and include your claim number in the subject line.
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 and your policy schedule for details of cover. The provision of cover is subject to the underwriting criteria that apply at the time.
