Car Insurance Claims
Making a claim is simple. Our team of dedicated Customer Managers will keep you up-to-date and make sure things stay on track, so you can get back on the road faster.
1. Get in touch with us
First, make sure that everyone is safe and out of danger – call an ambulance, the police or other emergency services departments if necessary. Then call us on 0800 500 216 if your claim is urgent or report your claim online. We’ll arrange for your car to be dropped off or picked up, assessed and repaired.
2. Drop off your car, or we'll pick it up
If you are in Auckland or Hamilton, you can drop your car off to one of our Customer Service Centres (CSC). They are your one stop-shop if your car is damaged to help you get back on the road again as quickly as possible. We'll get your car assessed, quoted on, repaired, painted and quality checked - so you can get on with life. For anywhere else in New Zealand, simply drop your car off at one of our AA Insurance Quality Repairers. If your car cannot be driven, and we’ve accepted your claim, we’ll cover the reasonable cost of towing or transporting your car to the nearest recommended repairer.
3. Pick up your car
Once the repairs have been completed, all you have to do is collect your car.
What happens at our Customer Service Centres
Our Customer Service Centres and our network of quality repairers mean we can guarantee repairs for the life of your car - even if you sell it. And if your car is written off, we'll pay out the Agreed Value in your policy, so there are no surprises.
We assess the damage and get multiple quotes
Repair work is carried out by an AA Insurance Quality Repairer
We assess the repair work
Make sure that everyone is safe and call the police or ambulance if necessary.
Gather information about the car involved and driver responsible for the accident. Make sure to note down the correct registration of the vehicle and correct name, contact number or address details of the driver (it may be useful to ask to see their driver's licence to confirm the information).
Then report your claim online or if your situation is urgent, call us on 0800 500 216 – we will contact the other driver involved to process your claim as quickly as possible so you can get back on the road faster.
It’s important that we receive the correct details and that the driver responsible for the accident confirms their involvement, otherwise the claim will be processed as usual and you will need to pay your excess.
Please note, claims for things like sunroofs, glass roofs, mirrors, tail and headlights, and lamp covers are not covered under the Excess-Free Glass Cover benefit, which means an excess will need to be paid when you make a claim on damages to these items. View our policy document for more information.
It may sound obvious, but check with towing companies before reporting your car stolen - it may just have been towed.
However if your car has indeed been stolen, tell the police. They'll want to know the make, model, registration number, where and when you last saw it, and whether it was locked or alarmed. They'll give you a file number to use in your claim.
In straightforward cases, we wait about 10 days to see if the car is recovered. If not, we'll pay you the value we agreed on when you took out your policy or last renewed, and we'll work hard to help you get back on the road as quickly as possible.
Who takes care of my claim?
When you arrive at a Customer Service Centre you will be greeted by one of our Customer Managers, who will look after your claim from start to finish.
How quickly do they start the repairs?
Repairs through our Customer Service Centres in Auckland and Hamilton are assessed and quoted on the day you drop your car off. This means that repairs usually start within 24 hours - sometimes even on the same day.
Can I get a rental car while my car is being repaired?
If you have chosen to add the Rental Cover benefit to your Comprehensive car policy, and find yourself without a vehicle once your claim has been accepted, we’re able to provide you with a rental car at a discounted rate.