1. Give us a call
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 to make a claim. 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). 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
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 licence to confirm the information).
Then call us on 0800 500 216 – a Customer Manager will contact the other driver involved to process your claim as quickly as possible so you can get you 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.
If your car’s windscreen glass or window glass gets chipped or broken call us on 0800 500 216.
Our preferred repairer will call you within two hours, and will assess the damage before arranging to repair or replace the glass.
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. Check your policy booklet 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.
And then call us as soon as you can on 0800 500 216 - it'll take about 15 minutes to make a 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 your Customer Manager, 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.