COVID-19 updates for AA Insurance customers

The following information is current as at 3 December 2021, and we'll update as needed.

NZ is at COVID Protection Framework (CPF) Orange.

We're here for you

Rest assured, we’re open and the team is ready to help. We're a little busier than usual and appreciate your patience.

We understand things can happen fast and it’s important to us that you have all the information you need in these uncertain times.

We are following all Ministry of Health and COVID Protection Framework (CPF) guidelines and doing everything we can to keep our staff safe and healthy, so we can continue to be here for you when you need us.

We are also doing everything we can with suppliers and repairers to ensure your claims run smoothly and we appreciate your patience and understanding during this time.

Our Call Centre is available 8am - 8pm Monday to Friday and 8am - 6pm on weekends and public holidays.

Our Digital team is available on live chat, Facebook, WhatsApp and email 8am - 6pm seven days a week, including public holidays.

Please refer to our FAQs below for information on how we are supporting our customers and the community.

Questions about your Insurance?

Please get in touch if you have any questions or concerns about your insurance with us. You can find all our contact details here.

You can also manage your insurance online with My AA Insurance.

  • Login to your My AA Insurance here

  • Register for My AA Insurance here

Frequently asked questions

How is this affecting my insurance?

Are you open? What about Customer Service Centres or AA Centres?

As an essential service, we've got the majority of our team set up and working from home, ready to help you if, and when, you need it.

Our Call Centre is available from 8am - 8pm Monday to Friday and 8am - 6pm on weekends and public holidays if you have any questions or concerns about your insurance. 

If you would like to speak to someone online, our Digital team is available on live chat, Facebook, WhatsApp and email from 8am - 6pm seven days a week including public holidays. Alternatively, you can also manage your insurance online via My AA Insurance.

Under the COVID Protection Framework (CPF), our Customer Service Centres and Quality Repairer network are open for assessments and vehicle repairs. To keep our team, customers and suppliers safe, we will work on an ‘appointment only’ basis with strict requirements on entry, including mask use, compulsory QR code scanning and social distancing.

AA Centres are open nationwide. There will still be strict requirements on entry, including mask use, compulsory QR code scanning and social distancing. This may mean queues as the AA Centres work to meet the social distancing guidelines. The AA is suggesting members delay visiting an AA Centre if their reason to visit is not urgent. A Vaccine Certificate is not required to enter an AA Centre.

We are following all Ministry of Health and CPF guidelines to keep you and our staff safe.

How is COVID-19 impacting AA Insurance's service?

AA Insurance provides an essential service and will stay open through the lockdown period.

We've got the majority of our team set up and working from home, ready to help you if, and when, you need it.
There is no impact on our ability to provide you with insurance, but you might notice some slight changes to the way we’re working during a lockdown.

Under the COVID Protection Framework (CPF), our Customer Service Centres and Quality Repairer network are open for assessments and vehicle repairs. To keep our team, customers and suppliers safe, we will work on an ‘appointment only’ basis with strict requirements on entry, including mask use, compulsory QR code scanning and social distancing.

AA Centres are open nationwide. There will still be strict requirements on entry, including mask use, compulsory QR Code scanning and social distancing. This may mean queues as the AA Centres work to meet the social distancing guidelines. The AA is suggesting members delay visiting an AA Centre if their reason to visit is not urgent. A Vaccine Certificate is not required to enter an AA Centre.

We are following all Ministry of Health and CPF guidelines to keep you and our staff safe.

Can I organise new insurance with AA Insurance during COVID-19?

Yes, you can still contact us 0800 500 213 to arrange insurance cover. We are open 8am - 8pm Monday to Friday and 8am - 6pm weekends and public holidays. You can also get a quote and start your policy online at a time convenient to you.

Will I receive communications from AA Insurance during COVID-19?

NZ Post and our mail house are considered essential services and will continue to deliver your policy notices to you.

If you'd like to receive your policy related communications sooner, you can arrange for your important documents and notices to be sent via email, using My AA Insurance or contact us.

As a landlord, will my rental property still be covered if I am unable to carry out a routine inspection due COVID-19 restrictions?

This will not affect your insurance or any claims you have as long as you continue your inspections in the future when safe and practical to do based on government advice.

Will I still be covered if I am unable to renew my driver licence due to COVID-19 restrictions and I need to drive my car?

If your licence expires within a lockdown period, we will continue to cover you provided you continue to meet your current driver licence conditions. As soon as you’re able, we recommend renewing your driver licence.

How do I find out more about my AA Health policy?

If you have any questions or concerns about your AA Health policy, please contact the AA Health specialist team directly on 0800 758 758 (+64 9 282 9633 if overseas) or email contactus@aahealth.co.nz. Alternatively, you can stay up to date with all AA Member services during changes to alert levels at www.aa.co.nz/important-covid-19-update. 

How do I find out more about my AA Travel policy?

If you have any questions or concerns about your AA Travel policy, please contact the AA Travel specialist team directly on 0800 630 115 or email help@allianz-assistance.co.nz. Alternatively, you can stay up to date with all AA Member services during changes to alert levels at www.aa.co.nz/important-covid-19-update

How do I find out more about my AA Life policy?

If you have any questions or concerns about your AA Life policy, please contact the AA Life specialist team directly on 0800 808 234 or email at contactus@aalife.co.nz. Alternatively, you can stay up to date with all AA Member services during changes to alert levels at www.aa.co.nz/important-covid-19-update

How do I find out more about my AA Pet policy?

If you have any questions or concerns about your AA Pet policy, please contact the AA Pet specialist team directly on 0800 700 555 or email at info@aapet.co.nz. 

How do I find out more about my AA Motor Breakdown Insurance policy?

For all sales enquiries please call 0800 670 670 or email mbi@aa.co.nz

If you have any concerns or queries about your existing AA Mechanical Breakdown Insurance policy, please contact DPL (MBI Underwriter) directly on 0800 267 873 or email sales@autosure.co.nz or claims@autosure.co.nz. 

Is my access to AA Home Response services affected by COVID-19?

AA Home Response is available 24/7 for emergency home callouts and scheduled home maintenance.

AA Home Response tradespeople are available for the full range of home emergency callout services, including plumbing, locksmith and electrical related incidents. Extra safety precautions will be in place and discussed with you at the time of booking. For a full list of what is covered, head here.

AA Home Response tradespeople can attend scheduled home maintenance jobs through AA Home’s Book a Job service. Please use the online booking system and note that extra safety precautions will be in place to ensure everyone’s safety. For new bookings there may be a delay whilst our tradespeople catch up with lockdown affected work and we appreciate your patience whilst this takes place.

What if I normally pay for my insurance at an AA Centre but can’t due to COVID-19 restrictions?

Under the COVID Protection Framework (CPF), AA Centres are open nationwide. There will still be strict requirements on entry, including mask use, compulsory QR code scanning and social distancing. This may mean queues as the AA Centres work to meet the social distancing guidelines. The AA is suggesting members delay visiting an AA Centre if their reason to visit is not urgent. A Vaccine Certificate is not required to enter an AA Centre.

We also have other methods of payment available if you need to pay your insurance premium:

  • Pay your renewal premium via our website using your credit card or debit card
  • Phone banking – call your bank for assistance if needed
  • You can pay your premium from your bank account. Select AA Insurance - Premium as the Bill Payee. Enter your Customer PRN (payment reference number) on your policy schedule in the Particulars field.
  • Call us on 0800 500 213 to pay your premium via credit or debit card or set up direct debit payments.

Please get in touch if you have any questions or concerns about paying your premium. You can find all our contact details here. You can stay up to date with all AA Member services during changes to alert levels at www.aa.co.nz/important-covid-19-update.

Making a claim

Will my car claim still be accepted if my WoF runs out and I am unable to get a new one due to COVID-19 restrictions?

As long as your vehicle doesn't have an existing safety issue, we will still cover you for a crash if your warrant of fitness runs out during a lockdown period. As soon as you’re able, we recommend obtaining your warrant of fitness.

I have a claim in progress, how is COVID-19 affecting this?

Urgent claims:

COVID-19 restrictions and COVID Protection Framework (CPF) guidelines may impact our repairers and our access to supplies and parts, however, your customer manager is still available to help. 

Please be assured, we are prioritising urgent claims. Given the current supply issues we may have to implement temporary measures to ensure that our impacted customers are safe.

Non-urgent claims:

You may experience longer than normal lead times for your claim to be settled while we work to applicable CPF guidelines, however, your customer manager is still available to help. We will be in touch to give you updates as they come to hand. 

 

Can I still make a claim at COVID Protection Framework – Red & Orange?

Yes, simply call 0800 500 216 if you need to make a claim. Our claims team are available 8am - 8pm Monday to Friday and 8am - 6pm on weekends and public holidays. You can also start your claim online at a time convenient to you and we will get back to you as soon as possible. 

Supporting our customers and the community

What if I am experiencing financial hardship because of COVID-19?

Rest assured, we are here to support you. If you're experiencing financial hardship because of COVID-19, please get in touch so our team can work through ways to support you through these times.We are setting up a $1M hardship fund to assist our existing customers suffering genuine financial hardship retain their insurances.

We understand each situation is different and it’s important for us to work through this with customers individually.

You can reach our Call Centre on 0800 500 231 (8am - 8pm Monday to Friday; 8am - 6pm on weekends and public holidays). If you would like to speak to someone online, our Digital team team is available from 8am to 6pm, seven days a week including public holidays. 

What if I have cancelled my policy because I couldn’t afford it?

We understand some customers may have already contacted us to cancel their policy as a result of an updated financial position. 

If you’d like to discuss your insurance and cover options, please contact us so we can review the options available to you and ways that we can help you through these uncertain times.

Can AA Insurance customers expect a premium rebate as a result of the 2021 lockdown?

Last year’s premium rebate was based on a six-week nationwide lockdown and at this stage it remains too early to say what the impact of this lockdown will be. Our learnings from the last lockdown mean we need to consider the impact of not only the lockdown, but also post-lockdown, on our claims and costs that occur throughout the financial year. We are constantly monitoring the situation, including what we have learned about changes to driving behaviour and repair costs post-lockdowns. We’re committed to directly letting our customers know about any updates.

Important information: The AA Insurance Hardship Fund initiative is available to existing eligible AA Insurance customers with an eligible policy in place before 11.59pm, 17 August 2021. The AA Insurance Hardship Fund is not available for new customers who take out a new policy after 11.59pm, 17 August 2021. For full terms and conditions, see https://www.aainsurance.co.nz/hardship-terms. These terms and conditions are subject to revision and change by AA Insurance Limited without notice.