COVID-19 updates for AA Insurance customers
The following information is current as at 2 April 2020, and we'll update as needed.
Things are a little unsettling right now as New Zealand takes steps to minimise the spread of the COVID-19 (coronavirus) pandemic.
At AA Insurance, it’s important to us that we’re available to help you as you need it. This event is unprecedented, and we are all dealing with an unknown and very different situation. It will take time for us to fully understand the impacts to customers throughout the country, and how this may affect the service we offer. But we want to give you some peace of mind that AA Insurance is still operating during the lockdown period.
We will continue to be available to help you if, and when, you need us.
Our contact information can be found on our Contact page.
We understand you may have questions or concerns about your insurance with us. Rest assured, we’re here to help.
If you have a query or need to discuss a claim please get in touch with our Call Centre or Claims team. You can also contact us by email or by making a claim online and we will get back to you as soon as possible.
You can find all our contact details here. You can also manage your insurance online with My AA Insurance.
During these unprecedented times, claims may take a little longer to get sorted and we might take a little longer to respond. We are doing everything we can with suppliers and repairers to ensure your claims run smoothly and your policy is kept up to date.
If you are experiencing hardship, don’t hesitate to get in touch. We’re here to help and support you so you can continue to focus on the safety and wellbeing of you and your family. Just get in touch and together we can review the options available to you and ways that we can help you through these uncertain times.
We’re doing what we can to keep our staff safe and healthy, so we can be here for you when you need us. Our staff are now working from home - we appreciate your patience and understanding during this time.
We will continue to update our FAQs below.
Are you open? What about Customer Service Centres or AA Centres?
As an essential service, we’ve got our team set up and working from home, ready to help you if, and when, you need it.
This does, however, mean that in-person services such as vehicle repairs at our Customer Service Centres in Auckland and Hamilton will be closed until further notice. All AA Centres are also closed.
Our Call Centre is available 8am - 8pm Monday to Friday and 8am - 6pm on weekends and public holidays if you have any questions or concerns about your insurance.
How is this affecting my insurance?
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. We are following all Ministry of Health guidelines to keep you and our staff safe.
Can I still organise new insurance cover with AA Insurance?
Yes, you can still contact us on 0800 500 213 to arrange insurance cover. We are open 8am-8pm weekdays and 8am-6pm weekends. You can also get a quote and start your policy online at a time convenient to you.
Can I still make a claim?
Yes, our claims teams are available on 0800 500 213 should you need to make a claim. We are open 8am-8pm weekdays and 8am-6pm weekends. You can also start your claim online at a time convenient to you and we will get back to you as soon as possible.
Will my car claim still be accepted if my WoF runs out and I am unable to get a new one?
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 the lockdown period.
As a landlord, will my rental property still be covered if I am unable to carry out a routine inspection due to the lockdown period?
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 drivers licence during the lockdown period and I need to drive my car?
If your licence expires within the lockdown period, we will continue to cover you provided you continue to meet your current drivers licence conditions.
What is the impact of COVID-19 on my AA Travel policy?
What is the impact of COVID-19 on my AA Life policy?
What is the impact of COVID-19 on my AA Health policy?
Is the COVID-19 lockdown going to affect my access to AA Home Response services?
AA Home Response will be operating throughout the lockdown as its plumbing, locksmith and electrical services have been classified as an essential service for emergency work only. Emergency work is deemed to be services that are immediately needed to maintain human health and safety in your home. Further information is available here.
What if NZ Post stops delivering, will I still receive communications from AA Insurance?
At this stage NZ Post and our mail house are considered essential services and will continue to deliver your policy notices to you. You can also arrange for your important documents and notices to be sent via email, using My AA Insurance or contact us.
Making a claim
Will going to Alert Level 4 impact my claim?
We are currently working with our suppliers to ascertain the impact Alert Level 4 may have on supply of parts and services.
If your claim isn’t urgent, we are encouraging customers to lodge their claim online in the first instance and a claims manager will be in touch in due course. This may mean it takes longer than our usual next day response.
I have a claim in progress, how will the self-isolation affect this?
The lockdown is impacting our repairers and our access to supplies and parts.
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.
If your claim is non-urgent, you may experience longer than normal lead times for your claim to be settled but we will be in touch to give you updates as they come to hand.
What if I am experiencing financial hardship because of COVID-19?
If you’re experiencing financial hardship because of COVID-19, please contact our Call Centre on 0800 500 231 (8am - 8pm Monday to Friday; 8am - 6pm on weekends and public holidays) so our team can work through ways to support you through these times. If you would like to speak to someone online, our Live Chat team is available from 8am to 5pm Monday to Friday.