COVID-19 financial support for AA Insurance customers

We're here for you

Things can happen fast, and we understand the challenges you face during this time of uncertainty. Rest assured, we are here to support our customers.

If you're experiencing financial hardship because of COVID-19, please don’t hesitate to get in touch and together we can review the options available to you and ways that we can help you through these times.

We are mindful Kiwis are feeling more financially vulnerable and to support our existing customers we have created a $2 million fund to support our existing customers suffering from 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 Live Chat team is available from 8am to 6pm, seven days a week including public holidays.

Alternatively, you can fill out our Financial Hardship form and we'll get in touch with you at a time that suits. Financial hardship support is available to eligible customers. Terms and conditions apply.

Please see below for more information on how we are supporting our customers.

Frequently asked questions

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

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

If needed, our team can be working from home. 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.

Why have you chosen the date of 16 April 2020?

We are mindful New Zealanders are feeling financially vulnerable with many facing job losses, reduced incomes and employers that may be facing an uncertain future. It was important to us that customers were made aware of the support available to them as soon as possible. This meant that our decision to formalise our customer support was made the same day it was announced.

We understand there will be some customers who may have already paid premiums or made changes to their policies as a result of the impacts of COVID-19. If you’d like to review or discuss your cover, please get in touch and together we can review the options available to you and how we can help you through these uncertain times.

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.

What if I have already 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.

Are the financial initiatives available to new customers?

We understand Kiwis are feeling more financially vulnerable as they deal with job losses, reduced incomes and businesses with uncertain futures. Whilst we strongly believe in fairness and doing the right thing during these extraordinary times, we are only able to provide access to the Hardship Fund to existing customers who were insured with AA Insurance before 5pm, Thursday 16th April 2020.

If you are a new customer and purchased a policy with us after 5pm, Thursday 16th April 2020, rest assured our staff are committed to helping you to ensure your policy remains suitable for you and meets your insurance needs. We are in a financially strong position to support you should you need to make a claim in the future. AA Insurance Ltd has an A+ (Strong) Insurer Financial Strength Rating given by Standard and Poor’s (Australia) Pty Ltd.

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.

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.

Are all insurers supporting customers?

We can only speak for AA Insurance. We pride ourselves on being one of the most trusted brands in NZ and we are one of the largest car insurers in the country. We believe this is absolutely the right thing to do for AA Insurance and for our customers.

Can I organise new insurance with AA Insurance?

Yes, you can still contact us 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.

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

Rest assured, we are here to support you. We have created a $2 million fund to assist our existing customers suffering genuine financial hardship retain their insurances. 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 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 Live Chat team is available from 8am to 6pm, seven days a week including public holidays. Alternatively, you can fill out our Financial Hardship form and we'll get in touch with you at a time that suits. Financial hardship support is available to eligible customers. Terms and conditions apply.

Important information: The AA Insurance Hardship Fund initiative is available to existing eligible AA Insurance customers who have taken out an eligible policy with a commencement date starting before 5 pm, 16 April 2020. The AA Insurance Premium Freeze initiative is available to existing AA Insurance customers who have an eligible policy that is renewed on or after 16 April 2020. The AA Insurance Hardship Fund and Premium Freeze initiatives are not available for new customers who take out a new policy after 5 pm, 16 April 2020. 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.