We are here to help
We understand things can be uncertain and stressful when the unexpected happens but, rest assured, we’ll get things sorted as quickly as possible.
Many Kiwis need a helping hand to recover from the recent cyclone and storms. Our focus is to review and resolve customer claims as efficiently as possible. We have established a dedicated Weather Events team, and many of our suppliers are bringing on extra team members to assist us in getting claims sorted.
Our experienced team is ready to help
New claims
If you need immediate help with urgent repairs to make your home safe or to arrange emergency accommodation, please call us on 0800 500 216. We are prioritising these types of claims to help those most in need first. You can also lodge your claim online.
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, you can also Live Chat with the team from 8am-6pm seven days a week.
Existing claims
AA Insurance is currently helping a lot of customers with repairs and recovery. We have extra people on hand, and many of our suppliers are bringing on extra team members to assist us to get claims sorted as quickly as possible. If you have lodged a claim or made an enquiry with us, you can have confidence we will be in touch as soon as we can.
We’ll continue to keep you updated over the phone, via email or SMS. If you have any concerns about your claim or need to send us any additional information, please email myclaim@aainsurance.co.nz with your claim number in the subject line and your query will be automatically assigned to your claim. Alternatively, our claims team is available 8am -8pm Monday to Friday on 0800 500 216, if you require something urgently.
What to expect
Home claims
Latest updates
Claims are currently taking longer than usual timeframes. We’ll continue to keep you updated over the phone, via email or SMS. If your situation has changed, you have any concerns about your claim or need to send any additional information, please get in touch.
We’re currently experiencing delays for some geotechnical engineering land assessments. This means further delays in reports required to progress some claims.
Where your EQC claim is accepted and depending on the damage and cover available, settlements could vary. In most instances, AA Insurance will arrange for your EQC claim to be settled with a cash payment.
We’ve partnered with Morgan Project Services (MPS) for some flood claims. MPS also help with our business-as-usual claims and have experience helping AA Insurance customers for over 10 years. If MPS has been assigned to your claim, they will assign a Project Manager for the duration of your claim. We’ll also assign a Customer Manager from AA Insurance who will work alongside your Project Manager to ensure your claim progresses. They’ll also be available for any queries about your insurance cover.
If you have selected to use your own builder to get a quote and haven’t already sent us a quote, please send this through to myclaim@aainsurance.co.nz with your claim number in the subject line, and we will review and contact you as soon as we can. If you have sent us your quote, we are currently working through these and appreciate your patience.
We are not currently attending any planned community hubs. Instead, if you need to discuss your claim, have any concerns or need to send any additional information, please get in touch.
We’ve received reports of scammers saying they’re us, asking for money to start a claim. If you’ve made a claim and need to pay your excess, you can rest assured that we have strict customer identification and verification processes in place which we will run through before discussing anything about your claim or taking a payment. For example, we will ask you to confirm who you are to ensure we’re speaking with the right person and in turn we’ll confirm details of your claim. If, however, you are receiving a cash settlement for your claim, we will typically deduct the applicable excess from your settlement so you will not need to make a payment to us. Please note, we will never ask for cash to pay an excess or for you to provide your details if you are not comfortable. If at any point you’re not comfortable, would like to verify your details or verify that you’re speaking with us, we can send an email to the address you nominated when making your claim. Alternatively, you can call your customer manager back to verify our details on 0800 500 216.
Contents claims
Latest updates
If you haven’t yet sent your Customer Manager details of your claim and what has been lost or damaged, please provide us with photos and we’ll look after the rest. Once we’ve reviewed your claim (photos, details of what’s lost/damaged), we will be able to progress with settlement. In the majority of cases, we will look to cash settle, however, this depends on your claim and is at our discretion.
We are not currently attending any planned community hubs. Instead, if you need to discuss your claim, have any concerns or need to send any additional information, please get in touch.
We’ve received reports of scammers saying they’re us, asking for money to start a claim. If you’ve made a claim and need to pay your excess, you can rest assured that we have strict customer identification and verification processes in place which we will run through before discussing anything about your claim or taking a payment. For example, we will ask you to confirm who you are to ensure we’re speaking with the right person and in turn we’ll confirm details of your claim. If, however, you are receiving a cash settlement for your claim, we will typically deduct the applicable excess from your settlement so you will not need to make a payment to us. Please note, we will never ask for cash to pay an excess or for you to provide your details if you are not comfortable. If at any point you’re not comfortable, would like to verify your details or verify that you’re speaking with us, we can send an email to the address you nominated when making your claim. Alternatively, you can call your customer manager back to verify our details on 0800 500 216.
Car claims
Latest updates
If you need your car towed, please be aware that tow trucks are in high demand due to the scale of the event. We’re processing requests as quickly as possible, however, we are experiencing delays and issues with access to some affected cars.
Getting your insurance sorted
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Working together
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