FAQs

You'll find answers for many of your questions here. If you have a more specific question or want more detail, please contact us or call us on 0800 500 231.



About AA Insurance

  • How can I give feedback?
  • We would love to hear from you.

    Call us on: 0800 500 213

    Email us: info@aainsurance.co.nz

    Write to us: AA Insurance, PO Box 992, Shortland St, Auckland 1140

  • How do I make a complaint?
  • Step 1 — If for any reason you are unhappy with our service, please contact us.  

    Call us on: 0800 500 213 

    Email us: info@aainsurance.co.nz

    Write to us: AA Insurance, PO Box 992, Shortland St, Auckland 1140

    If needed, we have Team Leaders on hand to assist you and we can involve a Senior Manager if necessary.

     

    Step 2 — Review.  If you’re not satisfied with the outcome at Step 1, we have a Customer Resolution Service available to assist you.

     

    Step 3 — If our Customer Resolution Service is unable to resolve the issue, you will be issued with a letter of deadlock and you can contact the Insurance & Financial Services Ombudsman of New Zealand (IFSO) directly:

    Phone:  0800 888 202

    Email:  info@ifso.nz

    Post:  IFSO Scheme, PO Box 10-845, Wellington, 6143

  • Who is AA Insurance?
  • AA Insurance launched in 1994 and is a joint venture between the New Zealand Automobile Association (NZAA) and Vero New Zealand, which is part of the Suncorp Group.

    AA Insurance Ltd has an A+ (Strong) Insurer Financial Strength Rating given by Standard and Poor’s (Australia) Pty Ltd.

    The rating scale is:

     AAA Extremely Strong  AA Very Strong
     A Strong  BBB Good
     BB Marginal  B Weak
     CCC Very Weak  CC Extremely Weak
     SD Selective Default  D Default
     R Regulatory Supervision  NR Not Rated

    The rating from 'AA' to 'CCC' may be modified by the addition of a plus or minus sign to show relative standing within the major rating categories.

    For more information visit Standard & Poor's  |  About Credit Ratings


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Car Insurance

  • Can I choose my own repairer?
  • If you need to make a claim, we will choose from our group of approved repairers to fix your car. If you wish to go to your own repairer, we can choose to pay you the reasonable costs to fix your car as estimated by our assessor. Check your Car insurance policy for more details.

  • Can I include Rental Cover on my policy?
  • You can include Rental Cover on our Comprehensive policy but it’s not available for Third Party or Third Party, Fire & Theft policies.  If you choose not to include this benefit, you will need to pay the full cost of a rental vehicle while your vehicle is repaired.

  • Do you guarantee repairs?
  • We offer a Lifetime Repair Guarantee when your vehicle is repaired by one of our approved repairers.  We guarantee the quality of workmanship, parts and materials used to complete the repairs for your claim. The guarantee will remain in place while your vehicle is registered for road use in New Zealand.

  • How can I reduce my car insurance premium?
  • There are a number of ways you can reduce your car insurance premium with us.  If you have a Comprehensive policy you could choose to exclude benefits, such as Rental Cover or Excess-Free Glass Cover, in exchange for a lower premium.

    Another way to reduce your premium is to choose a higher excess in return for a lower premium.  Remember, you will only need to pay your excess if you make a claim.

  • What does Agreed Value mean?
  • Agreed Value is the amount we have agreed to insure your vehicle for and is set at the beginning of each period of cover.  The value shown on your policy schedule is what you will receive if your car is written off or stolen and does not change during this period of cover.

    Your Agreed Value is automatically reviewed at each renewal and is based on a figure provided by ‘Redbook’, a company that specialises in vehicle valuations. They update us with new values on a monthly basis. They calculate valuations using current market conditions such as sales at auction, dealerships, manufacturers, newspapers and field research.  It is important you check the value shown on your policy schedule and discuss it with us if you have any concerns.

  • What does Market Value mean?
  • If your car is insured for Market Value and it’s written off or stolen, you’ll receive what the car was worth that day, which can be an unwelcome surprise. At AA Insurance, we only offer Agreed Value, as we believe it’s fairer than Market Value.

  • Why does my Agreed Value change at renewal time?
  • When your policy renews, your Agreed Value is updated based on a figure provided by ‘Redbook’, a company that specialises in vehicle valuations. They update us with new values on a monthly basis. They calculate valuations using current market conditions such as sales at auction, dealerships, manufacturers, newspapers and field research.

    It is important you check the value shown on your policy schedule and discuss it with us if you have any concerns.

  • Who is covered to drive my car?
  • Our car insurance has an open driver policy, unless a special term has been applied to your policy. This means that any licensed driver who has your permission to drive your car, will automatically be covered, provided they don’t have any unacceptable traffic or criminal convictions and have not made any unacceptable claims or had unacceptable accidents (for example, using the car illegally).Please see your policy schedule to determine if a special term has been applied to your policy.


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Contents Insurance

  • Is my contents covered for earthquakes and other natural disasters?
  • Yes, your contents are covered by natural disaster top-up cover if your claim has been accepted by the Earthquake Commission (EQC). Your Contents Insurance premium includes an amount for natural disaster insurance which is provided by the Earthquake Commission and is called EQCover. If the unexpected happens and your contents are damaged by a natural event, we’ll top up the EQCover, to your Sum Insured limit, to ensure you can get your life back to normal as quickly as possible.

  • Do I get a package discount if I have more than one policy with AA Insurance?
  • If you take out two or more insurance policies with us, you’ll automatically qualify for a Multi Policy Discount. Depending on when you take out your policies, your discount will be applied at the time you pay, or as a refund once your policies have been issued.
     

    This will automatically be applied to your policies when they next renew.

  • Do I need to list valuable items separately on my contents insurance policy?
  • Yes, it’s really important to tell us about these things as we may need to increase the event limit within your policy. 

    Let us know about valuables such as jewellery, cameras, bicycles, works of art and any coin, stamp, card or medal collection so we can specify them on your policy and increase the limit.  We have standard limits for certain valuables and if we don’t know about the extra cover you need for your special items, the standard limit will apply.

    Check our Contents Insurance page or contact us and we’ll discuss if you need more than the standard limit for any items.

  • How can I reduce my contents insurance premium?
  • One way to reduce your premium and make your contents insurance more affordable is to choose a higher excess in return for a lower premium.  Remember you will only need to pay your excess if you make a claim.

  • What does ‘New for Old’ mean on my contents insurance policy?
  • If something you own is stolen, accidentally lost or damaged beyond repair, we’ll replace it with a brand new item, to the nearest equivalent of the original, regardless of age.  So if your five year-old TV is stolen, we’ll replace it with a brand new TV equivalent to your original.  The only exceptions are clothing, footwear, and cosmetics where age, use and condition are taken into account.

  • What happens to my insurance cover if I go on holiday?
  • If you are going on holiday within New Zealand and your contents has not been permanently removed from your home then your cover will continue as normal.  There is no cover under this policy for contents when taken overseas.

  • What happens to my insurance cover if my home is unoccupied?
  • Owner occupied and renting:

    If your contents is usually kept in the home you own, or are renting, and your home is unoccupied for more than 60 days, an additional long-term unoccupied excess applies to any accidental damage on or after day 61.

    Holiday home:

    If your contents is usually kept in your holiday home, we will continue to provide cover when it’s left unoccupied.

  • What is the EQC?
  • The EQC or Earthquake Commission is a government body set up to help cover damage caused by an earthquake or natural disaster.  For more information visit the EQC website.

  • Who is covered under my contents insurance?
  • Your Contents Insurance will cover the possessions of you and family normally living with you at your address and not covered by a Tenancy Agreement. However, it doesn’t cover people you’ve invited into your home — for example, tenants or party guests.

    Cover is also provided while children are living at boarding school, with limited cover for children living in tertiary accommodation.


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Discounts and managing my premium

  • Do I get a discount on my insurance for being an AA Member?
  • Yes, we offer an AA Member discount on annual insurance premiums for most policies. The discount you receive will depend on how long you have been an AA Member.

    The table and information below provide a summary of AA Member Discounts exclusive to AA Members, and the terms and conditions of how they are applied.

    AA Member Years Comprehensive Third Party / Third Party Fire & Theft
    Home

    Contents
    1 to 4 $10 $5 $5 $10
    5 to 9 $25 $5 $5 $15
    10 to 14 $35 $10 $10 $30
    15+ $50 $10 $10 $50

    Terms and Conditions:

    1. The AA Member Discounts are correct at time of publication and are subject to change without prior notice to the policy holder.
    2. AA Member Discounts do not apply to caravan, trailer, classic vehicle, or motorcycle.
    3. AA Member Discounts are only applicable to financial personal AA Memberships. They do not apply to the following:
      • - AA Business Care Membership.
      • - Policies where the motor vehicle is a fleet vehicle used for business purposes.
      • - Policies where the home is insured under a body corporate account.
    4. AA Member Discounts are annual dollar discounts. The dollar discount is based on a 12 month policy period. Any policy less than 12 months will be calculated on a pro rata basis for the period since the start date of the policy.
    5. AA Member Discounts are deducted from the total annual premium due.
    6. AA Member Discounts are calculated and applied at the start date of a new policy and at the annual renewal of a policy.
    7. Policy holders’ personal information is held pursuant to our privacy policy and subject to the Privacy Act 1993.
  • Do you offer a Lifetime Repair Guarantee on vehicle repairs?
  • Yes, we provide a Lifetime Repair Guarantee on any repairs carried out by one of our AA Insurance Quality Repairers as the result of a claim with us. We will guarantee the quality of their workmanship, parts and materials used to complete the repairs on the vehicle. This guarantee remains in place for the life of the vehicle, which means if you sell the vehicle, the guarantee will transfer over to the new owner.

  • Do you offer any package discounts?
  • If you take out two or more insurance policies with us, you’ll automatically qualify for a Multi Policy Discount. Depending on when you take out your policies, your discount will be applied at the time you pay, or as a refund once your policies have been issued.

    This will automatically be applied to your policies when they next renew.

    If you’re not sure you qualify, call us on 0800 500 213 and one of our friendly consultants can talk to you about your specific situation.

  • How can I reduce my insurance premium?
  • There are a number of ways you can reduce your car insurance premium with us.  If you have a Comprehensive policy you could choose to exclude benefits, such as Rental Cover or Excess-Free Glass Cover, in exchange for a lower premium.

    For all policies, an easy way is to choose a higher excess in return for a lower premium.  Remember, you will only need to pay your excess if you make a claim.


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Home Insurance

  • Do I get a package discount if I insure my home and contents with AA Insurance?
  • If you take out two or more insurance policies with us, you’ll automatically qualify for a Multi Policy Discount. Depending on when you take out your policies, your discount will be applied at the time you pay, or as a refund once your policies have been issued.
     
    This will automatically be applied to your policies when they next renew.
  • How can I find out how much to insure my home for?
  • There are several ways to calculate the cost of rebuilding your home, including:

    1. Using an online calculator such as the Cordell Online Calculator*. The Cordell Online Calculator provides estimated typical building replacement costs for standard residential homes.
    2. Obtaining a valuation completed by a builder, architect, quantity surveyor or other building expert.

    There are many details that need to be taken into account when assessing the rebuild cost of your home, and because no one knows your home better than you do it’s up to you to determine the rebuild value of your home and provide your Sum Insured. Each home is unique; made from a variety of different materials, to different qualities and sizes and it is important that the sum insured reflects this. 

    For a full description of what’s included as part of your home, please read the ‘Your home includes’ section of your AA Insurance Home Insurance policy document.

    More FAQs around our Sum Insured Home Insurance policies can be found here — Sum Insured FAQs.

  • How can I reduce my home insurance premium?
  • These changes will have no impact on premiums.

    As with any renewal, you may see a change in your premium which could be due to inflation.

    If you're looking for ways to reduce your premium, one way to make your home insurance more affordable is to choose a higher excess in return for a lower premium. Remember you will only need to pay your excess if you make a claim. Alternatively, you could remove any options like the Excess-Free Glass Cover benefit.

  • Is my home covered for earthquakes and other natural disasters?
  • Yes, your home is covered by natural disaster top-up cover if your claim is first accepted by the Earthquake Commission (EQC). Your Home Insurance premium includes an amount for natural disaster insurance, which is provided by the Earthquake Commission and is called EQCover. If the unexpected happens and your home is damaged by a natural event, we’ll top up the EQCover, to your Sum Insured limit, to ensure you can get your life back to normal as quickly as possible.

  • What happens to my home insurance cover if my home is unoccupied?
  • Owner occupied:

    If your home is insured as owner occupied and it is unoccupied for more than 60 days, an additional long-term unoccupied excess applies to any accidental damage on, or after, day 61.

    Holiday home:

    If your home is insured as a holiday home we will continue to provide cover when it’s left unoccupied.

  • What happens to my insurance cover if I am renovating my home?
  • Your Home insurance policy covers new building work up to $50,000. There are a number of circumstances that aren’t covered, such as new building work worth more than $50,000, or alterations involving load bearing walls.

    Please see your Home insurance policy for the full details — it’s important to read this to determine whether or not you will be covered. It is also one of your policy conditions to contact us immediately if your home will undergo any structural alterations or structural additions.

  • What is the EQC?
  • The EQC or Earthquake Commission is a government body set up to help cover damage caused by an earthquake or natural disaster. For more information visit EQC website.

  • How can I get Replacement Cover included in my Home or Landlord Insurance cover?
  • Replacement Cover will be applied to your policy automatically, when you purchase a new policy after 30 August 2016, or when your policy next renews after 26 September 2016. 
     
    In an event other than a natural disaster, we’ll use Replacement Cover to settle your claim, as long as you have taken 'reasonable steps' to give us an accurate size for your home and you have calculated an accurate Sum Insured
  • What ‘reasonable steps’ do I need to take to ensure I get Replacement Cover?
  • Using a LIM report or some other council authorised document to calculate the accurate size of your home is considered reasonable steps. Guessing the size of the home or using a measuring tape to try and estimate it, are not considered reasonable steps. 
     
    Reasonable steps includes using tools we have provided such as the Cordell online Calculator or getting a qualified professional to calculate an accurate Sum Insured. Taking a guess or relying on your property’s CV/market value are not reasonable steps. 
  • Why is Replacement Cover only offered for non-natural disaster events?
  • Offering full replacement on all events would significantly increase our reinsurance costs, which would mean significantly higher premiums. 
     
    To keep our premiums at a competitive and affordable price, we have chosen to only offer this cover for non-natural disaster events. 
  • Why is AA Insurance offering Replacement Cover?
  • We appreciate that many customers have difficulty calculating an accurate Sum Insured and understand it can be stressful contemplating whether the amount calculated is enough. To eliminate stress and provide you with greater peace of mind, we introduced Replacement Cover.
  • Will I still get Replacement Cover if I’ve given a low Sum Insured?
  • The purpose of our policy is to insure what you currently have, putting you back into the position you were prior to an event happening. 
     
    Calculating and providing an accurate Sum Insured is a qualifier for Replacement Cover. If you do not take reasonable steps to provide this, you will only have cover up to the limit of the Sum Insured.
     

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Making a claim

  • If I forget to tell you something, will it affect my claim?
  • It’s important that when you take out insurance, and when you make a claim, the information you give is honest, complete, up-to-date and relevant. If you leave out something important this could result in you having no cover. It is also important to tell us when things change for you — for instance, if you change address or are convicted of a criminal offence — so we can keep your insurance up-to-date.

    You can find more information in your Policy Document under the heading, ‘You must tell us if there are any changes in circumstances’ or contact us for more information.

  • If I make a claim will my premium increase?
  • Your premium will not increase as a result of a home or contents claim.

    Your Car Insurance premium could increase if you make a claim, unless it's clear that you were not at fault.

  • What should I do if I’m in a car accident?
  • First, make sure that everyone is safe and out of danger – call emergency services if you need to.
     
    Then you can exchange details with the other drivers or witnesses. It’s important you get the name, address, phone number, vehicle registration and insurance company of the other driver involved in the accident.
     
    If an uninsured driver hits your vehicle, it’s important that you also identify the person (ask to see his or her licence and note the number if possible), the car (make, model, colour and registration number), the contact details of any witnesses and, if a police officer attended, get his or her name and ID number.
     
    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. If your car can’t 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.
     
  • What should I do if my car is stolen?
  • It may sound obvious, but check with towing companies before reporting your car stolen — it may just have been towed.

    If your car has 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.  After that, give us a call as soon as you can on 0800 500 216.

    In straightforward cases, we wait about 10 days for the car to be recovered. If it’s not recovered during that time, 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.


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Paying my insurance premium

  • What are my payment options?
  • There are a number of ways you can pay your premium:

    Online

    To pay your renewal premium online, use your credit card or debit card to pay your policy.

    Internet Banking

    You can pay your premium from your bank account. Select AA Insurance – Premium as the Bill Payee. Enter your Customer PRN in the Particulars field. The PRN is your Payment Reference Number; please refer to your most recent policy schedule.

    Phone

    Call us on 0800 500 213 to pay your premium via credit or debit card or set up direct debit payments. You can pay fortnightly or monthly from your bank account or credit card. Give us a call and we can arrange it all over the phone.

    AA Centres

    Search for an AA Centre where you can pay your premium.

    Payment Frequency

    Choosing to pay by monthly or fortnightly instalment affects your premium. You’ll pay less if you choose to pay annually. See our terms for more information.


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