How to make a claim

12/12/2023

Generally speaking, in insurance, an event is a sudden, accidental and unforeseen occurrence that causes loss that you didn't intend or expect. General insurance policies are usually designed to help cover you for such events.

Here are a few actions you can take after an event and some information on how to make a claim if you’re an AA Insurance customer.

What to do straight after an event

In case of emergency, stay calm and make sure you and everyone else at the scene are out of danger. The safety of you and your whanau comes first. Here are a few actions you can take immediately after an event:

If you’ve had a burglary, report it to the police and write a list of everything that’s damaged and anything you can think of that’s missing.

The contents of a home affected by flooding

If your belongings have been damaged, either from an accidental event or fire, storm or flood, please take photos or videos of the damage. These photos can provide specific details about your lost or damaged items. More information on proof of ownership is available on our blog and we’ve put together a few tips for taking photos.

If you have been involved in a car accident, make note of the registration, make and model of any other car(s) involved. Take pictures of the other car(s) and the damage. Exchange contact details with the other driver(s) and any witnesses.

How to make a claim

There are two ways in which you can make a claim on your home, car or contents insurance:

Lodge a claim online via our website
Give us a call and lodge your claim over the phone

Most claims can be lodged online quickly and easily and, once you've submitted your claim, member of our team will get in touch with you.

However, we understand that there are some situations where you may need immediate assistance, like a car accident or a home burglary. If your claim is urgent, please call us on 0800 500 216. Our New Zealand-based call centre is on hand to help get things sorted for you. We’re open from 8am to 8pm weekdays and from 8am to 6pm weekends and public holidays.

The sooner you get in touch, the sooner we can help. We may need your policy number or personal details to locate your relevant policy. Your policy number begins with three letters, followed by nine numbers. It can be found on your insurance documents, such as your policy letter and policy schedule.

You’ll be given a claim number and a Customer Manager who will review your claim, answer any questions you may have and keep you informed about the progress of your claim.

Find out more about the claims process

We’ve outlined each step of the claims process for car, contents and home:

For guides to help you navigate insurance and simple explanations of key insurance terms, check out the Simplifying Insurance section on our blog.

Any questions?

Now’s a great time to review your insurance. We recommend checking your details are up to date and ensuring the policy and cover you’ve chosen is right for you and your insurance needs.

If you have any questions about your insurance, need to update your AA Insurance policies or would like a quote, don’t hesitate to contact us. We’re open from 8am to 8pm weekdays and from 8am to 6pm weekends and public holidays.

_{This blog provides general information only and is not intended to be a recommendation or personalised financial advice. Excesses, terms, conditions, limits and exclusions apply to AA Insurance Limited’s policies. Please check the}_{policy wording}_{for details of cover. The provision of cover is subject to the underwriting criteria that apply at the time.}