Caring for our customers during COVID-19

 

We are keeping up-to-date with the latest Government announcements on COVID-19, and we want you to know that we will continue to be here for you.

At the end of March, we set up a Customer Care Team to support customers facing financial hardship. 

If you are experiencing financial hardship, we'd like to understand your situation and how we may be able to help.

Please fill out this form ​to let us know a few details - we'll keep everything confidential of c​​ourse.

Our specialist Customer Care Team will aim to be in touch within five working days to work with you to lighten the load. Rest assured we're working hard to reach out to you as quickly as possible.

Answering your calls​​​

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Our phone lines are a bit busier than ​usual, so if you try to call us and experience longer waiting times, we're sorry.​


COVID-19 frequently asked questions​​

We understand that you may have questions about your insurance cover. Please scroll down to find some answers to some commonly asked questions. 

The following information will be updated as required. 

Help for payments and financial hardship​

My financial situation is uncertain, so I need to cut back on expenses. How can I reduce my premium and still have​ cover?

Each customer’s situation is unique, so we offer a range of tools to support customers who are having difficulty paying their premiums. 

These tools can help tailor your insurance to ensure it still meets your needs while reducing the premium you pay. These include making changes to your excess, policy types and cover.

Some things you could consider include:

 - opting for a higher excess as this may lower your premium

 - changing the type of cover you have

 - reviewing your eligibility for car club discounts

 - changing your payment frequency.​

Please contact us and we can help you work through a review of your insurance.​


Finding it difficult to pay your premiums?

We understand this is a difficult time for some of our customers. To help those affected, we've set up a sepcialist Customer Care Team to help support our customers who are facing financial hardship.

If you’re finding it difficult to make ends meet, we have a range of tools available to help tailor your insurance to ensure it still meets your needs while reducing the premium you pay.  Every customer’s situation is unique, so we encourage customers who may be facing hardship to contact us as soon as possible so that we can provide them with options on their policy.​


My insurance premium is due but I don’t have the money to make this payment? What can I do? ​

If you are paying annually, you may find changing the frequency of payments to monthly may suit you better at this time. If you have concerns about making a payment by the due date, please contact us on 0800 807 926 as we want to help and ensure you remain covered.

 

I’m not driving my car as much. Can I get a discount on my car insurance?

​We constantly review our pricing to ensure you pay a fair and appropriate amount for your insurance. Pricing is based on a number of factors and not all risks of car ownership are associated with driving. Other factors which impact on pricing include, where you live, your vehicle type as well as the frequency of car claims in New Zealand and the cost of those claims. 

We know the COVID-19 pandemic has been tough on everyone so if you'd like to reduce the amount you're paying, please call us. We have a number of options available that can help tailor your insurance to ensure it still meets your needs while reducing the premium you pay.

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Claims

Can I make a claim​​​ while the COVID-19 alert levels are in place?

Yes, please call us on 0800 807 926. 


What does the current alert level mean for my claim?

We will continue to support our customers. Here's what you need to know:

- Most businesses are open with extra safety measures in place, as per the government guidelines. These may include hygeine practices, social distancing and contact tracing. 

- That means most assessments and repairs will be able to take place. 

- If you have repairs scheduled, your repairer will be in touch to reschedule, if needed. If the date suggested doesn't suit you, or if you would prefer to delay your repairs to a later date, please talk about this with your repairer. 

- To keep everyone and well, you'll be asked some health and safety questions before an assessor, supplier or repairer begins work on a claim. 

- If you've already made a claim, we'll be in touch soon to discuss next steps. You don't need to do anything else.


Should I wait to claim till after the COVID-19 situation is over?

No, please go ahead and lodge your claim as soon as possible. We may be able to offer a resolution now. If it has to wait till after the government restrictions are lifted, your claim will be prioritised at the time.