Caring for our customers during COVID-19

The COVID-19 pandemic has impacted all of us, and we understand that life has changed for many of our customers. We will continue to be here for you.

At all COVID-19 Alert Levels, essential services remain up and running. Insurance is classified as an essential service, and our teams are set up to work remotely when required. This means at any alert level, we’re available to help.

Please scroll down for information on:

·payments and financial hardship;

· how to get in touch with us;

· and our service under each Alert Level.


Help for payments and those experiencing financial hardship

Are you experiencing financial hardship or finding it difficult to pay your premiums?

We know this is a challenging time for many New Zealanders and many New Zealand businesses. We have a range of ways to help customers save on premiums, so you can stay insured and protected. We may also be able to help if you can’t afford your excess and you need to make a claim.

If you’re experiencing financial hardship due to COVID-19, please click the link below, fill in the form and we’ll be in touch with you within five working days.

Request financial hardship assistance


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 or claims excesses. 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 review your insurance.​


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

We regularly 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, the frequency of car claims in New Zealand and the cost of those claims.

If you’d like to reduce the amount you’re paying, please get in touch. 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.


Getting in touch

  • ​​​· Call us on 0800 807 926. Our contact centre hours are 8:30am – 5pm Monday to Friday. We are closed during weekends and public holidays.


Alert Level 1

Service

· We’re here for you. Get in touch.

Claims

· Give us a call on 0800 807 926. Find out more.

· Claims and repairs can proceed. Extra safety measures may be in place, such as hygiene practices, social distancing and contact tracing.

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

· There may be some delays, particularly if parts or supplies are coming from overseas.

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


Alert Level 2

Service

· The majority of our people are working remotely and are available to help you. Thank you for your patience and understanding if things take a little longer during this time. Get in touch.

Claims

· Give us a call on 0800 807 926. Find out more.

· Claims and repairs should be able to proceed. Most businesses are open with extra safety measures in place, such as hygiene practices, social distancing and contact tracing.

· To keep everyone safe 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 made a claim, we’ll be in touch soon to discuss next steps. You don’t need to do anything else.

· There may be some delays, particularly if parts or supplies are coming from overseas.

· If you have repairs scheduled and your repairer needs to reschedule, they will contact you.


​Alert Level 3

Service

· Our team is working from home and is available to help you over the phone and online. Thank you for your patience and understanding if things take a little longer during this time. Get in touch.

Claims

· Give us a call on 0800 807 926. Find out more.

· Some claims assessments and repairs may be able to proceed with extra safety measures in place, such as hygiene practices, social distancing and contact tracing.

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

· There may be some delays, particularly if parts or supplies are coming from overseas.

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

· If you have repairs scheduled:

oand your repairer needs to reschedule, they will contact you;

o or you would prefer to delay your repairs to a later date, please talk about this with your repairer.


​Alert Level 4

Service

· Our team is working from home and is available to help you over the phone and online. Thank you for your patience and understanding if things take a little longer during this time. Get in touch.

Claims

· Give us a call on 0800 807 926. Find out more.

· We are only able to carry out assessments and repairs required to maintain essential services, such as maintaining vehicles used to provide essential services.

· If you had repairs scheduled, your repairer will be in touch with you to reschedule once they reopen for business.

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