Caring for our customers during COVID-19

At all levels of the COVID 19 Protection Framework, essential services remain up and running. We have appropriate safety measures in place and our teams are set up to work remotely when required. This means at any traffic light level, we’re available to help.

Please scroll down for information on:

· frequently asked questions;

· payments and financial hardship;

· and how to get in touch with us.

Frequently Asked Questions

These Frequently Asked Questions will continue to be updated as we learn more and respond to the ongoing COVID-19 situation.


How are you handling claims throughout the COVID 19 Protection Framework?

·We’ll continue to apply our safety measures at all levels of the traffic light system as per government guidelines. These may include 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 your claim.

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 am expecting a payment from you. How will this be paid?

If we need to make a payment to you, such as a refund, we will pay you by direct credit to your bank account, where possible. This will ensure you get your payment safely, conveniently and as soon as possible.

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.