Caring for our customers during COVID-19

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:

  • frequently asked questions;
  • payments and financial hardship;
  • how to get in touch with us;
  • and our service under each Alert Level.

Frequently Asked Questions

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


CLAIMS


Will my car get assessed or repaired during Alert Level 4?

We are only able to carry out assessments and repairs required to maintain 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.


Can I make a claim during Alert Level 4?

Yes, please call us on 0800 501 508.


Should I wait to claim until after Alert Level 4?

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 until after Alert Level 4, your claim will be prioritised when restrictions are lifted.


How are you handling claims during Alert Level 4?

We are only able to carry out assessments and repairs that are required to maintain the necessities of life or are critical to safety, such as ensuring homes remain habitable and safe and assessing and repairing vehicles used for providing essential services.


CLAIMS AT ALERT LEVEL 3


Will my car get assessed or repaired during Alert Level 3?

At COVID-19 Alert Level 3, we’ll continue to support our customers in every way we can.

Here’s what you need to know:

  • At Alert Level 3 some businesses will be back up and running, with extra safety measures in place as per government guidelines. These may include hygiene practices, social distancing, and contact tracing.
  • That means, some assessments and repairs will be able to take place.
  • If you had repairs scheduled, your repairer will be in touch to reschedule. 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 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 already made a claim, we’ll be in touch soon to discuss next steps. You don’t need to do anything else.

Can I make a claim during Alert Level 3?

Yes, please call us on 0800 501 508.


Should I wait to claim until after Level 3?

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 until after the government restrictions are lifted, your claim will be prioritised at that time.


How are you handling claims?

At COVID-19 Alert Level 3, we’ll continue to support our customers in every way we can.

Here’s what you need to know:

  • At Alert Level 3 some businesses will be back up and running, with extra safety measures in place as per government guidelines. These may include hygiene practices, social distancing, and contact tracing.
  • If you had repairs scheduled, your repairer will be in touch to reschedule. 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 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 already made a claim, we’ll be in touch soon to discuss next steps. You don’t need to do anything else.

MOTOR VEHICLES


My Warrant of Fitness/Certificate of Fitness (WOF/COF) has expired during the lockdown period. Am I still covered?

We would not decline a claim solely on the basis of an expired WOF/COF. However, if there are road worthiness issues, and those road worthiness issues directly caused an accident, then we may not accept the claim. It is your responsibility to ensure your vehicle is maintained and in roadworthy condition. Please remember to get your WOF/COF as soon as you can after the government restrictions are over - we want all our customers to be driving safe vehicles.


I can’t renew my driver’s licence during lockdown. Am I still covered?

We will not decline cover or seek to decline a claim where your driver’s licence has recently expired, and you have been unable to renew it due to Covid lockdown level restrictions. This applies only for classes of licence you held previously, otherwise normal policy requirements regarding driving licences will be applied. Please renew your licence at the first opportunity once the government restrictions are over.


General information on Roadside Rescue / Breakdown Service

First Assistance continues to provide accident tow management and roadside rescue services to essential service workers’ vehicles (used by workers to get to or provide their essential service) and private vehicles used for essential purposes such as getting groceries, going to the pharmacy, or visiting a medical professional. This will involve towing a vehicle from the scene of the accident either into storage or to the customer’s home address. To keep you and our staff safe we ask that you answer any questions and comply with any directions given to you during the provision of our breakdown services.

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.

Some things you could consider include:

  • 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


Alert Level 1

Service

Claims

  • Give us a call on 0800 501 508. 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 501 508. Find out more.
  • Claims and repairs should be able to proceed, with your permission. Most businesses are open with extra safety measures in place, such as hygiene practices, social distancing, wearing masks 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.
  • Contractors we engage will be operating in line with government COVID-19 guidelines.
  • 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 501 508. 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:
    • and your repairer needs to reschedule, they will contact you;
    • 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 501 508. 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.

We have been looking after high performance vehicles for over 18 years.