Caring for our customers during COVID-19

As the situation with COVID-19 rapidly unfolds, we are keeping up to date with the latest Government announcements and ensuring we are working to provide a high-quality service.


Please note that our call centre hours are currently 8am – 6pm.


We want to reassure you that we are classed as an essential service and our people are set up from home to help you over the phone and online throughout this period.



Here to help

For the most part, the ways we can support customers haven't changed.


Here are some ways you can stay in touch:

  • Call us on 0800 501 508. Please note that our call centre hours are currently 8am – 6pm Monday to Friday. We are closed during the weekend and public holidays.
  • If you need to get in touch outside of these hours, our afterhours team will be able to help with emergencies.

Supporting you through Covid-19

Are you experiencing financial hardship?

We set up a specialist Customer Care Team at the end of March to support vulnerable customers. Our contact centre teams have also been busy finding ways to help our customers save on premiums. If you’re experiencing financial hardship or if your needs have changed, please get in touch. We have a range of ways to help you, so you can stay insured and protected.

Please fill out the form below to let us know a few details and we will be in touch within five working days.

If your situation is urgent, please call us on 0800 501 508.


Please fill out this form.



COVID-19 frequently asked questions

This is a difficult and uncertain time, and we know you have lots of questions. We intend to maintain a very high level of business continuity during this period, and we are confident that the plans we have implemented will ensure this.

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


Help for payments and financial hardship

Finding it difficult to pay your premiums?

We understand this is a difficult time and we’re here for our customers as the COVID-19 pandemic impacts families, communities and businesses. To help those affected, we’ve set up a specialist 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 fortnightly or 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 501 508 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 we’re here to help, please call us. We have a 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.


Claims

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

Yes, please call us on 0800 501 508.

What does the current alert level mean for my claim?

We are continuing to support our customers in every way we can at this time.

Here’s what you need to know:

  • Most businesses are now 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.


Should I wait to claim until after the COVID-19 pandemic is over?

No, please go ahead and lodge your claim as soon as possible as we will be able to offer a resolution for most claims. If it has to wait until after the government restrictions are lifted, your claim will be prioritised at that time.


Motor vehicles

I can’t renew my driver’s licence due to government restrictions. Am I still covered?

The New Zealand Transport Agency (NZTA) has temporarily extended all licences that expired after 01 January 2020. NZTA will set expiry dates for driver licences as lockdown rules allow licences to be renewed. Please keep any communication from NZTA regarding expiry dates and extensions for your licence.

We will not decline cover or seek to decline a claim where the licence has been extended by the NZTA. This applies only for vehicles for which the insured has held a licence that has expired in the designated period. If the insured does not hold or has not had an extension to their licence issued by the NZTA for the vehicle being driven, normal policy requirements regarding driving licences will be applied.

NZTA has confirmed this extension does not apply to international driver licences. For any driver who holds an overseas driver licence and the 12-month period has ended they will need to convert their overseas licence to a New Zealand driver licence to continue driving.

For any driver whose international driver licence 12-month period has expired, the ‘unlicensed driver’ section of the relevant motor policy wording is to apply.

For full details of the NZTA approach to driver licencing under the COVID-19 pandemic click here.


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