COVID19 Update

28 March 2020

We understand that the current environment is unsettling, and will present a number of challenges to all of us. Below is our current information relating to our business operation.

Claims

Our Claims and Assessing teams are still operational.

If the vehicle is involved in an accident over the lockdown period, we expect the Police will arrange any tows that are needed from the accident scene if your vehicle, motorcycle, motorhome or caravan (‘the vehicle’) is undrivable. Where possible, we will assess vehicles remotely. Unfortunately, the lockdown means we won’t be able to progress any repairs until restrictions ease as many repairers (if not all) are closed/working to repair essential services vehicles only.

If the Police are not involved, but your vehicle is undrivable or your vehicle is not secure please do what you can to minimise further damage, such as covering broken windows to stop rain and bad weather causing further damages.

Please continue to notify us of any claim you wish to make as soon as you are able. Our Claims and Assessing teams are still operational and can take your calls.

Existing claims where vehicles are due for repair /already in repair shops may be delayed in repair / delayed in their release. Unfortunately, this is something outside our control, and whilst we understand the inconvenience we ask everyone to be mindful of the Level 4 constraints.

Changes to your policy

If you need to make changes to your policy, our team is available during business hours and can be contacted via phone or email. Whilst NZ Post is an essential service we will be only providing documentation via email. Likewise, our physical offices are closed to any public contacts.

Changes to your policy - Intermediated policyholders (Customers who use a broker)

If you need to make changes to your policy, in the first instance contact your broker. Many insurance brokers are continuing to operate and are contactable.

However if for any reason you cannot make contact with your broker our team is available during business hours and can be contacted via phone or email. Please note: our physical offices are closed to any public contacts.

Accounts

Our accounts team is also still operational. For those who pay for your insurance monthly, these payments will continue to be processed as normal. If you would normally pay your insurance by cheque, we encourage you to now make the change and make payment using internet banking or credit card via our website.

Accounts - Intermediated policyholders (Customers who use a broker)

Please continue to make payment to your broker as you normally would. Many insurance brokers are continuing to operate and are contactable.

However if for any reason you cannot make contact with your broker our accounts team is available during business hours and can be contacted via phone or email. They will be able to discuss your concern and make arrangements to ensure your policy remains valid.