Do you need further assistance?

We can work with you to provide assistance so you can access our products and services. Here’s some of the ways we can help:

• If you need a bit more time or have a few more questions about your insurance, just let us know. We’ll do our best to help you.

• You can choose to nominate someone else to act on your behalf or to support you. We can easily set this up for you.

• If you’re experiencing financial hardship or have concerns about your ability to afford your insurance, you can contact us to discuss our range of cover options so you can choose the best cover to suit your insurance needs. You can also access extra help and resources available through MoneyTalks.

• If your physical or mental wellbeing affects your day-to-day life, and activities like managing your insurance seem harder than normal, let us know. We can help you to interact with us in a way that is suitable for you, or you may choose to nominate someone to help you.

• If you have hearing, speech, or vision loss, we can provide you extra support through the many channels we have available, e.g. phone, email, LiveChat, etc. If you’re hearing or speech impaired, you can also access our services through NZ Relay.

• If you need assistance to understand your insurance, or if English is not your first language, we can help connect you to the right support and can sometimes engage a translator. You can also appoint someone to act on your behalf.

• If you find online services a challenge, you can call us or you can visit your local AA Centre for face-to-face assistance. We’re here to help.

Where we can, we’ll work with you to provide you with extra care and support, while keeping the information you share with us confidential.

We offer a wide variety of communication channels so you can choose the one that suits you best:

• Phone - Call us on 0800 500 231, or if you are calling from overseas +64 9 927 2306. Our contact centre is open from 8am - 8pm Monday to Friday, and 8am - 6pm on weekends and public holidays.

• Email - You can email us at customerservice@aainsurance.co.nz.

• Website - Our website contains lots of helpful insurance tips and details on how to make a claim. Try our Help centre for answers to frequently asked questions. You’re even able to get a quote and buy your insurance policies online. We also provide options for managing your policies online and giving feedback.

• Online Chat - You can contact our Customer Services team online using our chat options.

• AA Centres - If you prefer to talk to someone face-to-face, you can find your local AA Centre here.

Here’s some other organisations that may be able to provide additional support:

• Age Concern

• Citizens Advice Bureau

• Family Services Directory

• Lifeline

• MoneyTalks

• NZ Relay Services

• Shine

If there’s an emergency or you are concerned for the immediate safety of yourself or anyone else, call 111.