At AA Insurance, we value our customers and want to consistently provide exceptional service. We're proud of our service standards and aim to deliver the best experience possible. If you're unhappy with one of our policies, our service or a decision on your claim, please tell us. Often a quick conversation can help sort things out - use our contact details to get in touch.
A printable PDF version of this process is available here.
Step 1: Get in touch
Let us know what's happened and how we can help. We promise to listen carefully and respond promptly. We'll do our best to resolve any concerns right away or put you in touch with someone who can.
You can contact us via:
Live Chat: On our website (8am - 6pm Monday to Sunday, including public holidays)
Telephone: 0800 500 213 (8am - 8pm Monday to Friday, 8am - 6pm on weekends and public holidays)
Email: Complete our online form
Mail: AA Insurance, PO Box 992, Shortland Street, Auckland 1140
We'll acknowledge your complaint within five business days of receiving it, providing you with the name and contact details of the person handling your complaint. If we need more time or additional information, we'll let you know. Once we have all the information we need, we'll respond to your complaint within 10 business days.
Step 2: Let's work it out
If we can't help, or you're still unhappy with our response, please let us know. Our Team Leaders are on hand to assist you and can involve a Senior Manager if necessary. If more time is needed or an issue is particularly complicated, we'll keep you updated at least once every 20 business days, or another timeframe we agree with you, until your complaint is resolved.
Step 3: Our Customer Resolution Service
If a Senior Manager is unable to resolve an issue to your satisfaction, your complaint can be referred to our Customer Resolution Service. They have the appropriate experience, knowledge and authority to carry out an objective review, independent of the department you have been dealing with. The Customer Resolution Service acts with the authority of AA Insurance's Chief Executive Officer in dealing with customer complaints. If we can't resolve your complaint within two months, we'll offer you a letter of 'deadlock' to allow you to refer your complaint to the Insurance & Financial Services Ombudsman, or you can choose to keep working with us.
Step 4: The Insurance & Financial Services Ombudsman
The Insurance & Financial Services Ombudsman is an independent party that can review insurance disputes. It is available for the rare occasions where we can't resolve an issue with you directly. If a letter of 'deadlock' is issued by us, you'll have three months to refer your complaint to the Insurance & Financial Services Ombudsman, should you wish. We'll abide by any decision made by the Insurance & Financial Services Ombudsman and there's no charge for you to use this service. Of course, you can also choose to seek a resolution elsewhere.
You can contact the Insurance & Financial Services Ombudsman:
Telephone: 0800 888 202
Mail: Insurance & Financial Services Ombudsman, PO Box 10 845, Wellington 6143
AA Insurance is a member of the Insurance Council of New Zealand and adhere to the Fair Insurance Code, which provides you with assurance that we have high standards of service for our customers. A copy of this code is available at https://www.icnz.org.nz/fair-insurance-code/about-the-code.