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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, while keeping our AMI team and customers safe and well.

With New Zealand now at a level 4 response, we are quickly setting up our teams to work from home.

We want to reassure you that we are classed as an essential service and will still be here to help you over the phone and online throughout this period.

Please note that our call centre hours are currently 9am – 6pm.

At this time, there may be some delays in answering your calls, and we kindly ask that you delay any non-urgent calls while we work through this.

We understand that this is an uncertain time and many of you have questions about your insurance cover. Please scroll down the page to view our handy FAQs for some answers to your commonly asked questions.


Here to help

We’re here to help with New Zealanders’ insurance needs.

If you need information or support with your insurance, you can:

  • Chat to us on Facebook
  • For personal insurance customers - use your MyAMI online account - it's available 24/7, and you can do things like payments, submitting claims, and renewing policies. Learn more about MyAMI.
  • If urgent, call us on 0800 100 200

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.

Right now, due to COVID-19, things across the country are feeling a little uncertain. As an AMI customer, we want to reassure you that we’ll be here to help if needed. We understand that some of you may be experiencing financial challenges, so we’re setting up a Special Care team to help out.

Are you experiencing financial hardship?

If you’re experiencing financial hardship, we’d like to understand your situation and how we may be able to help.

Please fill out the form below to let us know a few details – we’ll keep everything confidential of course.

Our specialist Customer Care Team will aim to be in touch within five working days to work with you to lighten the load.

Rest assured we’re working hard to reach out to you as quickly as possible.

Thank you for your patience. Take care.

Request financial hardship assistance

Will my car get assessed or repaired during the lockdown?

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.


I can’t renew my driver’s licence during lock-down. Am I still covered?

If you have held the correct level or class of licence, we will not decline cover or seek to decline a claim for not holding a current licence if it has expired during the lockdown period. This applies only for vehicles for which you have held a licence. Please renew your license at the first opportunity once the government restrictions are over.


My Warrant of Fitness (WOF) expires during the lockdown period. Am I still covered?

If you need to make a claim that was caused by a roadworthiness issue and the WOF has expired during or immediately prior to the lockdown, we generally won’t look to decline for failing to meet the roadworthiness condition. 

Please remember to get your WOF as soon as you can after the government restrictions are over. We look to the WOF as proof of roadworthiness in normal circumstances, and most importantly we want all our customers to be driving safe vehicles.


I have a business vehicle that has been damaged, cannot be driven and won’t be repaired during the lock-down period. Can I use my private vehicle for business purposes? 

As long as the use of the vehicle;

  • will remain mixed private and business use (not exclusively business use), and
  • the business use is not likely to increase the risk of loss or damage.

Then yes, we’ll agree to insure the vehicle for business use. You’ll need to contact us so we can make a note on the policy about our agreement to the use until the lockdown ends. After the government removes restrictions, we would expect to return to the normal claims process. Ask us about this when you call.

Will properties be assessed or repaired during the lockdown? 

We are only able to carry out assessments and repairs required to maintain essential services, such as ensuring homes remain habitable and safe. If you had repairs scheduled, your repairer will be in touch with you to reschedule once they reopen for business.

Where urgent property repairs are required, health and safety questions will be asked, and our repairers will carry out urgent repairs to make the property safe and habitable. Full repairs may not be carried out until restrictions have been removed.


I’m required to complete inspections of my rental property every 90 days and one is due. What should I do? Will I be covered if something happens?

We will not decline cover or seek to decline a claim for failure to do an inspection during the lockdown period. Inspections should be completed as soon as possible after the government removes restrictions and it is safe to do so. Always follow government advice on how to safely interact with others based on the current alert level. Remember to keep a record of any communication you have with the tenant to do with the change in inspection date. Even though you can’t do a physical inspection, it’s a good idea to contact your tenant to see if there are any maintenance issues they need to raise so you’re aware of them.


I now do my office work from home rather than my normal place of work.  Am I still covered if something happens?

Home and Contents policies will continue to cover loss or damage to your property whilst you are working from home. The liability section of your policy doesn’t cover you for any business activity. If you’re doing other work from home, like manufacturing or trades work, please contact us to discuss cover.


My employer has given me work equipment to use while I am working from home.  Does my contents policy cover this if something happens to it?

Your policy won’t cover accidental damage to that equipment, your employer must continue to keep the equipment insured. The liability section of your policy may provide cover if you cause damage to the equipment and your legally liable for that damage – for example if you negligently cause damage to the equipment. 


My policy is renewing soon, and I am required to provide a valuation for my home or high value items. What should I do? Will you still renew my policy?

Yes, we will renew your policy and move the requirement to provide valuations until the next renewal of the policy. It’s important you have the right amount of cover, so we recommend you get valuations as soon as it is possible to do so. We can update your sum insured at any time, so once you have the valuation, please contact us to update your policy.


I wasn’t able to make it home before the deadline announced by the government. Does my policy cover me for alternative accommodation?

No, alternative accommodation only covers you following damage to the home.


I’m buying a house and will be settling as planned but am unable to take possession on the agreed date. Can I still arrange insurance?

Yes, as you’ll be settling on the sale, you should arrange insurance from this date. You should contact your lawyer as well, as is it likely that there will need to be amendments to the contract where the vendor will remain in the home after settlement because the government restrictions.


I’m selling my house and the settlement date has changed. What do I need to do to remain covered?

If the settlement date for your house has changed, please contact us so we can amend it to the revised date.

My tenant has left suddenly to return home. Does my policy cover for me for loss of rent in this situation?

If your policy provides cover for tenants vacating without giving the required notice, you will be covered for up to a set number of weeks’ rent.


My tenant is stranded overseas or elsewhere in New Zealand and has stopped paying rent.  Does my policy cover for me for loss of rent in this situation?

Unfortunately not. If your policy provides prevention of access cover, this only applies where the tenancy agreement you have with the tenant allows them to stop paying rent if authorities prevent them from accessing the home.


I’m required to complete inspections of my rental property every 90 days and one is due. What should I do? Will I be covered if something happens?

We will not decline cover or seek to decline a claim for failure to do an inspection during the lockdown period. Inspections should be completed as soon as possible after the government removes restrictions and it is safe to do so. Always follow government advice on how to safely interact with others based on the current alert level. Remember to keep a record of any communication you have with the tenant to do with the change in inspection date. Even though you can’t do a physical inspection, it’s a good idea to contact your tenant to see if there are any maintenance issues they need to raise so you’re aware of them.

I can’t get a survey for my boat during lockdown. Will I still be able to renew my insurance?

For existing customers, we are happy to renew without a survey being completed during the lockdown period. However, we will require one once the government restrictions are over.

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.

We know that many of our travel insurance customers have had their international travel plans impacted by Covid-19. We’re working hard to ensure these customers have the support they need.

Please visit Safe Travel for more information about your travel insurance cover.

If you've bought travel insurance from us and have decided to travel during the COVID-19 pandemic, please make sure you understand the cover your policy will provide. This will depend on your policy and when it was purchased.

Please contact your travel agent, airline, cruise operator, tour operator and accommodation provider to consider your options regarding any potential changes in services. Your travel provider may offer free options to rearrange your travel.

For any queries, please contact Cover-More’s customer service team so we can talk you through your policy and cover. Call 0800 500 225, or email enquiries@covermore.co.nz.

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