Feedback






Caring for our customers during COVID-19

At all levels of the COVID-19 Protection Framework, essential services remain up and running. We have appropriate safety measures in place and our teams are set up to work remotely when required. This means at any traffic light level, we’re available to help.

Please click the sections below for information on:

  • frequently asked questions;
  • payments and financial hardship;
  • how to get in touch with us;
  • and Travel insurance.


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

CLAIMS

How are you handling claims throughout the COVID 19 Protection Framework?

Under the NZ COVID-19 Protection Framework (traffic light system), we'll continue to support our customers in every way we can.

  • We'll continue to apply our safety measures at all levels of the traffic light system as per government guidelines. These may include hygiene practices, social distancing, and contact tracing.
  • To keep everyone safe and well, you'll be asked some health and safety questions before an assessor, supplier or repairer begins work on your claim.
  • For personal insurance customers, you can track your claim status through your My AMI online account.

HOME AND CONTENTS

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 you're 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?

If you have been unable to obtain a valuation due to Government COVID-19 restrictions 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.

Will properties be assessed or repaired throughout the COVID-19 Protection Framework?

We'll continue to apply safety measures throughout each level of the traffic light system as per government guidelines. These may include hygiene practices, social distancing, and contact tracing. To keep everyone safe and well, you'll be asked some health and safety questions before an assessor, supplier or repairer begins work on your claim.

  • For personal insurance customers, you can track your claim status through your My AMI online account.

I'm selling my house, or I've bought a new 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.


LANDLORD

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 due to shifts in the COVID-19 Protection Framework. 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. In situations where you can't complete 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.

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

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. Please contact our claims team to discuss your circumstances further.

My tenant is behind on their rent by 14-days and my policy requires me to visit the property to confirm they are still living there. What should I do? Will I be covered for loss of rent in this situation?

Please ensure you follow all government requirements related to the COVID-19 Protection Framework. Please contact the tenant in other ways (e.g. phone or email) to confirm they're still living at the property. Our insurance policies have requirements to send notice when rent is in arrears and to apply to the Tenancy Tribunal for vacant possession due to non-payment of rent. Please refer to your policy for details.

My tenant is unable to pay their rent due to changes in their circumstances because of the COVID-19 pandemic. Does my policy cover me for loss of rent in this situation?

No. Loss of rent only covers you following damage to the home, unless the customer has taken an optional benefit giving cover for non-payment of rent after termination of the tenancy (eviction of tenants). The tenant might be entitled to financial support from the government during this time. They can visit www.covid19.govt.nz for more information.




Are you experiencing financial hardship or finding it difficult to pay your premiums?

We know this is a challenging time for many New Zealanders and many New Zealand businesses. We have a range of ways to help customers save on premiums, so you can stay insured and protected. We may also be able to help if you can’t afford your excess and you need to make a claim.

If you're experiencing financial hardship due to COVID-19, please fill in this form and we'll be in touch with you within five working days.

Request financial hardship assistance

My financial situation is uncertain, so I need to cut back on expenses. How can I reduce my premium and still have cover?

Each customer’s situation is unique, so we offer a range of tools to support customers who are having difficulty paying their premiums or claims excesses.

These tools can help tailor your insurance to ensure it still meets your needs while reducing the premium you pay. These include making changes to your excess, policy types and cover.

Some things you could consider include:

  • Opting for a higher excess as this may lower your premium
  • Reviewing the optional add-ons to your insurance to ensure they are still relevant for you
  • Changing the type of cover you have
  • Reviewing your eligibility for discounts
  • Changing your payment frequency

For more information on ways to save on your insurance premiums, click here .


I am expecting a payment from you. How will this be paid?

If we need to make a payment to you, such as a refund, we will pay you by direct credit to your bank account, where possible. This will ensure you get your payment safely, conveniently and as soon as possible.




There are many ways to reach us and get things done:

  • You can do lots of things online, including getting a quote and purchasing a new policy.
  • For personal insurance customers, use your My AMI online account. It's available 24/7, and you can do things like make payments, submit claims, and renew policies. Learn more about My AMI.
  • Chat to us on Facebook 9am-5pm Monday to Friday.
  • Email us.
  • Call us on 0800 100 200. Our contact centre hours are 8am - 6pm Monday to Friday and 9am to 6pm weekends and public holidays.
  • If you need to get in touch outside of these hours, our afterhours team will be able to help with emergencies or critical safety repairs, such as ensuring homes remain habitable and safe.
  • There are many ways you can make a payment.



COVID-19 updates for AMI Travel Insurance customers (backed by Cover-More)

As New Zealand reconnects to the rest of the world, there is some important information that You should be aware of which relates to travelling during the Covid-19 pandemic and Your cover.

For the most up to date information on travel advice from Cover-More, click here. The website will be updated as the situation evolves.


Background

The New Zealand Government has removed the “Do not travel” advisory and returned to issuing destination specific travel advisories. The global situation remains complex and rapidly changing. While some countries and territories have reopened their borders to travellers there is still a risk of contracting Covid-19 overseas.

You may come into close contact with more people than usual, including during long-haul flights and in crowded airports. Healthcare systems in some countries may come under strain and may not be as well-equipped as New Zealand’s or have the capacity to support foreigners.


Where do I find the latest New Zealand Government advice?

For up-to-date information on the latest travel advisories in place, please visit this website. Please be aware that under the AMI Travel Insurance Policy Wording, we will not pay claims directly or indirectly arising from Covid-19 if the country or part of the country You travelled to was subject to “Do not travel” advice on the SafeTravel.govt.nz at the time You entered the country or part of the country. (This exclusion only applies if the advice was issued due to the presence of Covid-19). This exclusion does not apply if Your trip destination is New Zealand or Australia, but only to the extent of the benefits described in the Policy Wording.


I am overseas and need emergency assistance – what number do I ring?

For 24/7 emergency assistance call direct and toll free from:


What is not covered in respect of Covid-19?

Our travel insurance includes limits, conditions and exclusions relating to Covid-19. For a full explanation on how the AMI travel insurance wording will respond to Covid-19, please read the Policy Wording. If You have further questions, please contact our Customer Service Team on 0800-500-425.

It is important to note that we cannot confirm coverage over the phone, and You will need to submit a claim for consideration by our Claims Team.

Your claim remains subject to the terms and conditions, limitations and exclusions set out in the Policy Wording.

In general, we will not pay for:

  • Claims directly or indirectly arising from Covid-19 if the country or part of the country You travelled to was subject to a “Do not travel” advice on the SafeTravel.govt.nz website at the time You entered the country or part of the country. (This exclusion only applies if the advice was issued due to the presence of Covid-19). This exclusion does not apply if Your trip destination is New Zealand or Australia, but only to the extent of the benefits described in the Policy Wording.
  • Claims relating to government travel bans; “Do not travel” warnings; government directed border closures; or mandatory quarantine or self-isolation requirements related to cross area, borders, region, or territory travel.
  • Claims made of the basis of feeling too ‘afraid’ to travel.
  • Claims which do not meet the terms, limits, and exclusions in the AMI Travel Insurance Policy Wording.


If You have an active AMI Travel Insurance Policy issued before 29 June 2022, Your policy may respond differently to any policy issued on or after 29 June 2022. Please contact the Customer Services team by email or call 0800 500 425.


I have an active single trip AMI Travel Insurance Policy issued on or after 29 June 2022, and I am travelling domestically in New Zealand or overseas to Australia – what costs are covered in respect of Covid-19?

Our travel insurance includes limits, conditions and exclusions relating to Covid-19. For a full explanation on how the AMI travel insurance wording will respond to Covid-19, please read the Policy Wording. If You have further questions, please contact our Customer Service Team on 0800-500-425.

It is important to note that we cannot confirm coverage over the phone, and You will need to submit a claim for consideration by our Claims Team.

Your claim remains subject to the terms and conditions, limitations and exclusions set out in the Policy Wording. If Your claim is accepted, we can provide:

  • Medical cover (up to the policy limit) if You are diagnosed with Covid-19 whilst on Your trip.
  • Additional accommodation or transport expenses cover of up to $5,000 for International travel and $2,500 per Domestic policy, if You or Your travelling partner are diagnosed with Covid-19 and hospitalised. Note: special excess applies.
  • Cover for cancellation or amendment costs: If You or Your travelling partner are diagnosed with Covid-19 and are unable to travel, You can claim cancellation or amendment costs for Your prepaid trip up to a benefit limit of $5,000 per policy on an International Plan or $2,500 per policy on a Domestic Plan or if applicable, up to the level of cover purchased for cancellation (whichever is lower). However please be mindful that if You buy Your policy within 21 days before Your scheduled departure date, we will only cover travel costs that You paid for in the 48-hour period before buying Your policy and travel costs paid for after buying the policy. There is also no cover if symptoms or diagnosis occurred prior to buying Your policy. See the Policy Wording.
  • Cruise travel: There is unlimited on-board and ship to shore medical cover on international policies, however, there is no cover for cabin confinement. See the Policy Wording.
  • Protection if You are an essential healthcare worker, and Your leave is revoked by Your employer due to Covid-19 related reasons.
  • “You”, “Your”, “Yourself” includes those listed as adults on the Certificate of Insurance and includes Accompanied Children except on the Domestic Cancellation plan in which case cover applies on a per person basis only.

You must take all reasonable steps to mitigate Your out-of-pocket expenses, and we encourage You to speak with Your agent, broker, or transport provider as soon as possible to minimise these expenses.

For an overview on what is definitely not covered in respect of Covid-19 please review our FAQ above.


I have an active AMI Travel Insurance Policy issued on or after 29 June 2022, and I am travelling internationally – what costs are covered in respect of Covid-19?

Our travel insurance includes limits, conditions and exclusions relating to Covid-19. For a full explanation on how the AMI travel insurance wording will respond to Covid-19, please read the Policy Wording.

If You have further questions, please contact our Customer Service Team on 0800-500-425. It is important to note that we cannot confirm coverage over the phone, and You will need to submit a claim for consideration by our Claims Team.

Your claim remains subject to the terms and conditions, limitations and exclusions set out in the Policy Wording. If Your claim is accepted, we can provide:

  • Medical cover if You are diagnosed with Covid-19 whilst overseas on Your trip.
  • Additional accommodation or transport expenses if You or Your travelling companion are diagnosed with Covid-19 and are hospitalised. Note a special excess applies.
  • Cover for amendment or cancellation costs if You cannot continue on Your trip because You or Your travelling companion are hospitalised due to Covid-19. Costs are covered up to a benefit limit of $5,000 per policy on an International Plan.
  • Please be mindful that if You buy Your policy within 21 days before Your scheduled departure date, we will only cover travel costs that You paid for in the 48-hour period before buying Your policy and those travel costs paid for after buying the policy. There is also no cover if symptoms or diagnosis occurred prior to buying Your policy.
  • Cruise travel: There is unlimited on-board and ship to shore medical cover on international policies, however, there is no cover for cabin confinement. See the Policy Wording.
  • Protection if You are an essential healthcare worker, and Your leave is revoked by Your employer due to reasons related to Covid-19.
  • “You”, “Your”, “Yourself” includes those listed as adults on the Certificate of Insurance and includes Accompanied Children, except on the Domestic Cancellation plan in which case cover applies on a per person basis only.

You must take all reasonable steps to mitigate Your out-of-pocket expenses, and we encourage You to speak with Your agent, broker, or transport provider as soon as possible to minimise these expenses.

For an overview on what is definitely not covered in respect of Covid-19 please review our FAQ above.


Where do I find the AMI Travel Insurance Policy Wording?

This is available here: AMI Travel Insurance Policy Wording.


I wish to obtain a full credit on my AMI Travel Insurance Policy – can I do this?

If You cancel Your policy within the cooling-off period (which is within 21 days of the date of purchase) You are eligible to receive a 100% refund as long as You haven’t travelled, and no claims have been made against the policy.

After the cooling-off period You are eligible to receive a 75% refund on the policy (less any cancellation fees), as long as You haven’t travelled, and no claims have been made against the policy.

Please note: If a travel ban is imposed by a government and You cannot travel due to this restriction, You will receive a 100% refund on Your travel policy.

Email Your AMI Policy details to amitravel@covermore.co.nz or call the Cover-More Customer Services Team on 0800 500 425.


I would like to make a claim – how do I do this?

You can claim online or call +64 (0) 9 300 8581 from overseas or 0800 500 425 if you are back in New Zealand.

AMI Travel Insurance
c/o Cover-More Claims Department
PO Box 105-203
Auckland 1143

Cover-More will acknowledge receipt of a claim within 2 business days of receiving it and will do an initial assessment within 10 business days.




我们针对新冠病毒疫情期间,列出一系列常见问题解答。请访问中文版 新冠疫情最新通告, 或关注AMI微信公众号:aminz_insurance , 与我们的华人团队联系。