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COVID-19 frequently asked questions

We’re incredibly proud of how New Zealanders have pulled together to help keep our communities safe from COVID-19. We understand that life has changed for some of our customers and we want you to know that we will continue to be here for you.

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
  • Removing drivers who are under 25 on your car insurance
  • Changing your payment frequency.

Please contact us and we can help you work through a review of your insurance.


I normally go into a store to make a payment, what can I do?

For personal insurance customers, if you normally go into a store to make a payment we have alternate methods you can use. Find out more.


I am expecting a payment from you by cheque – how will this be paid?

Banks have either reduced the operation level of their retail branches or shut them altogether at this time. So, if we need to make a payment to you, such as a refund, we will pay you by direct debit to your bank account rather than by cheque, where possible. This will ensure you get your payment as soon as possible and can stay safely at home.


Finding it difficult to to pay your premiums?

We understand this is a difficult time and we’re here for our customers as COVID-19 impacts families, communities and businesses. To help those affected, we’ve set up a specialist Customer Care Team to help support our customers who are facing financial hardship.

If you’re finding it difficult to make ends meet, we have a range of tools available to help tailor your insurance to ensure it still meets your needs while reducing the premium you pay. Every customer’s situation is unique, so we encourage customers who may be facing hardship to contact us as soon as possible so that we can provide them with options on their policy.


My insurance premium is due but I don’t have the money to make this payment? What can I do?

If you are paying annually, you may find changing the frequency of payments to monthly or quarterly may suit you better at this time. If you have concerns about making a payment by the due date, please chat to us on Facebook or call us on 0800 100 200 as we want to help and ensure you remain covered.


I’m not driving my car as much, can I get a discount on my car insurance?

It’s our intention that any additional benefits to the business, arising from the COVID-19 lockdown and travel restrictions, will ultimately flow through to our customers.

We constantly review our pricing to ensure you pay a fair and appropriate amount for your insurance. Pricing is based on a number of factors. Not all risks of car ownership are associated with driving.

If you’d like to reduce the amount you’re paying we’re here to help, please give our team a call to chat through a range of tools that can help tailor your insurance to ensure it still meets your needs while reducing the premium you pay.


We set up a specialist Customer Care Team at the end of March to support vulnerable customers. Our contact centre teams have also been busy finding ways to help our customers save on premiums. If you’re experiencing financial hardship or if your needs have changed, please get in touch. We have a range of ways to help you, so you can stay insured and protected.

We know this is a challenging time for businesses too, so we also have measures to help support our business customers.

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

For personal insurance customers, if you normally go into a store to make a payment we have alternate methods you can use. Find out more.

If your situation is urgent, please call us on 0800 100 200 or personal insurance or 0800 782 838 for business insurance.

Request financial hardship assistance

Can I make a claim while the COVID-19 alert levels are in place?

Yes, you can start a claim online, login to your My AMI account or give us a call on 0800 100 200.


What does Alert Level 3 mean for my claim?

At COVID-19 Alert Level 3, we’ll continue to support our customers in every way we can.
Here’s what you need to know:

  • At Level 3 some businesses will be back up and running, with extra safety measures in place as per government guidelines. These may include hygiene practices, social distancing and contact tracing.
  • If you had repairs scheduled, your repairer will be in touch to reschedule. If the date suggested doesn’t suit you, or if you would prefer to delay your repairs to a later date, please talk about this with your repairer.
  • To keep everyone safe and well, you’ll be asked some health and safety questions before an assessor, supplier or repairer begins work on a claim.
  • If you’ve already made a claim, we’ll be in touch soon to discuss next steps. You don’t need to do anything else.
  • For personal insurance customers, you can track your claim status through your My AMI online account.

Should I wait to claim till after the COVID-19 situation is over?

No, please go ahead and lodge your claim as soon as possible. We may be able to offer a resolution now. If it has to wait till after the government restrictions are lifted, your claim will be prioritised at that time.


Will my car get assessed or repaired at Alert Level 3?

At COVID-19 Alert Level 3, we’ll continue to support our customers in every way we can.
Here’s what you need to know:

  • At Level 3 some businesses will be back up and running, with extra safety measures in place as per government guidelines. These may include hygiene practices, social distancing and contact tracing.
  • That means, some assessments and repairs will be able to take place.
  • If you had repairs scheduled, your repairer will be in touch to reschedule. If the date suggested doesn’t suit you, or if you would prefer to delay your repairs to a later date, please talk about this with your repairer.
  • To keep everyone safe and well, you’ll be asked some health and safety questions before an assessor, supplier or repairer begins work on a claim.
  • If you’ve already made a claim, we’ll be in touch soon to discuss next steps. You don’t need to do anything else.
  • For personal insurance customers, you can track your claim status through your My AMI online account.


I can’t renew my driver’s licence due to government restrictions. Am I still covered?

The New Zealand Transport Agency (NZTA) has temporarily extended all licences that expired after 01 January 2020. NZTA will set expiry dates for driver licences as lockdown rules allow licences to be renewed. Please keep any communication from NZTA regarding expiry dates and extensions for your licence.

We will not decline cover or seek to decline a claim where the licence has been extended by the NZTA. This applies only for vehicles for which you held a licence that has expired in the designated period. If you do not hold or have not had an extension to your licence issued by the NZTA for the vehicle being driven, normal policy requirements regarding driving licences will be applied.

For more information from the government about expired driver’s licences, click here


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.

For more information from the government about expired WOF, click here.


I have a business vehicle that has been damaged, cannot be driven and won’t be repaired due to government restrictions. Can I use my private vehicle for business purposes?  

Under Level 4 we had allowed the private vehicle to be used for business purposes as long as the use of the vehicle:

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

At Alert Level 3 our normal repair processes will resume so this arrangement should end.

However, this arrangement may be reviewed on a case by case basis and extended if a suitable repairer is not available. You’ll need to contact us, so we can make a note on the policy about our agreement to the use of this vehicle.

Please note, this arrangement is not available to customers for claims made after Alert Level 4 ended.


Will properties be assessed or repaired during Alert Level 3?

At COVID-19 Alert Level 3, we’ll continue to support our customers in every way we can.
Here’s what you need to know:

  • At Level 3 some businesses will be back up and running, with extra safety measures in place as per government guidelines. These may include hygiene practices, social distancing and contact tracing.
  • If you had repairs scheduled, your repairer will be in touch to reschedule. If the date suggested doesn’t suit you, or if you would prefer to delay your repairs to a later date, please talk about this with your repairer.
  • To keep everyone safe and well, you’ll be asked some health and safety questions before an assessor, supplier or repairer begins work on a claim.
  • If you’ve already made a claim, we’ll be in touch soon to discuss next steps. You don’t need to do anything else.
  • For personal insurance customers, you can track your claim status through your My AMI online account.


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 property/holiday home is vacant, and I’m required to inspect it every 60 days, maintain the grounds and regularly clear mail. What should I do? Will I be covered if something happens?

Inspections and other measures to make the property look lived in should be completed within 4 weeks after the end of the COVID-19 Alert Level 3 period. In the meantime, we will not decline cover or seek to decline a claim for failure to inspect and attend to maintenance which cannot be completed under the current circumstances.

Please contact us after the Alert Level 3 period has ended if you need to extend cover longer than this.


My policy is renewing soon. I am required to install a monitored alarm, and this was due to be done during the COVID-19 Alert Level 4 period. What should I do? Will I be covered if something happens?

The work to meet these requirements should be completed as soon as possible after the government provides advice that it is safe to do so. Keep a record of any communication you have with contractors regarding the change in dates. We will extend the timeframe provided to get the alarm installed for a further 4 weeks after the end of the COVID-19 Alert Level 3 period. In the meantime, you’ll still be covered on the same terms as when you started your policy.

Please contact us after the Alert Level 3 period has ended if you need to extend cover longer than this.


I have contents in storage and the cover for my stored contents will end during the Level 4 period. Will I be covered if something happens?

We’ll automatically extend cover to 4 weeks after the end of the COVID-19 Alert Level 3 period to allow you to get your contents out of the storage facility when it’s safe to do so. Please contact us after the Alert Level 3 period has ended if you need to extend cover longer than this.


I have a Contract Works policy, and the contractors cannot complete the work due to the government restrictions. What are my options?

We can provide an extension for a minimal additional charge, which is required to allow for necessary levies. If works haven't started and you wish to cancel instead, we can give you a refund. Please contact us and have your certificate of insurance or customer number handy.


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.


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?

Inspections should be completed within 4 weeks after the end of the COVID-19 Alert Level 3 period. 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 may not be able to 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.

In the meantime, you’ll still be covered.

Please contact us after Alert Level 3 period has ended if you need to extend cover longer than this.


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 restrictions regarding social distancing. If this means you shouldn’t visit your property or come into contact with your tenant please contact the tenant in other ways e.g. phone or email to confirm they’re still living at the property.

The government announced changes to the rules for tenancy terminations on March 25. 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. In light of the change in legislation:
  • A ‘Notice to Remedy’ should be sent when the rent is 45 days in arrears (previously 14 days), and
  • Application to the Tenancy Tribunal should be made when the rent is 60 days in arrears (previously 21 days).

These changes will apply for a minimum of 3 months (i.e. until 25 June 2020), unless extended by the government.

For more information on the changes to tenancy terminations visit www.covid19.govt.nz.


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

No. Loss of rent only covers you following damage to the home, unless you have 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. This website also contains information on changes that have been made to tenancy terminations for the next three months.


I can’t get a survey for my boat due to the government restrictions. Will I still be able to renew my insurance?

For existing business, we are happy to renew without a survey being completed under current circumstances. A survey should be completed as soon as the government provides advice it is safe to do so. Keep a record of any communication you have with surveyors.

Please contact us after the Alert Level 3 period has ended if you need to extend cover longer than this.


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.


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。


You can find insurance info or stay in touch by:

  • 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.
  • Call us on 0800 100 200. Our current 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.
  • For personal insurance customers, if you normally go into a store to make a payment we have alternate methods you can use. Find out more.
  • • Our AMI retail stores are temporarily closed. We’re closely monitoring the COVID-19 situation, so we can open our stores as soon as possible, while ensuring our retail team feels safe going back to work. But we’re still here to help and we’ll continue to answer your calls. Get the latest update on our retail stores.