Caring for our customers during COVID-19
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.
Are you experiencing financial hardship?
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
COVID-19 frequently asked questions
The following information is current as at 16 June, 2020, and will be updated as required.
We understand that you may have questions about your insurance cover. Please scroll down to find answers to some commonly asked questions.
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?
I am expecting a payment from you by cheque – how will this be paid?
In our current situation, electronic payments are safer and more convenient as it means there is no need for you to visit a bank. So, if we need to make a payment to you, such as a refund, we will pay you by direct credit to your bank account rather than by cheque, where possible. This will ensure you get your payment as soon as possible.
Finding it difficult to to pay your premiums?
We understand this is a difficult time for some of our customers. 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.
For information on ways to save on your insurance premiums click here.
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. For more information on ways to save on your insurance premiums click here.
I’m not driving my car as much, can I get a discount on my car insurance?
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 and not all risks of car ownership are associated with driving. Other factors which impact on pricing include, where you live, your vehicle type as well as the frequency of car claims in New Zealand and the cost of those claims.
We know the COVID-19 pandemic has been tough on everyone so if you’d like to reduce the amount you’re paying we’re here to help, please call us. We have a have a number of options available that can help tailor your insurance to ensure it still meets your needs while reducing the premium you pay.
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.
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 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.
COVID-19 updates for AMI Travel Insurance customers (backed by Cover-More)
There is some important information that you should be aware of which relates to travel.
For the most up to date information on travel advice from Cover-More, click here. It’ll be updated as the situation evolves.
The New Zealand Government is now advising that New Zealanders do not travel overseas at this time due to the outbreak of COVID-19, associated health risks and travel restrictions. There may be a higher 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.
I am overseas and need emergency assistance – what number do I ring?
For 24/7 emergency assistance call direct and toll free from:
- Australia: 1800 805 998
- United Kingdom: 0808 234 4362
- United States: 1866 945 3167
- Canada: 1800 840 1151
- All other countries: +64 9 300 8581
I have an active AMI Travel Insurance Policy – what costs are covered in respect of COVID-19?
If you have been directly affected by this event, there may be provision for you to claim for benefits provided by your Travel Insurance policy.
Claims will be assessed in accordance with your Policy Wording and may vary depending on the type of policy you purchased.
For all policies issued
Costs that are covered by your policy for travel
If you incur medical expenses as a result of contracting COVID-19, these, and any associated additional expenses may be covered up to the benefit limit. Our Claims Team will consider MFAT travel advice in place at the time you purchased your policy and where you chose to travel to.
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.
I have an active AMI Travel Insurance Policy – what costs are not covered in respect of COVID-19?
Costs that are not covered by your policy for travel:
- Travel arrangements that have already been utilised
- Cancellation or amendment costs
- Additional costs incurred in returning home
- Additional expenses – If a relative or your business partner becomes sick
- Other circumstances (please refer to Section 2, Section 3, Section 8, and the General Exclusions of the Policy Wording for further details)
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.
Where do I find the AMI Travel Insurance Policy Wording?
Please click here to view the AMI Travel Insurance Policy Wording
I wish to get a refund on my AMI Travel Insurance Policy – how do I do this?
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.
Email your AMI Policy details, including the policyholder’s name and policy number to firstname.lastname@example.org.
Alternatively, call the Cover-More Customer Services Team on 0800 500 425.
I wish to obtain a full credit on my AMI Travel Insurance Policy – can I do this?
Effective from the 17th of April 2020, we have implemented a Cover-More Credit.
Existing policyholders can now cancel their existing unused AMI Travel Insurance Policy in return for a credit voucher to the value of the full premium paid. Once you are ready to travel again, you can use this credit voucher towards a new Travel Insurance policy - please make sure that you read and understand the new Travel Insurance policy for full terms and conditions as it may not be identical to the current policy.
Who is eligible for a Cover-More Credit Voucher?
Eligible policies for the Cover-More Credit will be Single Trip AMI Travel Insurance policyholders who were set to travel after the date of the New Zealand travel ban (19th March 2020), as long as a claim has not been made and accepted in respect of that policy.
How much will I receive in credit?
You will receive the same amount in credit that you spent on the original AMI Insurance Policy.
This is called the total gross premium and is detailed on the Certificate of Insurance.
How long is the Cover-More Credit Voucher valid for?
24 months from the original departure date.
How do I get a Cover-More Credit Voucher?
Email your AMI Travel Insurance Policy details, including the policyholder’s name and policy number to email@example.com.
Alternatively, call the Cover-More Customer Services Team on 0800 500 425.
A Customer Service Representative will acknowledge when a policy has been turned into a credit within 14 days and the policyholder will receive a voucher, as long as a claim has not been made and accepted in respect of that policy.
How do I redeem a Cover-More Credit Voucher for a new policy?
The Cover-More Credit can be redeemed after Wednesday 13th May 2020.
Call the Cover-More Customer Services Team on 0800 500 425
What happens if the new policy premium amount is less or more than the Cover-More Credit Voucher?
If the new policy premium is a higher cost, the customer will need to pay the difference between the Cover-More Credit Voucher and the new policy price. If the new policy premium is lower than the Cover-More Credit Voucher amount, then the voucher will be deemed partially used. The customer can use the balance of the credit on another policy, however, if the credit is not all used, all remaining credit will be forfeited at the expiry of the credit voucher (i.e. 24 months after the original departure date). There is no cash refund on the balance of the credit. Redemption will be available from Wednesday 13th May 2020.
I have received a partial refund already but now want Cover-More Credit for 100% of the premium?
Once a policy has been cancelled, we are unable to reverse the policy and provide a credit voucher.
What if the travel date has passed before a refund is requested?
The Cover-More Customer Service Team can create a credit voucher from a policy, irrespective of whether the policy has started (not applicable to AMT – Annual Multi-Trip policies) or is yet to start. If the policy has already started, proof of no travel may be requested. Please contact Cover-More to organise the Cover-More Credit.
Email Cover-More at firstname.lastname@example.org.
Alternatively, call the Cover-More customer services team on 0800 500 425.
What if the policyholder doesn’t want to travel anymore? Is the Cover-More Credit Voucher transferable?
No, the Cover-More Credit is not transferable. The same passenger, with multiple forms of identification will be required to redeem the Cover-More Credit. This includes date of birth, or email address and the customer’s full name.
My policy has multiple adults, are we able to split the credit value per person or is it one amount?
The credit voucher is one amount, in the traveller’s name.
What are the terms and conditions of the Cover-More Credit?
The credit voucher must be used within 24 months of the original date of departure. It can only be redeemed after the 13th of May 2020. It is non-transferable and can only be redeemed by the person listed on the credit voucher. Any unused amount will be forfeited on the expiry of the credit voucher. The credit voucher is valid for multiple transactions up to the value AMI d on the voucher. If the premium of the new policy is greater than the voucher, the policyholder must pay the difference. The terms and conditions of the new policy may differ from those of the cancelled policy and any Existing Medical Conditions or additional cover options needed, will need to be reassessed at the time of the new policy being issued.
I would like to make a claim – how do I do this?
You can claim online or call +64 (0) 9 300 8582.
AMI Travel Insurance
c/o Cover-More Claims Department
PO Box 105-203
Cover-More will acknowledge receipt of a claim within 2 business days of receiving it and will do an initial assessment within 10 working day
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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.
- Some AMI stores are now open, and we will keep you updated as to when further stores will reopen. You can get the latest update on our retail stores here. We’re closely monitoring the COVID-19 situation, so we can open all 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.