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When you make a claim, it’s our opportunity to keep our promise to you. You can speak to your insurance broker, download a claim form below, or contact us directly regarding your claim. Our expert team will handle your claim efficiently and professionally, helping you to recover from your loss as quickly as possible.

Download a claim form

 

Step 1: Select Personal or Business claim

 

Committed to service excellence

When you buy insurance from AIG, you can have confidence that we stand ready to help you recover quickly when the unexpected happens. The claims operation that underpins every AIG policy is one of our greatest strengths, with a strong local claims team backed by our global network of expertise to support you when you face a loss.

Our claims philosophy is to deliver service that every customer would recommend; our vision is for our claims service to be a key reason that businesses and individuals choose to insure with AIG.

Local knowledge

Our local claims team has first-hand knowledge of risks, business practices, legal and regulatory issues. The team is supported by a dedicated Claims Account Relationship Manager, ensuring that you are satisfied with the progress of your claim every step of the way.

Dedicated, focused claims handling

We get your claim to the right expert fast. Each claim is handled by an adjustor with the most appropriate type of expertise, based on the product line and the complexity of the loss. Administrative tasks are handled by separate teams, giving more time for our adjusters to work with you on a stronger, more proactive partnership to settle larger and more complex claims, and provide a faster service on more straightforward claims.

Worldwide capability

For companies doing business overseas, our global network gives us the edge in resolving your claim should a loss occur in a foreign market. We can work across borders with teams in multiple countries, working with local languages, laws and regulations alongside those back home in New Zealand.

Global expertise

Our global claims team comprises over 10,000 claims professionals. We handle millions of claims every year, each one adding to the wealth of knowledge and experience that helps us resolve your claim quickly and efficiently.

Investing in our claims team

We have recently implemented a new framework to further strengthen our claims service:

  • Our New Zealand and Australian claims teams now work as one bigger and better team, with more people available to work on claims.
  • We've aligned the specialisation and technical expertise of our claims handlers to the line of business and complexity of loss of the claim, allowing each claim to be managed in a more efficient and proactive manner.
  • Specialist administration teams now handle administration and support functions, so that our claims handlers can remain focused on the technical management of the claim.
  • There is now greater contact between you and your claims examiner, enabling a more proactive and collaborative approach to claims resolution.

These changes, along with enhanced claims handling processes and technology, offer you more peace of mind when you needed most, with increased capacity in the event of a catastrophe, and access to our most experienced claims experts for major losses.

When settling a claim, speed and accuracy is important. We tailor our approach to each claim, looking for the best way to move the claim toward resolution in the least possible time, while being sensitive to your needs.

Smaller, less complicated claims are handled through our routine or "fast-track" procedure, which allows for fast and efficient settlement. For this type of claim, all we need is brief pre-defined information to enable us to quickly settle the matter.

For larger losses, when you make a claim with AIG, you have the advantage of dealing directly with the decision-maker, and you can rely on our team having specific knowledge and experience of local legislation and practice.

Your feedback is important to us

At AIG we strive to provide excellent service to all of our valued customers and business partners.  Whether you have good feedback or bad we'd like to hear about it so that we have the opportunity to make it right and to identify ways to we can improve our customer experience.

To find out more information about how you can provide us with your feedback, or making a complaint, please visit our Feedback and Complaints page.

Contact us

Business Insurance Claims

For any business related claims please contact your insurance broker who will be able to assist you.  If you would prefer to speak to someone at AIG you can contact us directly or email the relevant claims team:

+64 9 355 3100

+64 9 355 3135

Personal Accident & Health Insurance Claims

If you would like to contact us about your personal accident or health policy or make a claim, please call us directly or send an email.

Lines are open 9am to 6pm Monday to Friday.

Personal Travel Insurance Claims

If you would like to contact us about your personal travel insurance policy or make a claim please call us directly or send an email.

You can download, or complete and submit a claim form to us via the appropriate link below.

Emergency Assistance for Travel Insurance Customers

If you require assistance or advice from Travel Guard please phone our Emergency Assistance helpline (reverse charges will be accepted).  Travel Guard is AIG's emergency assistance provider and is available to help our customers 24 hours a day, 365 days a year.

+64 9 359 1678