Thanks for your patience. If you're having trouble submitting a claim online, it may be due to a couple of known reasons. Each one can be solved by following the steps below:

1. Your policy isn't showing in your existing membership

If you purchased your policy as a guest (or with a different email address) and you have already set up a membership, the policy won't show up in your membership. Simply email or contact our claims services team, advise us of your policy number and they'll be able to merge your policy into your membership.

  • Email to: [email protected]
  • Within New Zealand: 0800 666 237
  • From anywhere in the world: +61 2 8263 0400

2. You don't have a membership

You will need to set up a membership to submit a claim online. If you don't have a membership, you can create one.

3. You're having issues sending documents online

If you have already started your claim and you're having trouble submitting your documents through our website. Try contacting our claims services team as we will need to have the call recorded. A team member can call you back and read the declaration out over the phone and obtain your verbal consent and appropriately verify your identity.

  • Within New Zealand: 0800 666 237
  • From anywhere in the world: +61 2 8263 0400
  • If you're having trouble submitting or accessing a claim you can download a claims form.

4. The website is just not working!

Sometimes our website just doesn't want to play ball. If you’ve tried over a short period of time using a new browser or device and it still doesn't work, then please contact our claims services team as we will need to have the call recorded. During the phone call a team member a team member can read the declaration out over the phone and obtain your verbal consent as well as appropriately verify your identity.

  • Within New Zealand: 0800 666 237
  • From anywhere in the world: +61 2 8263 0400

If the team is busy they will call you back and get you to read the declaration out over the phone and obtain your verbal consent on a recorded line.

As always, if you’re unsure of something please contact us and take the time to read your policy to understand the terms, condition, limitations and exclusions.


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