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Please Note - If you are cruising around Australia you need to select Pacific. With Regions, variances can apply for Bali, Indonesia, Japan and Middle East. You are not required to enter stop-over countries if your stop-over is less than 48 hours.

If you don’t know where you’re traveling to within the next 12 months, choose Worldwide to ensure you’re covered no matter where you go. If you’re travelling to multiple countries choose the region that you are visiting that is furthest away (excluding stopovers less than 48 hours). In most cases you will be covered for the closer regions as well. For example, if you choose Europe, you will also be covered in the Middle East, Asia and Pacific.

Worldwide means anywhere in the world

Americas means USA, Canada, South America, Latin America, Hawaii and the Caribbean

Europe means all European countries, including UK

Middle East refers to the area from Syria to Yemen; Egypt to Iran

Asia generally means Asia and the Indian subcontinent. For some insurers this excludes Japan*

Pacific means the South West Pacific, Australia and Indonesia/Bali*. Select Pacific for domestic cruises in New Zealand waters

New Zealand means domestic travel within New Zealand only

*Note: Variances apply for Bali, Indonesia, Japan and Middle East. Check that your destination is covered once directed to your chosen insurer’s site.

AA Travel Reviews

The AA has played an active role in New Zealand's domestic tourism since the 1920s. Policies are available to those under 100 years who are residents of New Zealand. Dependents travel for free with parent or grandparent. Their 24/7 emergency assistance is provided by Allianz Global Assistance and they are underwritten by Allianz Australia Insurance Limited.

Customer Experience

Claims experience, value for money.

The Absolute worst experience - STAY AWAY

My claim is only 2000$ and my premium with excess is close to 1000$ , ridiculously small claim - yet ...  Read more

My claim is only 2000$ and my premium with excess is close to 1000$ , ridiculously small claim - yet the claims process was an absolute nightmare. I provided evefry single thing they wanted, then they ask you for additional Documentation and then when you provide it, you wait 20 days and then they ask for more doc which was never asked before and irrelevant just to stall the claim. I am have been waiting almost 3 months for my lousy 2000$ payout, still nothing!

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Took travel insurance out to visit terminally ill parent who died whilst I was there. Tried to claim ...  Read more

Took travel insurance out to visit terminally ill parent who died whilst I was there. Tried to claim $500 for change of ticket. Provided death certificate and copies of original flights etc. Wanted a whole medical review of parent from an overseas medical team. No discussion, just refused to look at claim until 'paperwork' done. I pay $400 per month for AA house/car insurance but they made me feel like I am ripping them off. Have withdrawn the claim and will suck it up but just be warned their customer service is cold and inflexible.

A terrible experience

I had a comprehensive policy (no excess)with AA Travel (which by thew way is Allianz so don;'t th...  Read more

I had a comprehensive policy (no excess)with AA Travel (which by thew way is Allianz so don;'t think it actually has anything to do with AA) I spent two months trying to claim and only ever received a partial payment. Their reasons for denying payment on the remainder made no sense whatsoever but they would not engage in further explanation. It was impossible to actually speak to anyone. Stay away from this company.

Very disappointed at a time l needed support l was alone

Its an insult to use the AA name, trusted it and was let down. I had to haggle with the company who m...  Read more

Its an insult to use the AA name, trusted it and was let down. I had to haggle with the company who made a 'payment of good will' as it was put for a legitimate claim l will never recommend AA travel insurance.

Claim wasnt paid because policy was purchased 1 day after

This is absolutely frustrating, I bought AA travel insurance on 20th Dec after finishing all the trav...  Read more

This is absolutely frustrating, I bought AA travel insurance on 20th Dec after finishing all the travel arrangements on 19th Dec. On 21st my daughter fallen sick and on 22nd I had to cancel the entire trip, so put up a claim. My claim was rejected because I didn't purchase policy while doing the travel arrangements...fuming!

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• Private Hospital
• Private Hospital and Specialist
• non-PHARMAC Plus

Make a Claim

How to claim on your policy

We make the claims process simple so you can focus on recovering while we look after your claim. To make your claim hassle-free, some  First Choice network  healthcare providers can submit pre-approvals and claims on your behalf. Plus, by choosing a  First Choice network  healthcare provider, you'll have 100% of your eligible costs covered (up to your benefit limit, subject to any excess payable and in line with your policy terms).

If you choose a non-First Choice provider you may have to contribute towards the costs of your treatment, in addition to any policy excess or other out-of-pocket expenses that apply. This is referred to as a 'gap payment' - the difference between the amount the provider charges and the amount we will pay for their services and treatments.

Making a claim

For Everyday Cover claims, you can claim online through your AA Health Insurance account . Simply add scanned copies or photos of your documents.

For our Private Hospital and Private Hospital and Specialist Covers, we need a bit more info. Here's a checklist of the things that will come in handy:

• Invoice marked paid or receipt for each claim item, or estimate of costs if you haven't had the procedure yet.
• Referral letter and/or medical report from your GP or other health provider.
• Specialist letter, if applicable.
• ACC decision letter and ARTP-Assessment report, if applicable.
• You will also need your bank account details for a refund, if applicable.

Log in              Register

Make a payment request for procedures that have already taken place, including your pre-approved claims.

If your procedure is taking place within five days, please call our Claims team on 0800 758 758.

The Insurer

AA Health Insurance policies are brought to you by the New Zealand Automobile Association Incorporated (AA) and are issued and underwritten by nib nz.

Financial Strength Rating

nib has been given an  A (Strong) Financial Strength Rating  issued by S&P Global Ratings Australia Pty Ltd.

Financial advice

Our website provides general information about products and services to help you make choices when it comes to protecting the things in life that really matter. The information doesn’t take into account your specific financial situation, needs or goals and is not intended to be financial advice.

If you'd like to receive financial advice, you can get professional advice from a registered financial adviser.

More information

Log in to your AA Health Insurance Account Contact Us Make a Claim Policy Wordings Prosthesis Schedule Terms and Conditions

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How to make a claim

LAUNCH ONLINE claim form

The easiest way to lodge your claim is to complete our online claims form. It only takes a few minutes.  

Start your online claim

Attach supporting documentS

To process your claim, we are going to need certain documents and evidence from you. But don’t worry, we’ve kept it simple and only ask for documents that we need.  You can find the documents you require by ticking the appropriate boxes below.  

Submit your claim

Once you've reviewed your claim and completed the declaration, please click 'Submit'. You don't have to attach all of your documents in one go.  If you don't have all of the information required,   you can submit your claim and come back to it.

What documents fo I need to attach?

Tell us the scenario you're claiming for by ticking the appropriate boxes below and we'll tell you what documents are required.  

You were injured or ill overseas and have medical & hospital expenses to be reimbursed

Your trip was cancelled due to a natural disaster, medical event or family emergency

You have additional accommodation or travel expenses due to re-arranging your trip

You have lost, damaged or stolen luggage & personal effects (including phones, laptops)

The hire car accident you were involved in required an excess payment

You are claiming for another reason

The documents you'll need are:

General documentation.

1.   Receipts and proof of payment for each expense you are claiming.

For Your Overseas Medical & Hospitals Expenses

1.  Medical report from your Doctor in the country where the event occurred.

2.  Discharge summary (if you were hospitalised).

For Your Trip Cancellation Expenses

1.  Contact your travel provider first and ask for refund. If they decline or partially pay the claim, ask for a ‘Refund Advice Document’ and supply to us.

2.  Original flight schedule/itinerary (with terms and conditions)

3.  Tax invoice with the total cost of your travel and accommodation arrangements

4.  Proof supporting the reason for cancellation

Additional Accommodation & Travel Expenses

1.  Original and amended flight itinerary including the terms and conditions/fare rules for the booking and the total cost of your travel and/or accommodation arrangements.

2.  Receipts/proof of payment for the additional expenses claimed.

3.  Documentation outlining the cause of your expenses (i.e. medical report, letter from airline if delayed).

Luggage and Personal Effects

1.  Proof of ownership/ receipts/bank statements for each item lost, stolen or damaged.

2.  Proof of loss (i.e. police report, report to hotel, airline, etc.)

3.  A repair quote from a reputable provider should the item be damaged.

4.  The IMEI (International Mobile Equipment Identity Number) of a lost, stolen, or damaged phone.

Rental Vehicle Excess

1.  A police or accident report from the relevant authority.

2.  Your rental vehicle agreement that states the rental vehicle excess.

3.  A quote or repair invoice for the rental vehicle damage.

4.  Receipt/Proof of payment for the expenses incurred relating to the damaged vehicle.

Optional Benefits

1.  Upload documentation explaining/supporting the reason for the expenses incurred.

2.  Receipt/Proof of payment for the expenses incurred relating to this event happening.

Already have an existing claim?

If you have already commenced an ONLINE CLAIM and need to upload some attachments, please select the below button. This is the fastest way to provide us with additional documentation.  ​All you need to do is enter your Claims Number and attach your documents.

If you have already lodged a claim via phone or email, please don't resubmit online. You can add supporting documents to your claim by emailing  [email protected]

Travel insurance claims FAQ's

Q. what if it’s an emergency.

If you require emergency medical attention overseas (not a general claims enquiry), you should notify us as soon as possible. For emergency assistance or claims under Emergency Medical Expenses Incurred Overseas, you can call +64 9888 9274  from anywhere in the world and reverse the charges.

Q. Who pays the medical bill upfront?

Medical treatment overseas can be expensive to say the least.  If you are admitted to hospital overseas or expect medical expenses in excess of $2,000 you should contact us as soon as possible.  Depending upon the circumstances of your emergency medical treatment, we may guarantee payment directly with the hospital.

Q. How long will it take to process my claim?

In most cases your claim will be processed within 10 business days of us receiving a complete claims form, provided that all the necessary documentation is received.

Q. How will I know the status of my claim?

We’ll process your claim without delay if we have everything we need. We’ll let you know within 10 business days if we need further information or documents to process your claim. Don’t worry, we’ll keep you in the loop every step of the way.

Q. What supporting documents will I need?

The documentation required depends upon the nature of your claim. Use the tick boxes above to tell us what you're claiming for and we'll provide details on the required documentation. Some examples of the information or supporting evidence you may need to provide include:  

• Your original itinerary for claims relating to cancellation or loss of deposits and return travel.
• Doctors certificates or receipts for medical treatment received.
• Any police, local authority or airline carrier reports.
• Receipts or other evidence of expenses paid by you if you incurred additional travel and accommodation expenses.
• Proof of ownership, receipts, or written repair for personal effects to substantiate your loss.
• For rental vehicles, rental vehicle claim forms relating to the accident, showing the excess you are liable for and any receipts for excess payment.

q. What if I don’t have original receipts?

We understand that sometimes you might not be able to provide original receipts for some items. You can still lodge a claim. We’re happy to work with you to find an alternative way for you prove ownership to substantiate your claim.

q. I’m on a long trip, can I claim from overseas?

If you require emergency medical assistance you must contact us as soon as possible. If your claim is non-medical you may submit the claim while still on your trip or upon your return to New Zealand. Our travel claims consultants are available to help you no matter where you are.

Claims enquiries

If you would rather contact us first we’re happy to help.  We have a dedicated travel claims team on hand to guide you through the claims process.  Email us on  [email protected]

Because life’s a trip

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Reviews 1.6.

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Disorganized nightmare

Dealing with this company is a huge headache , they don't read emails so bills don't get paid , they are so disorganized. If your going through a traumatic time stay away from aa health

Date of experience : 21 April 2024

Great Customer service

Customer service really great for car insurance claim when I backed out of garage with the flap of my ev open and it broke off. I found them excellent to deal with and it wasn't a trouble when I needed to go to my specialist dealer to get it fixed not one of their usual.

Date of experience : 25 January 2024

Burocracy, was not able to pay my simple invoice at their office counter showing my policy number, then had to make an appointment with the insurance lady, when I finally met her, she send me away as too busy with the advice to do it online. I wonder how other, not-online people do business with AA? And do we need a local AA Shop with around 10 stuff not looking busy?

Date of experience : 04 April 2024

AA Insurance - Shocking at best

AA Insurance is very un-professional, Disorganized and lacking feeling. Had to explain things 5x, send items through multiple times, wait over a month to see any results then had to initiate the complaints process. As the victim in a serious head on crash, they accepted liabilty of the crash and the claim, then proceeded to give my client a month run around and made my her feel like a criminal effecting her mental health negatively - Very poor service 1 star is for the one team memeber that did a good job. Not very impressed from a company that historicly has been a solid part of NZ community for generations. Need to do better

Date of experience : 03 April 2024

Awful service for house insurance

Awful service for house insurance. Couple in late 70s burgled stole a mobile, laptop, handbag, purse. Not much total value 350 quid max. 100 quid excess and these scum would only pay for the phone as that is the only one they had a reciept for! Greedy and awful treatment to old people who have just been burgled. NEVER do business with the AA

Date of experience : 28 March 2024

Our house was flooded in mid September…

Our house was flooded in mid September 2023. The stripping and drying was done by AA contractors, their work leaves a lot to be desired. The problem now is the repair work cost is not agreed with the in house team dragging their heals, offering half of the builders estimate quote. That includes repair of the walls and floors, replacing the family bathroom and the kitchen and recoderating the whole downstairs and the landing and 2 rooms upstairs. TheAA costing is laughable and not realistic to be polite. With such a big insurance company you would expect better costumer understanding and empathy.

Date of experience : 01 February 2024

Thankyou AA Insurance for my new spectacles ease of…

Thankyou AA Insurance for the ease of making a claim and how quickly and easily it was processed. My spectacles had dropped on the road without me realising and were crushed almost beyond recognition. I received my new spectacles today and I'm delighted with the way the whole process was so easy.

Date of experience : 26 January 2024

AVOID THIS COMPANY THEY TAKE MONEY FROM YOUR CREDIT CARD WITHOUT PERMISSION

My renewal was 3 times as much.When I said I was leaving they dropped it to the old price but I never received the new documents to confirm the new price so I emailed them to cancel the policy I never heard anything then 2 months later they stole my money from my credit card without my permission and took the full yearly amount of £482.50 I normally pay monthly. They say ring to complain but they mess you around and have you on the phone for ages the company that owns it is admiral the reviews are a disgrace they are theives to help complain use a company called resolver they are good. good luck lets put these scammers out of business

Date of experience : 06 February 2024

AA car insurance stole £100 from a…

AA car insurance stole £100 from a credit card of mine without my permission and said it was admin! Watch out they are thieves and you can’t get through by telephone ever and they stick things in small print and never get in contact regarding renewal. More expensive than most and diabolical customer service. Not even 1 star. Be very careful using them you can end up in debt

Date of experience : 09 September 2023

Do not insure with these people

Do not insure with these people Hopeless communication online claims manager is a joke Want more information is their stop standard reply could not open file is another Attrition is this companies weapon DO NOT INSURE WITH THESE PEOPLE For me never again

Date of experience : 01 August 2023

Company declined payment

Company declined payment for a cancelled trip when my mother in law died because her illness was pre-existing when the policy was taken out months beforehand. She was not even on our trip and we did not know how serious it was when we booked the trip.

Date of experience : 05 December 2023

Scam Artists

Read Stuffs latest news on them facing court. They were charging me double a fortnight because of the system taking money and refunding it. Tried to change policies and gave them the same answers as before and they were going to charge me $5 extra! Get them investigated and shut down! Never have I had a payment plan do what they've done. I couldn't even afford groceries or petrol!

Date of experience : 30 June 2023

I am SO relieved to be paid out $1440

I am SO relieved to be paid out $1440, 7 weeks after claiming for an ambulance ride in Australia. I paid the ambos with savings earmarked for car service/wof/insurance as I was given to expect payment within 10 days. On an income of $600/fortnight I've been on tenterhooks. I imagine its a very small team with a huge inbox and that my claim had to just await its turn. Over the 7 weeks, AA has several times invited me to enter various insurance promotions, ironically even for travel insurance. I've let someone else win those.

Date of experience : 19 June 2023

Been a customer for 24 years

Been a customer for 24 years. Unfortunately our house got broken into recently. We have full replacement policy. Made to feel like a criminal making the claim. Expect to be able to produce evidence of ownership. Check your jewellery limit default is $5000. At 60 years of age a lady can accumulate quite a bit more than limit. No receipt don’t expect photographs to be accepted. Claims assessor said he could not establish if the jewellery was real. As if we planned to defraud insurance with photographs going back over 20 years. AVOID THESE INSURANCE CON MEN.

Date of experience : 03 September 2019

Wouldn’t even give these guys one star

Wouldn’t even give these guys one star. Have made two claims that were clearly NOT gradual damage. AA insisted on gradual damage and refused to cover. We’ll be going back to Tower and to court to recover our costs. Absolutely horrific insurance company hiding behind the “gradual damage” guise to get out of paying. Total joke. Don’t go anywhere near them.

Date of experience : 01 December 2021

AA insurance complete rip offs

AA insurance complete rip offs. My car was written off. They took the full years premium off the agreed value settlement even though I paid up to date of the accident. They said they will pay the balance once the tow truck company has picked up the car. It's been a week and no contact from the tow truck company.

Date of experience : 22 January 2024

AA home insurance, Bath

Dealt with Craig from AA Bath, lovely helpful advisor who took me through the process of insuring an empty property belonging to an elderly relative. I had limited knowledge of the property , Craig made the entire process simple and stress free. Many Thanks AA Bath

Date of experience : 25 July 2022

AA is horrible.

AA is horrible. Partner and I had both separate experiences of getting hit by other people. 1) some HoleAss backed into his car - got the details they even had the person who owned the car had insurance with AA and still nothing done. No police update or anything 2) got smacked by a trailed when merging - guys was over the speed limit and wanted to go past me smacked into me with his boat.. honestly police were terrible aswell. Case still going been over 6 months. Part of it I feel is discrimination against women. Oh silly female driver - everyone believes it. I need to change insurance companies they are...

Date of experience : 19 November 2021

Awful! Have been chasing my storm damage claim since 27/02! No progress whatsoever. I've never seen such poor customer service levels... they simply DO NOT RESPOND. AA have one more week to demonstrate their support or I'm escalating.

Date of experience : 21 March 2022

I insured my car through them for…

I insured my car through them for several years. Their emails are polite, helpful and timely. I'm not sure why they have so many negative reviews as they're an honest company that communicates professionally. Having said that, I never made a claim so I don't know what that process would be like. They have a good comprehensive package and I opted for extras such as unlimited break-in cover because NZ has high break-ins. I also opted for the additional break-down cover which I did use when my car battery went dead (the dealer hadn't notified me the car had a 10 year old battery in it when I bought it, so the battery went dead not long after buying it).

Date of experience : 06 December 2021

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Make a claim

We always hope your trip goes smoothly, but if things went wrong and you need to submit a claim, it's easy to do so.

You'll find all the information to make your travel insurance claim below, including our step-by-step guide to making your claim, what happens next and frequently asked questions.

The easiest way to lodge a claim is through our online portal, My SCTI. If you haven't already, register today  to get started. Make sure you have your policy number, bank account number and supporting documents ready to upload with your claim details.

Make a claim in My SCTI

To track the status of an existing claim or upload supporting documents you’ll need to log into My SCTI .

Is this an emergency? We're here to help with 24/7 Emergency assistance .

How to make a claim in My SCTI:

For more detail on how to make a claim in My SCTI, take a look at our  My SCTI FAQS .

How to make a claim on our website:

Main policyholder details, examples of things you may need.

• Medical documents
• Police reports
• Bank account number

What happens next?

We know you’ll be waiting to hear from us about the outcome of your claim, so we’ve outlined below what you can expect.

• Once you have submitted your claim you will receive a confirmation email from us with your claim number, to let you know that we’ve received your claim. 
• Our admin team will review your claim to ensure we’ve got everything we need from you. If further documentation or information is required we will contact you via email to request these. 
• Your claim is then placed in the queue to be assigned to an assessor.  Claims are assigned to assessors in chronological order (oldest to newest). 

Allocated 

• When your claim has been assigned  to an assessor they will email you to confirm your claim has been assigned. They will review the details of your claim and your supporting documents. If they have any questions or require anything further, we will contact you via phone or email.
• Should we require any additional information from an external party, you may experience a slight delay. Your assessor will keep you updated throughout this process.
• Once we have made a decision about your claim, we’ll always confirm the decision in writing, but your assessor may call you to discuss first.
• If your claim is accepted, please allow up to 3 business days for the payment to appear in your account. If we have paid a provider on your behalf, we will forward you the details of that payment instead.

Waiting on an update on your claim?

You can keep an eye on the status of your submitted claim, by clicking on 'My Claims' once you are logged in to your  My SCTI  account. This gives our claims assessors more time to assess claims, rather than handling calls and queries relating to anticipated timelines.

Be sure to check your email, including any junk, spam or promotional folders to ensure email requests or updates have not been missed.

Any missing documents can significantly delay the processing of your claim so it’s important to make sure you have included all the supporting documents required. You can find examples of what we require in our  list of documents , and if you haven’t already, add these supporting documents in our secure portal,  My SCTI . Conveniently you can also view your policy, make any additional claims and update your details. If you haven’t already, register now to get started. You can find our  FAQs here  if you get stuck. Or if you’d prefer, you can email your documents to us at [email protected] .

Frequently asked questions