How to make a vehicle insurance claim

If you have been in an accident, or your vehicle has been stolen or damaged, it can be a stressful time. When it comes to insurance, from your car to your boat - knowing how to claim can help get things back to normal as soon as possible.


Whatever the situation, call us

The ASB Claims Team is available Mon - Fri 8am to 6pm on 0800 200 242. If you need urgent assistance outside of these hours, please phone 0800 200 242 and choose option 1. If you're overseas, you can call the ASB claims line on +64 9 969 9282.


What to do in the event of a vehicle accident

Safety is the number one priority

If you have been involved in an accident, stop and make sure everyone is okay. Try to secure the area as well as possible to prevent any further injury. Call an ambulance if someone requires medical assistance, or get someone else to if you require medical assistance. If an animal has been hurt and you can’t find the owner, contact the SPCA.

When you are confident that the situation is under control, take the following steps:

1. Call us
Contact ASB insurance on 0800 200 242 as soon as you can after the accident. Where possible, have the following details on hand:

  • The date, time and location of the accident
  • Who was driving, including their licence details
  • Other vehicles involved, including drivers and their insurance details
  • Owners of any animals involved, including their insurance details
  • Owners of any property damaged, including their insurance details
  • Contact information of any witnesses

We’ll then give you a claim number for future reference, for when we need to talk to you about your claim. We'll also assign your claim to a dedicated claims manager, who can help you through the claim process.

2. Share the details
Give your name and address to the owners of the vehicles or property that have been damaged, but do not admit any fault. It’s your responsibility to notify the police within 24 hours of an accident.

3. Recovery and repair
If your claim has been accepted and your vehicle can’t be driven, we’ll cover any reasonable costs of towing or transporting it. If you can drive your vehicle, take it to your nearest approved repairer.

4. Paying the excess
This is an amount you contribute to the repair of your vehicle. Your policy schedule will state how much your excess is.


Theft or attempted theft

If someone steals or attempts to steal your vehicle, here’s what to do:

1. Call the police

Notify the police immediately and they will give you an incident reference number which you should keep on hand.

2. Call us

If your vehicle has been stolen, contact ASB insurance on 0800 200 242 and provide us with the incident reference number. Our vehicle policies include a stand-down period, which allows the police to search for the vehicle before we regard it as stolen.


Fire or damage

There are some other steps you need to take:

1. Prevent further loss

If your vehicle is damaged, take reasonable measures to prevent further loss or damage.  For example, arrange emergency repairs to a broken lock (keep all receipts for any costs you incur).

2. Call us

Contact ASB insurance as soon as you can on 0800 200 242. Our claims staff will explain the claims process and direct you on the next steps required.


In the event of a damaged windscreen, you can speak directly to our preferred supplier network to have your windscreen repaired.

Simply call us and and select the ‘new windscreen claim’ option. This will immediately put you in contact with our repair network. If for any reason you want to use a non-preferred windscreen supplier, your chosen repairer will contact us to make new arrangements with you.

Let's talk about car, boat or other vehicle insurance

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Talk to us about what you'd like to insure and we'll get you sorted.

0800 200 252

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Visit us at one of our many branches across New Zealand.

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Other helpful guides

ASB general insurances are underwritten by IAG New Zealand Limited (IAG). For full details, refer to the relevant insurance policy document which is also available on request from any ASB branch or by calling 0800 200 252. The availability of insurance cover is subject to your application being approved. Exclusions apply. See further information regarding IAG's financial strength rating. A minimum premium applies for all policies. Even if your policy qualifies for one or more discounts the total of these discounts cannot cause your premium to be less than the required minimum.

Car, boat and other vehicle insurance How to make a vehicle insurance claim