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.

Motor claims update

We've experienced a spike in claims due to severe weather events this year. Unfortunately this may cause delays when you call our Claims Line. Rest assured, our teams are working hard and doing their best to manage claims as quickly as they can. 

Thank you for your patience. 


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.

Email us:

You can also contact us about your claim by emailing ficlaims@iag.co.nz

The IAG claims team will endeavor to get back to you within 2 business days. Including some of the following information about your loss will help speed things up:

  • Date the incident occurred
  • Your details - Full name, address, email address, contact phone numbers
  • Preferred time to be called back – between 8am and 6pm Monday to Friday
  • Policy Number (if you have it)
  • A brief description about your claim

Other helpful things you could provide about your claim if you have them on hand.


  • Date your loss occurred
  • Photos of damage to your home


  • Proof of ownership such as receipts or valuations 
  • Photos of damage to your contents


  • Date your loss occurred
  • Details of what happened, including police reports if you have them 
  • Photos of damage to your vehicle

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

Call us

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

0800 200 252

Visit a branch

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

Find a branch

Ask a question

Need help? If you need more information, just email us.

Ask us now

Other helpful guides

The availability of insurance cover is subject to your application being approved. Terms, conditions and exclusions apply. For full details, refer to the policy document which is available from ASB Bank Limited. This insurance is underwritten by IAG New Zealand Limited. See further information regarding IAG's financial strength rating.

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