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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 car insurance, knowing how to claim can help get things back to normal as soon as possible.

01

Making a claim

Following loss or damage to your vehicle, things can be stressful. Here are some tips and suggestions to make your claim as smooth as possible.
Before getting in touch, try and get together the following:

  • Your policy number
  • A brief written description of what happened and the damage (photos are very helpful)
  • A police report if you have one

Call us:
The ASB claims team are available on Monday to Friday 8am to 6pm on 0800 200 242 or +64 9 969 9282 from overseas.

For broken or chipped windows and windscreens:
Phone 0800 200 242, choose Motor claims and then option 1 for glass damage. You'll be transferred to a glass repairer.
If you would like to use a non-preferred glass supplier, your chosen repairer will contact us to make arrangements with you. 

Need urgent assistance outside of these hours?
Phone 0800 200 242 and choose option 1.

Email us:
Email asbclaims@iag.co.nz with the information above if you have it.
The claims team will get back to you within 2 business days of receiving a new claim enquiry.

02

What to do in the event of a vehicle accident

Safety is the number one priority

If you have been involved in an accident, please make sure everyone is okay before you try and get in touch with us. Once you are confident that the situation is under control, take the following steps:

  1. Contact us

  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.

03

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.

04

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.

05

Windscreens

If you have a chipped or broken window or windscreen, phone 0800 200 242, choose Motor claims and then option 1 for glass damage to be transferred to a glass repairer. If you would like to use a non-preferred glass supplier, your chosen repairer will contact us to make arrangements with you. 

Contact us

Call us

For general enquiries or to get insurance over the phone.

0800 200 252

Need to claim

You can call us.

0800 200 242

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