How to make a car insurance claim

We understand that needing to make a claim can be unsettling. We've partnered with specialist insurer, IAG, who underwrite your policy with us, to manage your claim and make it as quick, easy and stress free as possible. 

Make sure you take a look at the helpful information below so we can help you get back on the road sooner.


Making a claim

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

Claim online:
You can lodge a claim directly with IAG through our online form.

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

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

Existing claims:
To update an existing claim, email asbclaims@iag.co.nz or phone us on 0800 200 242.


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. If someone is hurt, you must tell a police officer as soon as possible and no later than 24 hours after the crash. 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 vehicle registration number to the owners of the vehicles or property that have been damaged, but do not admit any fault. 

  3. Recovery and repair
    If your claim under a Full Cover policy has been accepted and your vehicle can't be driven, we'll cover reasonable costs of towing or transporting it. If you can drive your vehicle, we can direct you to your nearest approved repairer, including IAG's repairer, Repairhub, located across New Zealand

  4. Paying the excess
    Your policy schedule will state your Vehicle Excess amount and any Additional Excess which may apply to your policy and claim.


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

Call us on 0800 200 242 and provide us with the incident reference number. We will allow a period of time for the police to search for the vehicle before we regard it as stolen.


Fire and other damage

If your vehicle is damaged, there are some steps you need to take:

1. Prevent further loss

Take reasonable measures to prevent further loss or damage. For example, if you accidentally put diesel in a petrol engine, you must stop driving your vehicle as soon as it is safe to do so once you realise the mistake.

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.


Damaged windows and windscreens

If you have a chipped or broken window or windscreen, phone 0800 200 242, choose Motor claims and then choose the option for glass damage. This will transfer you to a glass repairer in our network.

Alternatively, if you would like to use a non-aligned glass supplier, please call us and choose the option for registering a new claim. 

Ready to make your claim?

Call us

0800 200 242

Claim online

Online form

Another helpful guide

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

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