COVID-19 FAQs

These FAQs provide information about AA Health policies in relation to COVID-19. They may be updated from time to time, and were last updated on 20 August 2020.

Because the financial impacts of COVID-19 are likely to be felt for some time, AA Health has extended its COVID-19 customer support package until 30 September 2020. Our priority is to make sure our customers continue to stay safe and healthy by maintaining their private health insurance as New Zealand recovers from the pandemic.

What should I do if I think I have COVID-19?

If you think you may have COVID-19, call the dedicated Healthline number for health advice and information (free, and available 24/7) on 0800 358 5453 and advise them of your symptoms.

For information on symptoms and where to get help, refer to the Ministry of Health website.

Does my health insurance cover COVID-19?

The Ministry of Health will cover the cost of your hospitalisation if you are admitted to public hospital with COVID-19. This includes any or all the following:

  • Diagnosis
  • Treatment of the infectious or quarantinable disease
  • Follow-up services and
  • Contact tracing services.

The extent of Ministry of Health cover is based on what’s appropriate to address the risks, which is determined by a clinician. For more information please visit health.govt.nz

For expenses that aren't covered by the Ministry of Health, you can check your policy details by logging into your AA Health account to see whether there are any out of pocket expenses that may be covered.

AA Health has extended cover on all Private Hospital policies, at no extra charge, to include chest, lung, kidney and bladder or other treatments which may be caused by COVID-19.

Does my cover change as a result of COVID-19 being declared a pandemic?

This declaration does not affect your cover with AA Health. Your cover will continue to operate in line with its normal policy terms and conditions.

Does my policy cover me for doctor and specialist appointments by telephone or video?

Telephone and video consultations with GPs and specialists will be treated the same as in-person consultations and will be covered in line with your policy terms and conditions.

This position will be reviewed regularly to ensure it reflects any changes with the COVID-19 situation in New Zealand and any change on that will be updated on AA Health’s website. Standard claim criteria, such as the requirement to provide an invoice for a consultation, still apply.

How can I find a GP or specialist that offers video or tele-consultations?

We recommend that you first check if your current GP or specialist offers video or tele-consultations. If they don’t offer this service, Whitecoat provides a directory of dedicated telehealth providers across New Zealand which includes GPs and specialists. This directory is continually being updated as health providers offer video and tele-consultations and register with Whitecoat.

If I've been financially affected by COVID-19, what should I do?

In response to the financial hardship many New Zealanders may experience due to COVID-19, we have put together a range of special premium relief options which will be available for eligible customers* until 30 September 2020. This includes:

  • Suspension of your health insurance policy and premium payments for up to six months.
  • Increase of policy excess^ to the maximum allowable level under the policy without needing to be re-underwritten if you choose to reduce your excess as your financial situation improves.

*Applies to existing AA Health customers (as at 31 March 2020). Policy terms and conditions still apply.

^Customers must apply for the excess reduction by 31 March 2021.

If you have been affected by COVID-19 and are experiencing financial hardship, please call us on 0800 758 758 to discuss options to help you maintain your health cover through this difficult time.

What happens if my treatment is delayed or cancelled as a result of COVID-19?

If your treatment has been delayed or cancelled as a result of COVID-19, your medical practitioner, specialist or surgeon should have been in contact to advise you what the next steps are.

For pre-approvals issued before 1 July 2020, AA Health has automatically extended pre-approval validity to six months to accommodate any customers experiencing delays to hospital treatment. If you need to update your pre-approval to reflect the new date of your treatment, get in touch via email [email protected] or phone 0800 758 758.

Am I covered for diagnostics tests for COVID-19?

The Ministry of Health will cover diagnostics tests for COVID-19. Please note these tests can only be ordered by your doctor if you meet the testing criteria. If you are asked to pay for these tests, you can check your policy details on your AA Health Account to see if your policy may cover you.

Will COVID-19 be considered a pre-existing condition?

If you take out cover with AA Health and have any pre-existing medical conditions such as COVID-19, you may need to disclose these at time of joining. Under Private Hospital or Private Hospital and Specialist cover, some pre-existing medical conditions may be covered immediately, while others may have a stand-down period or be permanently excluded. Please read the policy wordings to find out more.