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Complaint process

We are committed to resolving any complaint or dispute fairly.

If you have a complaint about the product or the service you received, please contact us and we will put you in contact with someone who can help to resolve the complaint. 

Please call us first on 0800 808 203 so our team can work with you to resolve any issues or misunderstandings.

If you’d like to submit a formal complaint in writing, please send it to:

Email: aatravelinsurance@covermore.co.nz

Mail:

Customer Relations
PO Box 105-203
Auckland City
Auckland 1143

Our insurance partner

AA Travel Insurance policies are issued and underwritten by Zurich Australian Insurance Limited (ABN 13 000 296 640) trading as Zurich New Zealand, distributed, arranged and administered by Cover-More (NZ) Limited (NZBN: 9429038789373: FAP FSP26184), and promoted and distributed by The New Zealand Automobile Association (Incorporated).  For further information see Zurich New Zealand’s financial strength rating. Consider the Policy Document before deciding to buy this product. Limits, sub-limits, conditions, and exclusions apply. Standard excess may apply.

Financial strength rating

Zurich Australian Insurance Limited (ABN 13 000 296 640) trading as Zurich New Zealand has a financial strength rating of AA- from S&P Global Ratings. This rating shows that the company has very strong financial security characteristics. This is reviewed annually and may change from time to time. View the full and current financial strength rating. 

We have a formal complaints resolution process which ensures that a manager is made aware of all complaints under investigation and oversees the handling and resolution of all complaints.

Allianz Partners Dispute Resolution Process

Contact details

If for any reason you are unhappy with our service or sales process, you can contact us by:

Phone: 0800 800 048, Monday to Friday 8.30am – 5pm NZST.

Email: help@allianz-assistance.co.nz

Mail:

Complaints Resolution
PO Box 33313
Takapuna
Auckland 0622

We will acknowledge your complaint within one working day. If it cannot be resolved within two working days, we will be in touch with you to agree a new timeframe.

Policies issued prior to 1 December 2025

AA Travel Insurance policies issued before 1 December 2025 were issued and managed by AWP Services New Zealand Limited trading as Allianz Partners (NZBN 9429035270157), underwritten by Mitsui Sumitomo Insurance Company, Limited (NZBN 9429039809810, FSP Number 20661) (Incorporated in Japan) and distributed by The New Zealand Automobile Association (Incorporated). 

Financial strength rating

Mitsui Sumitomo Insurance Company, Limited (NZBN 9429039809810, FSP Number 20661) (Incorporated in Japan), has a financial strength rating of A+ (Stable) given by S&P Global Ratings. View the full details on the financial strength rating.

If you're not satisfied with our response, you can refer the matter to the Insurance & Financial Services Ombudsman (IFSO), an independent body whose services are free to you. As a member we agree to accept the IFSO’s decision where we are bound to do so.

Financial Advice

Financial advice

The New Zealand Automobile Association provides general information about AA Travel Insurance products and services so that you can make a choice that best meets your needs. Information provided does not take into account your personal circumstances, needs or goals and is not intended to be financial advice. If you'd like to receive financial advice, you can get professional advice from a registered financial adviser.

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10% AA Member discount available for new policies.

Terms and conditions apply.*

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AA Traveller Member Benefits

*Provide a valid AA Membership number at time of purchase. Discount applies to the total premium.