Complaint Process

We are committed to treating any complaint seriously and making things right as fairly and quickly as possible. 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:

call us icon Phone

0800 080 048

email us icon Email

[email protected]

mail us icon 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.

Our insurance partner

AA Travel Insurance policies are brought to you by the New Zealand Automobile Association Incorporated (AA), are issued and managed by AWP Services New Zealand Limited trading as Allianz Partners (FSP758611) and underwritten by The Hollard Insurance Company Pty Ltd ABN 78 090 584 473 (Incorporated in Australia). Read AWP Services New Zealand Limited Disclosure statement here. Terms, conditions, limits, sub-limits and exclusions apply. These are set out in the Policy Wording , which you should read before making any decisions about an AA Travel Insurance Policy.

Financial Strength Rating

The Hollard Insurance Company Pty Ltd ABN 78 090 584 473 (Incorporated in Australia), (“Hollard”), Level 26, 188 Quay Street, Auckland 1010 has been given a financial strength rating of A- (Excellent) issued by A.M. Best Company Inc. To see full details on the Financial Strength Rating please click here.

An overseas policyholder preference applies. Under Australian law, if The Hollard Insurance Company Pty Ltd is wound up, its assets in Australia must be applied to its Australian liabilities before they can be applied to overseas liabilities. To this extent, New Zealand policyholders may not be able to rely on The Hollard Insurance Company Pty Ltd’s Australian assets to satisfy New Zealand liabilities.

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.