Skip to Content
American Express
Cards Insurance ServicesInsurance ServicesInsurance Services Travel ServicesTravel ServicesTravel Services
 

If you wish to make a claim, please follow the steps as outlined below. You should advise all claims to us within 30 days after completion of the journey. If at any time you need further assistance, you can contact our Customer Relations Team on 0800 656 667 (Monday to Friday 8.30am - 5.00pm).

Step 1 : Download Travel Insurance Claim Form (PDF: 3.5 MB / 4 pages)

Step 2 : Gather all supporting documentation, eg medical reports, police reports, declarations, invoices and receipts, valuations or other such evidence we may request to assist us in the prompt resolution of your claim.

Step 3 : Send your completed claim form and supporting documentation to ACE Insurance Limited by either:

  • Fax - (09) 303 1909
  • Post - ACE Insurance Limited - Claims Accident & Health, PO Box 1497, Auckland.

You can expect to receive a response within 14 days of when we receive your claim form.

What to do in the event of a claim

  • Liability - For liability claims do not make any admission or offer. Request the claim against you be put in writing.
  • Luggage and Travel Documents - Immediately report any luggage loss or damage to the airline or carrier involved and submit a claim to them. In some instances they may be responsible for damage and/or loss. All losses under luggage and travel documents must be reported to local authorities within 24 hours and written acknowledgment obtained.
  • Medical - In respect of medical claims you should submit claims to your private health provider prior to lodgment with ACE.

Dispute Resolution

We have developed an internal dispute resolution procedure in accordance with the Code of Practice.

If at any time You have an unresolved complaint about Our products or services, You can use Our internal dispute resolution process.

Your query or complaint will then be reviewed and We will respond within 15 working days.

If Your dispute involves a claim and You are unhappy with Our internal review of Your complaint, You may take Your complaint, at no cost to you, to the Insurance and Savings Ombudsman (ISO). This external dispute resolution can make decisions, which we are obliged to comply with. Further information about ISO is available on request.

A brochure describing Our dispute resolution procedures in more detail is available from Us on request.

Get a Quote

Get a quote for Annual Travel Cover

Get a quote for One Trip International Cover