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How to make a Claim

AIG’s claims team is here to help you when you face a loss. We now have two options for submitting travel insurance claims to AIG.

Use the Claims Portal

You have the option to use an AIG claims portal to file your claim at your convenience, 24/7.

By clicking the link you will be directed to a step-by-step process where you can provide the information needed to make your claim.

This claim portal is owned and managed by AIG for the purposes only of delivering AIG Insurance claim services. BNZ does not have access to this portal, does not collect any personal information via this portal and has no liability in relation to this portal. By providing your personal information to AIG, and by proceeding to submit your claim with AIG – you agree with this statement, and consent to the collection and processing of your Personal Information as described in AIG’s Privacy Policy statement at Privacy Policy | AIG New Zealand.

Send Us a Claim Form

You can also download a claim form using the button below. Once you have completed the form, you can return it to us by either:

  • entering information directly into the claim form and submitting it to us by email to

  • printing then mailing the completed form to us by post

  • printing then scanning a completed form and sending it via email to

Along with a claim form, you will need to provide supporting documentation.

In all cases, you will need to provide evidence relating to how you met the policy eligibility criteria prior to departure, including a copy of your itinerary showing prepaid return tickets and a credit card statement showing that you were a cardholder when any payment towards pre-paid travel expenses were made (or for Business cardholders that pre-paid travel expenses were charged to your card).

In addition to evidence supporting your eligibility for and activation of cover you will also need to supply information relating to the claim itself.

  • For baggage claims include receipts or other proof of ownership, and police reports or other documentation demonstrating that you reported the loss to the authorities.

  • For medical claims include details of the accident or injury and costs you have incurred. We may also require supporting evidence from your normal doctor or general practitioner in New Zealand showing the claim is not related to a pre-existing medical condition.

  • For cancellation claims include confirmation from your airline or other provider that your bookings were cancelled and if a refund, partial or otherwise, was provided.

Feel free to include any additional information that you feel is relevant to your case. If the claim form has insufficient space, you may attach a cover letter.

Our Claims Team

Our claims team is committed to providing fast and efficient settlement of your claim. We aim to:

  • Register your claim within twenty-four hours of receipt.
  • Assign a Claims Examiner to assess your claim.
  • Acknowledge your claim by e-mail within twenty-four hours of receiving your electronic claim lodgement.
  • Pay a covered claim within ten working days of receiving your claims form and supporting documentation.
  • Ensure a decision maker is available to respond on as needed basis.


Fair Insurance Code

We are a member of the Insurance Council of NZ and adhere to the Fair Insurance Code, which provides you with assurance that we have high standards of service for our customers. Please visit for more information. 

Feedback and Complaints

We strive to provide a high standard of service at all times. If you have a concern or complaint, we want to hear from you so that we have the opportunity to make it right. Please read our complaints procedure for more information about the process we follow if you have a complaint.