• Advise all claims to us within 30 days after completion of Journey.
• You must submit all supporting documentation, e.g. medical reports, police reports, declarations, receipts, valuations or other such evidence we may request to assist us in the prompt resolution of your claim after completion of your Journey.
• For liability claims do not make any admission or offer. Request the claim against you be put in writing.
• All losses under Luggage and Travel Documents must be reported to local authorities and written acknowledgment obtained.
• In respect of medical claims you should submit claims to your private health provider prior to lodgment with ACE.
• 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.
• Use the ACE Assistance Line +64 9 359 1616 for specific assistance on all travel emergency matters whilst travelling overseas.

• If You are not happy with our products, claims settlements or services, we want to hear from You.
• We treat Your complaint seriously. We refer it to our Internal Disputes Resolution Committee (Committee).
• You should normally receive a reply from the Committee within fifteen (15) working days after Your written request is received. If a decision cannot be reached within that time, we contact You and inform You when You can expect a decision to be made.
• We aim to settle all complaints fairly and quickly. If a dispute cannot be resolved in Your favour, You will be given the general reasons for the outcome. If You are unhappy with the outcome of 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 panel can make decisions which We are obliged to comply with.

Further information about the ISO is available by contacting them at:

Post:
PO Box 10-845
Wellington, New Zealand

Telephone: 0800 888 202
Facsimile: (04) 499 7614
Email: iombudsman@clear.net.nz
Website: www.iombudsman.org.nz