What to do in the event of a claim.
Please download the claim form and send to:
- 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
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.
ACE Claims Accident & Health
PO Box 734
For claims assistance and a claims form, please call 0800 422 346.
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:
PO Box 10-845
Wellington, New Zealand
Telephone: 0800 888 202
Facsimile: (04) 499 7614