Here’s a list of helpful answers to the questions we receive most frequently from our customers.

• How can I pay my premiums?

  Payment options include:

  • Direct Debit - you will need to complete a Direct Debit form
  • Credit Card - you will need to complete a Credit Card form
  • Automatic payment
  • Internet banking
    Bank account details for automatic payments and internet banking are:
    AIA New Zealand, BNZ, 02-0100-0705286-00
    (please include your policy number in the reference)
  • Cheque - send your cheque or remittance to:
    AIA New Zealand
    Private Bag 300981
    Albany, North Shore City 0752
    New Zealand
    (please write your policy number on the back of the cheque)
• What premium payment frequency options do I have?

  Choose from monthly, quarterly, bi-annually and annually. Only the policy owner can change the payment frequency and must do so by signed request to:

  AIA New Zealand
  Private Bag 300981
  Albany, North Shore City 0752
  New Zealand
  
  
• How do I advise you of a change of address (including moving overseas)?

  We require confirmation in writing by email: nz.service@aia.com or fax: 0800 181 234 or post:

  AIA New Zealand
  Private Bag 300981
  Albany, North Shore City 0752
  New Zealand

  Please be sure to inform us of a change of address as soon as possible.
  
  
• I have lost my policy document, how do I get a new copy?

  You will need to complete a Lost Policy Declaration form and send it to:

  AIA New Zealand
  Private Bag 300981
  Albany, North Shore City 0752
  New Zealand
  
  
• What am I covered for / Do I need to review my cover?

  Ideally you should meet with your Insurance Adviser and review your policies every year. It is common for people to not know exactly what policies they have or what they are covered for.
  If your circumstances have changed, or you can no longer afford the premiums, your Insurance Adviser can assist you in restructuring your cover so that it is relevant to your current needs.
  Upon the occurrence of certain special events, some policies may allow you to increase your cover by up to 50% of the original sum insured or $250,000, whichever is the lesser, without further medical evidence. This is called a Special Events Increase Option and conditions apply, including a maximum aggregate total increase of $500,000. Special events include:

  • marriage or civil union
  • divorce or legal separation
  • birth
  • adoption
  • salary increase for a career change
  • taking full-time care of a dependant
  • tertiary education of a child
  • taking out or increasing a mortgage.

  For assistance, contact the Service Excellence Centre on call free 0800 800 242.

  Please note: a signed request, together with any supporting documentation, from the Policy Owner(s) will be required before an alteration can be made to a policy.
  
  
• Why have my health cover premiums increased this year?

  Health cover premiums automatically increase in five year age bands, starting at age 20.
  From time to time we will increase our health insurance premiums due to increasing claims costs. These increases come from several areas including:

  • procedure and treatment costs
  • wage and salary increases for medical professionals
  • new private patient fees for certain tests.
• What is the difference between a Policy Owner and Life Assured?
  The Policy Owner owns and controls the policy, and is responsible for payment of premiums. The Life Assured is the person who has been insured under the policy. To make any changes to a policy we require written authority from the Policy Owner.
  
  
• How do I reinstate my policy?

  Depending on the length of time from the date of your policy lapsing the requirements are as follows:

  Within 90 days from when your policy was paid up to:
  You will need to pay the full outstanding amount for us to reinstate your policy. No paperwork is required.

  Between 90 to 180 days from when your policy was paid up to:
  You will need to complete a Reinstatement Application form for all Life Assured. We may require further information to consider your application. If accepted, you will also need to pay the full outstanding amount.

  More than 180 days from when your policy was paid up to:
  We may not be able to reinstate your policy. We recommend you contact your Insurance Adviser for assistance.
  
  
• How do I make a claim?
  Detailed information is available on the claims page.
  
  
• How do I obtain a tax statement?

  We provide you with tax/premium statements for all Income Replacement and Income Protection Covers. These include Income Protection and Vital Income Protection Cover. For Business Overheads and Key Person Cover we provide you with premium statements issued for the tax year.

  These statements are issued after the tax year period. If you require a tax letter and have not received one, please contact our Service Excellence Centre on call free 0800 800 242.