Looking out for you during COVID-19

26 March 2020

As the situation with COVID-19 rapidly unfolds, we are keeping up to date with the latest Government announcements and ensuring we are working to provide a high-quality service, while keeping our State team and customers safe and well.

With New Zealand now at a level 4 response, we are quickly setting up our teams to work from home.

We want to reassure you that we are classed as an essential service and will still be here to help you over the phone and online throughout this period.

Please note that our call centre hours are currently to 9am – 6pm.

We understand that this is an uncertain time and many of you have questions about your insurance cover. Please scroll down to our handy FAQ section for some answers to your commonly asked questions.

Our customers

We're here to help with your insurance needs, and for the most part, the ways we can support customers haven't changed.

You can find insurance info or stay in touch by:

  • Chatting to us on Facebook
  • For personal insurance customers using your MyState online account - it's available 24/7, and you can do things like payments, submitting claims, and renewing policies. Learn more about MyState.
  • If urgent, call us on 0800 80 24 24.

COVID-19 frequently asked questions

This is a difficult and uncertain time, and we know you have lots of questions. We intend to maintain a very high level of business continuity during this period, and we are confident that the plans we have implemented will ensure this.

These Frequently Asked Questions will continue to be updated as we learn more and respond to the evolving COVID-19 situation.

Right now, due to COVID-19, things across the country are feeling a little uncertain. As a State customer, we want to reassure you that we’ll be here to help if needed. We understand that some of you may be experiencing financial challenges, so we’re setting up a specialist Customer Care Team to help out.

Are you experiencing financial hardship?

If you’re experiencing financial hardship, we’d like to understand your situation and how we may be able to help.

Please fill out this form to let us know a few details – we’ll keep everything confidential of course.

Our specialist Customer Care Team will be in touch within five working days to work with you to lighten the load. Rest assured we’re working hard to reach out to you as quickly as possible.

Thank you for your patience. Take care.

Request financial hardship assistance

Will my car get assessed or repaired during the lockdown?

We are only able to carry out assessments and repairs required to maintain vehicles used to provide essential services. If you had repairs scheduled, your repairer will be in touch with you to reschedule once they reopen for business.

Will properties be assessed or repaired during the lockdown? 

We are only able to carry out assessments and repairs required to maintain essential services, such as ensuring homes remain habitable and safe. If you had repairs scheduled, your repairer will be in touch with you to reschedule once they reopen for business.

Where urgent property repairs are required, health and safety questions will be asked, and our repairers will carry out urgent repairs to make the property safe and habitable. Full repairs may not be carried out until restrictions have been removed.

We know that many of our travel insurance customers have had their international travel plans impacted by Covid-19. We’re working hard to ensure these customers have the support they need.

Please visit Safe Travel for more information about your travel insurance cover.

If you've bought travel insurance from us and have decided to travel during the COVID-19 pandemic, please make sure you understand the cover your policy will provide. This will depend on your policy and when it was purchased.

Please contact your travel agent, airline, cruise operator, tour operator and accommodation provider to consider your options regarding any potential changes in services. Your travel provider may offer free options to rearrange your travel.

For any queries, please contact Cover-More’s customer service team so we can talk you through your policy and cover. Call 0800 500 225, or email enquiries@covermore.co.nz.

First Assistance continues to provide accident tow management and roadside rescue services to essential service workers’ vehicles (used by workers to get to, or provide their essential service) and private vehicles used for essential purposes such as getting groceries, going to the pharmacy or visiting a medical professional. This will involve towing a vehicle from the scene of the accident either into storage or to the customer’s home address. To keep you and our staff safe we ask that you answer any questions, and comply with any directions given to you during the provision of our Roadside Rescue services.