»Our Claims Process

Sorry to hear that something's happened. But that's why you have insurance so let us handle all the details and help reduce the stress you're probably going through.

These are the steps you or anyone else covered under this policy must take to make a claim. If you have any questions whatsoever, please call us
0800 369 258:

1. If a third party is involved, do not admit liability. You should only exchange contact details with the other party and obtain the registration number of the other vehicle (if applicable). If you have a camera (or a mobile phone with camera/video facilities) take a record of the damage.
2. Advise the Police if you suspect the loss or damage was caused by an illegal act.
3. You should immediately advise us of what's happened so we can start the process. Don’t delay, call our helpdesk on 0800 369 258 or email us at claims@pioneerinsurance.co.nz
4. Complete the claim form obtainable to the right or we can post or fax it to you. Note: Windscreen claims don’t require a claim form, just phone us and we’ll organise it over the phone.
5. Refer all enquiries, communications or court documents about the event to us.
6. Provide us with any additional proof, information or evidence which we may reasonably require.
7. You will need to make your car available to us to for inspection.
8. You will need to obtain our permission prior to proceeding with repairs.
9. Assist us before and after your claim is settled. You may have to attend court to give evidence.

Lost / Stolen / Damaged
If your car has been stolen or you think that the damage has been deliberate, you need to report it to the Police immediately. They will give you a Complaint Acknowledgment Form which you will need to pass on to us.

Car Accident
If you were in an accident with another car and the Police were in attendance, you will need to give us the name of the officer, and let us know if you had to give any blood or undergo a breath test and the results of them, or if you were issued with an offence notice.
Where another car or Third Party is involved, you will need to give us the following details of the other party:

• Name
• Address
• Phone / Mobile
• Registration number
• Who they are insured with

If your car is a total loss? If your car is considered by our inspectors to be irreparable or if it's been stolen and not recovered, it will be declared a 'Total Loss' and 'Written Off'.
We will pay out the lesser of (a) the market value of the car immediately prior to the loss (and its spare parts or accessories) or (b) the sum it was insured for, whichever is the less.

Windscreen Claim
If your windscreen (or any window in your car) has been accidentally broken or chipped, just contact us on 0800 369 258. You won’t have to pay an excess or fill in any forms, provided the damage is to the Windscreen, windows or sunroof.

Stop Loss Claim
Download Claim Form here.