Our Pricing Promise Review

We will be in touch with affected customers over the coming months.

If you held an affected policy during the period 1 October 2015 to 16 July 2020, we’ll let you know.

Our communication will contain your Refund ID and will direct you to this page and our secure Refund Form where you can verify your contact details and supply your preferred bank details for an EFT (Electronic Funds Transfer) refund.

If we request your payment details, please supply them through our secure Refund Form.

We're working through identifying all affected policies. Over the coming months, we will be in touch with current and former customers who are owed a refund. Given the complexity of this process, the entire refund program will take time to complete.

If you have any questions or concerns, please contact our Pricing Promise Team at:

 +64 7 987 1351

 refunds@aignz.email.connect.aws

If you’re entitled to a refund, we will contact you over the coming months. Our communication will contain your Refund ID and will direct you to our secure Refund Form, where you can verify your contact details and supply your preferred bank details for EFT (Electronic Funds Transfer) refund.

If we request your payment details, please supply them through our secure Refund Form.

Please look out for an email, letter or phone call from us. It will contain your Refund ID and will direct you to our secure Refund Form, where you can verify your contact details supply your preferred bank details for an EFT (Electronic Funds Transfer) refund.

If we request your payment details, please supply them through our secure Refund Form.

Our refund communication will direct you to our secure Refund Form. If you don’t want to provide your bank details via this form, you can provide them via our contact centre on +64 7 987 1351.

If you are entitled to a refund, we will make multiple attempts to contact you using the current or last known contact details we have for you.

If you don’t respond to our communications by the time the refund process is finalised we’ll lodge your refund with the NZ Inland Revenue unclaimed money regime. Despite this, you’ll remain eligible to claim it and can do by calling us on the number above. You can find more information on how to obtain a refund through the unclaimed money regime on the Inland Revenue website.

Our final communication to you will remind you of this and tell you when we intend to do this.  

We’ll either lodge your refund with the NZ Inland Revenue unclaimed money regime, or pay it to a registered charity. Despite this, you’ll remain eligible to claim it.

We will use known contact details for your policy to communicate in relation to your refund.  Where these details relate to your insurance broker, we will request that your broker either provide us with your updated contact details or provide you with the refund request.  This communication will contain a Refund ID and direct you to this page and our secure Refund Form. 

Any correspondence from us will always direct you to our secure Refund Form. If you’re unsure whether a communication is from us, please do not provide your bank account details or click on any links or attachments. Instead, contact our Pricing Promise Team at:

 +64 7 987 1351

 refunds@aignz.email.connect.aws

Your refund includes the premium we owe to you plus associated government charges and levies, along with any fees and charges impacted (such as a funding fee for the purchase of your insurance).

Your refund also includes interest calculated based on the Reserve Bank of New Zealand cash rate, compounded monthly over the period of the error and until 31 March 2026.

We’ll let you know if you’re entitled to a refund. Our communication will contain a Refund ID and will direct you to this page and our secure Refund Form where you can verify your contact details and supply your preferred bank details for EFT (Electronic Funds Transfer) refund.

If we request your payment details, please supply them through our secure Refund Form.

If you’d prefer to provide your payment details by telephone, please contact our Pricing Promise Team at:

 +64 7 987 1351

 refunds@aignz.email.connect.aws

If you held a policy with us and your postal address, email address or telephone number has changed since you purchased or last held the policy, please contact our Pricing Promise Team to update your details:

 +64 7 987 1351

 refunds@aignz.email.connect.aws

If you need extra support, please contact our Pricing Promise Team at:

 +64 7 987 1351

 refunds@aignz.email.connect.aws

If you’re entitled to a refund, we will make reasonable endeavours to contact you via phone, email, or letter (where we have your details).

If you purchased a policy through a professional insurance broker, we'll first attempt to contact the broker, and if that fails, we’ll attempt to contact you using any direct contact details we have for you.

If after an extended period of time we cannot contact you, we’ll lodge your refund with the NZ Inland Revenue unclaimed money regime. Despite this, you’ll remain eligible to claim it and can do by calling us on the number below. You can information on how to obtain a refund through the unclaimed money regime on the Inland Revenue website.

You can information on how to obtain a refund through the unclaimed money regime on the Inland Revenue website.    

If you believe you are entitled to a refund and your contact details have changed, please contact our Pricing Promise Team to update your details:

 +64 7 987 1351

 refunds@aignz.email.connect.aws

If you have or had more than one affected policy, we will contact you about all of them.

We’re committed to meeting and exceeding our customers’ expectations whenever possible and would like to know if they haven’t been met.  You can make a complaint about any aspect of our pricing promises review or refund process. For information about our Complaints and Dispute Resolution process, please visit this page.

If we cannot resolve your complaint to your satisfaction through our internal dispute resolution process within 2 months of when you first lodged it with us, we will explain our reasons to you in writing and provide you with a ‘deadlock’ letter so that you can take your complaint to Financial Services Complaints Limited (FSCL), our independent external disputes resolution scheme.

FSCL is a free and independent body approved by the Ministry of Consumer Affairs. AIG New Zealand will comply with any decision made by FSCL. Contact details for FSCL are:

Financial Services Complaints Limited
PO Box 5967
Wellington, 6101

www.fscl.org.nz

T: 0800 347 257
E: info@fscl.org.nz

We're working through identifying all affected policies and will be in touch impacted customers who are owed a refund in the coming months. Given the complexity of this process, the entire refund program will take some time to complete.

If you’re entitled to a refund, our communication will direct you to this page and our secure Refund Form. EFT (Electronic Funds Transfer) payments will be automatically processed and deposited into your account once you provide your banking details.

Yes. Details provided through our Refund Form are held securely. We will never ask you for personal or financial information through an email or text message.