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Our Pricing Promise Review

The Pricing Promise remediation program is now in progress for customers who were not contacted before the end of June 2026.

Update 21 August 2026

 

What will happen next?

If you are entitled to a refund, and we had not contacted you prior to the end of June 2026, our team will get in touch in the coming weeks with information about how to start the refund process. 

Our communication will include your Refund ID and direct you to our secure Refund Form page. There, you’ll be able to verify your contact details and provide your preferred bank account details so we can process your refund by EFT (Electronic Funds Transfer).

Complete our refund form

If we’ve advised you that you are due a refund, please provide your payment details through our secure Refund Form. The form is secure and should only take a few minutes to complete.

Before you start, please have your Refund ID ready. We’ll also ask you a few simple security questions to help verify your identity.

Refund Form

Pricing Promise FAQs

American International Group, Inc. (AIG) provides property casualty insurance, personal lines insurance, business travel and accident solutions, and other financial services for individuals and businesses from SMEs to Multinationals. We take pride in delivering an exceptional level of service to those who trust us to help them manage their risks and recover losses when the unexpected occurs.

In New Zealand, we insure the country’s smallest businesses through to our biggest companies, from start-ups to celebrated brands competing on the global stage. We’re part of the foundation that helps them to thrive, safe in the knowledge that we stand ready to support them when they need us most, in all the moments that matter.

With over 50 years’ experience in New Zealand, we’re known for providing high-quality, innovative insurance cover, backed by a fast, responsive claims team. Our strong local team is backed by our global network, giving our customers access to unrivalled knowledge, passion and expertise.

NM Insurance is a general insurance underwriting agency that operates under a number of different brands to issue and administer certain insurance products.  Between 1 October 2015 and 16 July 2020, NM Insurance issued and administered products under a binding authority from AIG.

We incorrectly calculated discounts for some insurance policies and want to put things right.

For some products, our policy documentation did not accurately describe how our no claims bonus discount scheme operated.

If you need assistance, please contact our Pricing Promises Team:

T: +64 7 987 1351
E: refunds@aignz.email.connect.aws

Certain insurance policies issued between 1 October 2015 and 16 July 2020 related to the following brands:

  • Nautilus Marine All Risks Pleasure Craft Insurance
  • Nautilus Marine Boat Insurance
  • Nautilus Marine Private Watercraft (PWC) Insurance 
  • Yamaha Marine Insurance
  • Honda Rider Insurance
  • NM Motorcycle Insurance
  • Kawasaki Motorcycle Insurance
  • Yamaha Motorcycle Insurance

We will contact you in the coming months if you held an affected policy and had not been contacted prior to the end of June 2026.

If you held an affected policy between 1 October 2015 and 16 July 2020 and are entitled to a refund, we will contact you in the coming weeks. 

 

If we contacted you before the end of June 2026, and you have not received a refund, your refund has been sent to the Inland Revenue Department’s (IRD) Unclaimed Money Scheme. IRD may take 12 weeks or more to process this and we recommend applying to the IRD Unclaimed Money Scheme from 18 November 2026.

 

If you believe you are eligible but didn't receive any communication from us, please contact our Pricing Promises Team: 

T: +64 7 987 1351 

E: refunds@aignz.email.connect.aws

No. These discount schemes have been discontinued.

If you held an affected policy between 1 October 2015 and 16 July 2020 and are entitled to a refund, we will contact you in the coming weeks. 

 

If we contacted you before the end of June 2026, and you have not received a refund, your refund has been sent to the Inland Revenue Department’s (IRD) Unclaimed Money Scheme. IRD may take 12 weeks or more to process this and we recommend applying to the IRD Unclaimed Money Scheme from 18 November 2026.

 

If you believe you are eligible but didn't receive any communication from us, please contact our Pricing Promises Team: 

T: +64 7 987 1351 

E: refunds@aignz.email.connect.aws

If you held an affected policy between 1 October 2015 and 16 July 2020 and are eligible for a refund, we will contact you directly.

 

Our communication will include your Refund ID and direct you to this page and our secure Refund Form. You’ll need to use the form to confirm your contact details and provide your preferred bank account details so we can process your refund by EFT (Electronic Funds Transfer). 

 

For your security, please only provide your payment details through our secure Refund Form. 

Please look out for an email, SMS or letter from us. This communication will include your Refund ID and direct you to our secure Refund Form, where you can confirm your contact details and provide your preferred bank account details so we can process your refund by EFT (Electronic Funds Transfer).

 

For your security, please only provide your payment details through our secure Refund Form.

Processing of your refund will occur once you have provided your bank account details via our secure Refund Form.

 

Please note that, due to the large number of customers involved, refunds may take up to six weeks to be processed into your nominated bank account. Thank you for your patience while we complete this process.

 

If you have not provided your bank account details, your refund will be lodged with the Inland Revenue Department’s (IRD) Unclaimed Money Scheme, where we have enough information to do so. If we do not have enough information, your refund will be donated to charity.

 

This will take place after the Pricing Promise remediation program closes.

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.

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

 

T: +64 7 987 1351
E: refunds@aignz.email.connect.aws

Our secure Refund Form is designed to collect only the information we need to verify your details and process your refund.

If you need help or have any concerns about using the form, please contact our Pricing Promises Team:

T:  +64 7 987 1351

E:  refunds@aignz.email.connect.aws

If we’re unable to contact you using the details we have on record, your refund will be lodged with the Inland Revenue Department’s (IRD) Unclaimed Money Scheme, where we have enough information to do so.

 

Otherwise, your refund will be donated to charity. This will take place after the Pricing Promise remediation program closes.

If we contacted you before the end of June 2026 and you provided your bank account details via our secure Refund Form, your refund has been processed to your account.

 

If your bank account details were not provided or were unable to be validated, your refund has been sent to the Inland Revenue Department’s (IRD) Unclaimed Money Scheme. IRD may take 12 weeks or more to process this and we recommend applying to the IRD Unclaimed Monies Scheme from 18 November 2026.

 

If we did not have enough information to lodge your refund with the IRD, your refund has been donated to charity. You can still claim your refund by contacting our Pricing Promises Team:

 

T:  +64 7 987 1351

E:  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 until 30 September 2026.

AIG requires your bank details in order to pay your refund. 

If you have not provided bank details, your refund will be either lodged with the Inland Revenue Department (IRD) Unclaimed Money scheme (where we have sufficient information to do so) or donated to charity.   

You will need to apply to the IRD to obtain your refund. Where your refund has been donated to charity, you are able to obtain your refund by contacting us.

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

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

Contact us

If you need assistance, please contact our Pricing Promises Team:

T: +64 7 987 1351

E: refunds@aignz.email.connect.aws

Website – anti scam

The AIG Pricing Promise Program is not a scam. If you are concerned about providing your details to the  Program, you can verify that this is a genuine process and obtain further information about the Program by checking to see if you have received communications from AIG via email which explain the  Program and why you are being contacted or you can visit aig.co.nz/nmpricingpromise for more information.

AIG has engaged with Deloitte to help make refund payments to our affected customers. AIG has a dedicated Call Centre for facilitating refunds to affected customers. We are aware of service providers who claim they can assist you in completing your refund for a fee (or a portion of the money to which you are entitled, if any). Deloitte is not one of these service providers; This site is the official channel for you to complete your details to enable your refund to be paid. You do not need to engage a service provider to complete your response. We have a dedicated support team who can answer your questions about the refund process.

We know scammers may impersonate genuine organisations and try to collect personal or confidential information. We will only call you from our dedicated contact number, +64 7 987 1351, and only if you have asked us to contact you. We may ask you to confirm your name, contact details and Refund ID. Your Refund ID is included in the communications we send to you by email, SMS or letter.

If you believe you have received a scam message or call, please do not respond, click any links or provide any personal information. Please let us know by emailing refunds@aignz.email.connect.aws . You can also find information about reporting a suspected scam at Netsafe.org.nz.

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