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Personal insurance claims

How to make a claim

We make the claims process simple

We know that making a personal insurance claim often comes at a stressful and traumatic time. That’s why we have a team of experienced, caring case managers who will support you and keep you updated throughout the process.

Our aim is to make the claims process as easy and clear as possible.

How to make a claim

If something happens and you need to make a claim, get in touch with us as soon as possible. We’re here to help and can talk you through the different options available to you.

You can get in touch by phone, online, email or post and we'll help you with the information required.

Online

Notify AMP of your Death claim, all other Personal Insurance claims via this online notification.

Life, trauma, income protection and disability claims

0800 267 425

Monday to Friday
8:00am - 6:00pm

Including business claims that relate to personal injury/illness

Health insurance claims

For health insurance claims please contact your adviser

Find an adviser

Helpful information

If you need to make a claim, you’ll have a dedicated case manager to help you through the process:

  1. You get in touch with us as soon as possible when you need to make a claim – either through the phone, email or post. We’ll let you know what information we need.
  2. Once we receive your claim information, we’ll be in touch within three working days. 
  3. We’ll assess your claim and be in touch again within five working days. This will either be with an outcome or to ask for more information.
  4. Although every claim is different, we try to pay you as soon as possible after we’ve approved your claim. We aim to pay within five working days, but will always try to do it quicker if we can.

Once you’ve contacted us to make a claim, we’ll be able to guide you through the information we need from you.

We also suggest:

  • referring to your policy documents first
  • calling your adviser to talk through the process together.

What if I cannot find my Policy Document?

That's ok. When we write to you outlining the requirements for making a life insurance claim, we'll include a form that can be completed by the claimant/s stating the Policy Document is lost, or cannot be located. Not having the Policy Document will not delay your claim, but it’s important that if you can't find it, that you fill in the declaration of loss form and send it back to us with all the other information we've requested.

You won't need to send us your Policy Document if you are making a claim on your Income Protection, Trauma, Crisis or Total and Permanent Disablement insurance policies.

What is probate/letters of administration and where do I get them from?

Probate is granted by the High Court in respect of a deceased person to an executor(s) and letters of administration are granted by the High Court in respect of a deceased person to an administrator(s). A grant of probate means that the will of a deceased person has been proved and registered in the Court. A grant of administration means that an estate and affairs of the deceased person are managed by the person appointed by Court, called administrator. A solicitor commonly applies for Probate or Letters of Administration on behalf of the estate administrators or executors.

What is a certified copy?

A certified copy is a copy of a document, signed and certified as a true and correct copy by a Justice of the Peace, a Barrister/Solicitor of the High Court of New Zealand, Notary Public or Courts’ officials. If you wish you can send in original documents at your own risk and at your request we can return the originals to you once the assessment process has been completed.

Is the claim eligible for a funeral benefit?

Some Life policies have a funeral benefit that allows up to $15,000 of the sum insured to be paid before the claim has been fully assessed. Please ask if this feature is available on the policy.

What happens if my claim is deferred or declined?

In the event of your claim being deferred or declined this will have no effect on your cover, or your ability to claim in the future. We do keep a record of your claim for future reference.

AMP has an internal complaints process which includes a claims review committee. Once the internal process is exhausted and should the decision remain unfavourable, you have an external complaints process through the Insurance & Financial Services Ombudsman’s Office. Details of this service are available at www.ifso.nz.

If you’re making an Income Protection claim, we may be able to offer access to expert rehabilitation services. With increasing research showing that work is good for our health, it makes sense to help return you to wellness and work where we can.

How rehabilitation services work

If you’re claiming on your Income Protection insurance, get in touch as soon as possible. This means we can look at options in relation to support, treatment and rehabilitation sooner rather than later.

Where access to rehabilitation services can be provided, your case manager will work with a rehabilitation consultant, alongside your GP or specialist, to make sure that everyone agrees with and supports your rehabilitation plan.

What a rehabilitation programme may include

A rehabilitation programme may include some or all of these services:

  • occupational therapy
  • psychological treatment
  • structured exercise
  • vocational rehabilitation.

AMP's commitment to rehabilitation

An example of AMP’s commitment to rehabilitation was the 2014 AMP scholarship award to Lou James, founder of Pinc & Steel, an organisation that works with cancer sufferers during their treatment and rehabilitation.

AMP is proud to be associated with Pinc & Steel and the great work that they do when people need it the most.

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Important information

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While care has been taken to supply information on this website that is accurate, no entity or person gives any warranty of reliability or accuracy, or accepts any responsibility arising in any way including from any error or omission.