If you require support with any of our insurance products, claims or services, we are here to assist.
Financial hardship
We are committed to supporting customers facing financial hardship. Our Financial Hardship Policy can help you access support and services at your time of need.
How can we help?
Fast tracking your claim
If you are able to demonstrate that you are in urgent need of benefits you are entitled to under a Combined Insurance policy as a result of an event causing a claim, we will look to fast track the assessment of your claim.
In some situations we may make an advance payment on the claim to assist you.
If you unable to pay us money owed to us due to financial hardship
We may in certain circumstances and subject to you demonstrating financial hardship to us:
· deduct an excess from a claim amount
· delay or extend payment terms
· offer you instalment payments
· put the recovery of monies on hold
· release your debt (where appropriate)
· agree with you to pay a reduced lump sum amount
Importantly, our financial hardship assistance does not apply to the payment of premiums under a Combined Insurance policy.
Supporting customers in challenging circumstances
At Chubb, we understand that life can present challenges and some of our customers may find themselves in vulnerable circumstances. Regardless of the situation, we're committed to understanding the drivers of vulnerability to ensure that every customer receives the care and attention they deserve.
Identifying vulnerable customers
Vulnerability can be temporary or permanent and can result from various personal circumstances so we have processes in place to identify customers who may require additional assistance.
How we can help
We're committed to supporting vulnerable customers and promise to approach every interaction with fairness and empathy. We understand that your circumstances may be unique, and we're here to listen, communicate, and work together to find the best way forward. Our teams are trained to treat each customer with the utmost respect and sensitivity, ensuring that your concerns are heard and addressed in a manner that respects your individuality and dignity.
If you’re experiencing situations that are resulting in financial hardship or other situations please contact us as we may be able to provide assistance.
Contact information
Our team is ready to assist you, please contact us:
Combined Insurance Company of New Zealand
Private Bag Combined
Remuera, Auckland, 1541
0800 266 246
O +64 (9) 520 9000