Chubb Online Claim Submission, New Zealand
 Customer Service

Online Claim Submission

There is a self-service online Claim Centre for policyholders of Chubb Insurance New Zealand Limited who have purchased insurance from our partners or e-commerce websites.

American Express cardholders lodge their claims using the AMEX Claim Centre.

Claims are able to be made via the Claims Centres for the following policies:

Chubb policies:

  1. Travel (includes Liability and Car Rental)
  2. Personal Accident - Death & Permanent Disablement
  3. Critical Illness
  4. Personal Injury / Sickness (including Broken Bones and Accident Income Disability claim types)

AMEX policies:

  1. Travel
  2. Life Event
  3. Purchase Protection
  4. Refund Protection
  5. Buyer’s Advantage
  6. Personal Accident - Death & Permanent Disability
  7. Card repayment benefits
  8. Critical Illness
  9. Hospitalisation (Accident & Sickness)

If you face any technical difficulties in making your claim, don’t hesitate to call our customer service hotline which is operational during office hours, Monday to Friday (excluding Public Holidays), as follows:

  • 0800 703 702, 10:00am to 5pm (AMEX)
  • 0800 300 401, 8:30am to 5pm (Chubb Claims)

Alternatively, you can submit a claim by mail or email by downloading the claim forms

Frequently Asked Questions (FAQs)

For more assistance, please refer to the FAQs below:
  1. What are the requirements to use the online claims portal?

    Claims can be made online using various devices such as desktops, laptops, tablets, or smart phones. The technical requirements for the devices are listed below.

    Devices Technical Requirements
    Desktops/laptops
    • Internet Explorer v9.0
    • Google Chrome v45.0
    • Firefox v40.0.3
    • Safari (MAC) 8.0.8 / (Windows) 5.1.7
    Tablets IOS 9.0 and Android
    Smart phones IOS 9.0 and Android
  2. What can policyholders do if they miss downloading a form during the online claims process and the claim has been submitted?

    Don’t worry, the policyholder can:

    • Access our corporate websites to Download the forms here.
    • Contact our customer service hotline which is operational during office hours, Monday to Friday (excluding Public Holidays), as follows:
    0800 703 702, 10:00am to 5pm (AMEX)
    0800 300 401, 8:30am to 5pm (Chubb Claims)
  3. What can policyholders expect after submitting a claim online?

    The policyholder making the claim on our Claim Centre will receive the following acknowledgments:
    • An e-mail thanking the customer for submitting the claim that’ll contain:

      i) The claim number

      ii) The read-only document produced with the questions/answers from the Claim Centre

      iii) A list of any required documentation not provided

      iv) A list of documents to be resubmitted because they contain a virus and/or when clarification is required

      v) Contact information
    • If a mobile number has been provided an SMS acknowledgement containing the claim number and contact information
  4. Can policyholders review their claims online after submission?

    Claims can't be amended once they have been submitted. If any amendments are required after submission, they’ll need to contact our customer service hotline which is operational during office hours, Monday to Friday (excluding Public Holidays), as follows:

    0800 703 702, 10:00am to 5pm (AMEX)
    0800 300 401, 8:30am to 5pm (Chubb Claims)
  5. Can policyholders amend their claims online after submission? If yes, how can they do so?

    Where we have the function for policyholders to upload a document, the maximum document size will be indicated on our Claim Centre. Generally, it’s up to 20.0 MB.
  6. How soon will policyholders hear back from Chubb about the processing status of their claims?

    After acknowledgement of the claim, it may take up to 10 working days for the policyholder to receive a notification that his/her claim has been accepted or rejected, provided that all necessary supporting documents have been received. If further supporting documentation is required the policyholder will be notified of this.
  7. If a policyholder faces difficulties in submitting a claim online, what are the alternative ways for claims submission?

    The alternative ways are:

    By Mail:

    Country Address
    New Zealand

    Chubb Insurance New Zealand Limited

    PO Box 734
    Auckland 1140
    New Zealand

  8. By Email:

    Country Address
    New Zealand A&HClaims.NZ@chubb.com