IAG New Zealand

I am calling your centre and I've been waiting for over 1hr, my case manager changes all the time. I need someone anyone to pay the invoice for our portaloo and portashower. Which I have emailed. I also need an update as to a settlement for our home insurance claim due to Akl flooding.

Have called numerous times to check the progress of my claim; have filled out the form requirements needed for the claim broker and month later no response. Have called every single day and waiting in the call queue for 4 hours and no response. This is ridiculous and absolutely disappointing for an insurance company. Have sent numerous emails to the team and still no reply; this has now been going on for almost 4 months now. I am really disappointed at the service and the no response. I do encourage other people to be aware of there no response occurrence; even when i tried to communicate to them through numerous channels and checked there website for other point of communications; to which yet again none showing a part from the ones i already tried. I will keep calling them as i need my car fixed asap but will keep you updated on the experience. Today again been waiting in the call queue for almost 6 hours ; I called from the time they opened which was 9am. This is ridiculousI wanted it to be no Star service however one star in order to post review.

I wish If i can rate in negative. Worst insurance company to deal with. IAG insurance through ASB.I will never recommend anyone to go with them. Horrible experience after being paying insurance for 15 years to this pathetic company.

I made a claim on December last year 2022 and I am still waiting for this to be processed I am a mum looking after a newborn and imagine how difficult it can be without a car for almost 3 months especially in urgent situations like need car taking baby to see doctor etc and everytime I called the iag they would say you have to speak to your car repairing company... always can come up with excuses...and don't know how much longer I still have to wait maybe another 6 months???!!! I know that you don't really care about how hard is without a car because this is not on you but please we pay money for insurance to help not to making life more difficult. And long long long long long period of waiting is terrible.i strongly suggest if the waiting time is over one month you either provide a temporary car for your customer to drive or do your job better...

Just stay away from them. Terrible customer service. I was waiting on the phone starting at 3:30 pm and at 5 pm it automatically hung up.I managed to reach one of them on the phone after waiting for 60 minutes on a Friday to follow up on my claim, and she said she will call me back in less than 5 working days to make a decision. Now more than two weeks passed and I am still chasing them.

I had a great experience with IAG (ASB). I lodged my claim over the phone and my assessor Marcus came out to check the damage to my fence after the cyclone blew my elm tree down onto it. He told me how much IAG would provide to replace part of the fence. He referred me to Al at Fencing 2000 and Al came out to give me a quote for replacement of the whole side of the fence which was within the quote IAG provided me. I was “over the moon”! Al came out after Easter and Leighton started work taking down the damaged fence and building the new one. Leighton was awesome and did a great job on my new fence. I am so thankful to Marcus at IAG and Al and Leighton of Fencing 2000. They were so helpful and took all the worry out of my nightmare.

We are with IAG thru BNZ, and they are horrible, firstly they only take phone calls from 8-6 Monday to Friday. The phone staff sound like they don't have any enthusiasm when talking to people. They also said multiple times that their going to call us back or email us later on the following morning, but they don't. No Customer satisfaction, I was talking to a Case manager, and she sounded like she had no idea what she was doing, she didn't know where their own temporary branch was, and today i called, she said that they are waiting for someone to approve our request to transfer the money, but its been the same response for the past 2 weeks. WE WANT TO BE PAID OUT NOW!. I also put through a complaint, but no response back. DO BETTER!, PLEASE PEOPLE DONT CHOOSE IAG!

Terrible experience with ASB IAG. Since the Auckland flooding event, I have attempted to contact them on numerous occasions only to be left with no responses. My house could be unsafe to live in pending on an assessment from EQC but ASB IAG has been reluctant to help me move my claim forward despite saying I can expect more updates within 72 hours. It has already been 2 WEEKS since they have told me that and they just keep kicking the can along. Would not recommend signing insurance with them.

27 March 2023: I called ASB IAG Insurance on 20/03/23 to make a claim for a damaged laptop computer. I gave up waiting for them to take my call, so I emailed them as suggested. Seven days have now passed and I haven't had a response. I phoned them again today, but lost hope of them taking my call after waiting for 1.5 hours. I appreciate they are dealing with a high volume of claims and enquiries as a result of Cyclone Gabrielle, but that doesn't excuse poor communication systems. They could at least tell you what number you are in the queue when you phone them, so you know whether to keep waiting. Likewise, they could have an automated email message that lets you know how long you may have to wait to receive a reply.30 March 2023: IAG finally contacted me today after I made several complaints to ASB via their website. The claims consultant was apologetic, super helpful and settled my claim on the phone. It is a pity that this excellent service was marred by difficulties reaching them.

I have had insurance with AMI for nearly 12 years. We have made a claim in the recent floods in January. I have sat on the phone 4 times to follow up waiting 1hour and 20mins on our last call, I was told to get a builders quote to help process the claim, as they were under resourced with assessor’s they said this would help them process the claim quicker. I have twin boys who are asthmatic in rooms with carpet removed which we did as they never sent anyone after our initial phone call said someone would be sent out.They say We are Here to help’ well it’s been over 2 months and nothing. I found a builder who has quoted, to fix the damage, sent it into AMI and then they sent out an assessor who said it would be 3 weeks before they would be able to get the quote into AMI and I would have to wait another 3 weeks after that.It will be May before anything happens? How is this priority? With asthmatic twins? When our claim went in January? Don’t recommend AMI Insurance.