Make a Claim

How to file an Insurance Claim

It is recommended that you first contact AIL of New Zealand Ltd as our Customer Services Department can provide you with instructions on how to file an insurance claim, send you the required forms that need to be completed and inform you of the additional documentation required when making an insurance claim.

Contact Details

  • Call AIL of New Zealand Ltd on 09 320-3031
  • Email AIL of New Zealand Ltd on claims@ailnz.co.nz
  • Call your AIL of New Zealand Financial Advisor

Please note:

  • All claims are processed by American Income Life Insurance Company.
  • The claims process varies for different types of benefits.
  • The claims processing times will vary depending on the benefit.
  • It may be necessary for us to request additional information in order to process your claim.
  • For any policy less than two years old, the claim will be subject to further review.

Below you will find helpful information regarding the claims filing process for various types of benefits.

Life Insurance Claims

Policies Less Than Two Years Old

Form to Complete

Proof of Death Claimant Statement

  • Claim by Beneficiary Statement must be completed by the insured persons beneficiary
  • Physician’s Statement must be completed by the insured persons doctor.

Printable Proof of Death Claimant Statement form


ADDITIONAL DOCUMENTATION REQUIRED

  • Final Certified Death Certificate (including cause and manner of death)
  • The obituary (if available)
  • Any other supporting documentation

Accidental Death

ADDITIONAL DOCUMENTATION REQUIRED

For accidental death claims and claims where the manner of death is homicide, please also include the following:

  • Police reports
  • A certified copy of the coroner’s report

Death Outside of New Zealand

ADDITIONAL REQUIREMENTS

  • Foreign Death Questionnaire
    Complete the printable Foreign Death Questionnaire form. This form will need to be filled out as completely and accurately as possible. The additional documentation requested within this form will need be provided.

Printable Foreign Death Questionnaire form

Policies More Than Two Years Old

Form to Complete

Proof of Death Claimant Statement

  • Claim by Beneficiary Statement must be completed by the insured persons beneficiary

Printable Proof of Death Claimant Statement form


ADDITIONAL DOCUMENTATION REQUIRED

  • Final Certified Death Certificate (including cause and manner of death)
  • The obituary (if available)
  • Any other supporting documentation

Accidental Death

ADDITIONAL DOCUMENTATION REQUIRED

For accidental death claims and claims where the manner of death is homicide, please also include the following:

  • Police reports
  • A certified copy of the coroner’s report

Death Outside of New Zealand

ADDITIONAL REQUIREMENTS

  • Foreign Death Questionnaire

Complete the printable Foreign Death Questionnaire form. This form will need to be filled out as completely and accurately as possible. The additional documentation requested within this form will need be provided.

Printable Foreign Death Questionnaire form

Where to Send the Claim to

Please return the completed forms and additional documentation by either email, fax, post or in person with your AIL of New Zealand Financial Advisor:

  • Email AIL of New Zealand Ltd on deathclaims@ailnz.co.nz
  • Fax AIL of New Zealand Ltd on 09 827 9911
  • Post to AIL of New Zealand Ltd PO Box 15446 New Lynn, Auckland 0640 New Zealand
  • Call your AIL of New Zealand Financial Advisor whom will visit with you in your home

Once all the required documents are received, they will be reviewed and the claim will be processed.

If the claim requires further investigation, additional documents may be requested and the claim will be processed after the investigation has been concluded.

Life Claims Common Questions and Answers

    1. How long does it take to process a claim?
      If the policy has been in place for longer than two years, it is considered “incontestable” which means it will be paid as soon as all of the required documents are received and examined. If the policy has been in place less than two years, it is considered “contestable” and will be subject to further review, which could increase the processing time.
    2. The policy has been in place less than two years, how can the processing time be expedited?
      The process can be expedited by completely and accurately completing all necessary portions of the Proof of Death Claimant form, including listing on the Claim by Beneficiary Statement all known medical providers who treated the insured person in the last 5 years.
    3. Once my claim has been processed, how long will it take for my beneficiary to receive payment?
      Typically, the beneficiary will receive payment within 10 – 15 business days from the time your claim was processed for an “incontestable” policy however, “contestable” policies are subject to further review, which could increase the processing time.
    4. Filing a claim for accidental death benefits, how can the processing time be expedited?
      All accidental death benefits, regardless of how long the coverage has been in place, will be investigated to ensure the death meets the criteria of an accident as defined in the policy.The process can be expedited by providing copies of the following documents along with your completed claim forms:

      • Final Certified Death Certificate (including cause and manner of death)
      • The obituary (if available):
      • Police reports
      • A certified copy of the coroner’s report
    5. How do you determine who to pay?
      The application includes a section where the beneficiary is designated. Also, through the life of the policy, the insured may elect to change the beneficiary. These changes are recorded in our computer system. If no beneficiary is chosen, we will issue the proceeds to the estate of the insured, unless a Last Will and Testament is provided that identifies a recipient to the insurance proceeds. Should there not be an estate in place, we will require a document from the courts stating as such.

Accident Insurance Claims

Accidental Emergency Medical Treatment

Treatment provided by either your General Practitioner (your Doctor) or by the Accident & Emergency department. Treatment for accidental bodily injury and is payable as long as the insured receives treatment within 72 hours of the accident. Please refer back to your policy documents for information regarding benefit qualifications.

FORM TO COMPLETE

  • Claimant Statement (Part A)

Printable Claimant Statement form

ADDITIONAL DOCUMENTATION REQUIRED

  • Copy of the ACC45 form provided to you from your General Practitioner (your Doctor) or by the Accident & Emergency department.
  • Copy of the ACC acceptance letter you receive from ACC.

Accidental Hospital Confinement

Treatment for accidental bodily injury where you have been admitted and confined in Hospital. Please refer back to your policy documents for information regarding benefit qualifications.

FORM TO COMPLETE

  • Claimant Statement (Part A)

Printable Claimant Statement form

ADDITIONAL DOCUMENTATION REQUIRED

  • Full copy of Hospital Discharge paperwork provided to you by the Hospital when discharged.

Accidental Hospital Intensive Care Confinement

Treatment for accidental bodily injury where you have been admitted into the Intensive Care Unit and confined in Hospital. Please refer back to your policy documents for information regarding benefit qualifications.

FORM TO COMPLETE

  • Claimant Statement (Part A)

Printable Claimant Statement Form

ADDITIONAL DOCUMENTATION REQUIRED

  • Full copy of Hospital Discharge paperwork provided to you by the Hospital when discharged.

Where to Send the Claim to

Please return the completed forms and additional documentation by either email, fax, post or in person with your AIL of New Zealand Financial Advisor:

  • Email AIL of New Zealand Ltd on claims@ailnz.co.nz
  • Fax AIL of New Zealand Ltd on 09 827 9911
  • Post to AIL of New Zealand Ltd PO Box 15446 New Lynn, Auckland 0640 New Zealand
  • Call your AIL of New Zealand Financial Advisor whom will visit with you in your home

Once all the required documents are received, they will be reviewed and the claim will be processed. If the claim requires further investigation, additional documents may be requested and the claim will be processed after the investigation has been concluded.

Supplemental Health Insurance Claims

Policies Less Than Two Years Old

Treatment for either sickness or accidental bodily injury where you have been admitted and confined in Hospital. Please refer back to your policy documents for information regarding benefit qualifications.

FORM TO COMPLETE

  • Claimant Statement (Part A)

Printable Claimant Statement form

ADDITIONAL DOCUMENTATION REQUIRED

  • Full copy of Hospital Discharge paperwork provided to you by the Hospital when discharged.

Policies More Than Two Years Old

Hospital Indemnity

Treatment for either sickness or accidental bodily injury where you have been admitted and confined in Hospital. Please refer back to your policy documents for information regarding benefit qualifications.

FORM TO COMPLETE

  • Claimant Statement (Part A)

Printable Claimant Statement form

ADDITIONAL DOCUMENTATION REQUIRED

  • Full copy of Hospital Discharge paperwork provided to you by the Hospital when discharged.

Where to Send the Claim to

Please return the completed forms and additional documentation by either email, fax, post or in person with your AIL of New Zealand Financial Advisor:

  • Email AIL of New Zealand Ltd on claims@ailnz.co.nz
  • Fax AIL of New Zealand Ltd on 09 827 9911
  • Post to AIL of New Zealand Ltd PO Box 15446 New Lynn, Auckland 0640 New Zealand
  • Call your AIL of New Zealand Financial Advisor whom will visit with you in your home

Once all the required documents are received, they will be reviewed and the claim will be processed. If the claim requires further investigation, additional documents may be requested and the claim will be processed after the investigation has been concluded.

Please note: We will examine each insured person(s) for our consideration of each person(s) pending claim. This will be done at the company’s expense.

Cancer

Policies Less Than Two Years Old

Diagnosis of cancer and treatment for cancer, either as an out-patient or admitted and confined in hospital. Please refer back to your policy documents for information regarding benefit qualifications.

FORM TO COMPLETE

  • Claimant Statement (Part A)

Printable Claimant Statement form

ADDITIONAL DOCUMENTATION REQUIRED

  • A copy of the Pathology Report provided to you by your Oncologist whom diagnosed the cancer.
  • Full copy of out-patient itemized medical treatment obtained from the provider in which the treatment was sought.
  • Full copy of Hospital Discharge paperwork provided to you by the hospital when discharged. 

Policies More Than Two Years Old

Diagnosis of cancer and treatment for cancer, either as an out-patient or admitted and confined in hospital. Please refer back to your policy documents for information regarding benefit qualifications.

FORM TO COMPLETE

  • Claimant Statement (Part A)

Printable Claimant Statement form

ADDITIONAL DOCUMENTATION REQUIRED

  • A copy of the Pathology Report provided to you by your Oncologist whom diagnosed the cancer.
  • Full copy of out-patient itemized medical treatment obtained from the provider in which the treatment was sought.
  • Full copy of Hospital Discharge paperwork provided to you by the hospital when discharged.

Where to Send the Claim to

Please return the completed forms and additional documentation by either email, fax, post or in person with your AIL of New Zealand Financial Advisor:

  • Email AIL of New Zealand Ltd on claims@ailnz.co.nz
  • Fax AIL of New Zealand Ltd on 09 827 9911
  • Post to AIL of New Zealand Ltd PO Box 15446 New Lynn, Auckland 0640 New Zealand
  • Call your AIL of New Zealand Financial Advisor whom will visit with you in your home

Once all the required documents are received, they will be reviewed and the claim will be processed. If the claim requires further investigation, additional documents may be requested and the claim will be processed after the investigation has been concluded.

Please note: We will examine each insured person(s) for our consideration of each person(s) pending claim. This will be done at the company’s expense.

Critical Illness

Policies Less Than Two Years Old

Diagnosis of a covered Critical Illness. Please refer back to your policy documents for information regarding benefit qualifications and covered Critical Illnesses.

FORM TO COMPLETE

  • Claimant Statement (Part A)

Printable Claimant Statement form

ADDITIONAL DOCUMENTATION REQUIRED

  • Confirmation letter from your General Practitioner (your Doctor) and/or the Medical Specialist whom diagnosed the covered Critical Illness
  • Full copy of Hospital Discharge paperwork provided to you by the Hospital when discharged.

Policies More Than Two Years Old

Diagnosis of a covered Critical Illness. Please refer back to your policy documents for information regarding benefit qualifications and covered Critical Illnesses.

FORM TO COMPLETE

  • Claimant Statement (Part A)

Printable Claimant Statement form

ADDITIONAL DOCUMENTATION REQUIRED

  • Confirmation letter from your General Practitioner (your Doctor) and/or the Medical Specialist whom diagnosed the covered Critical Illness
  • Full copy of Hospital Discharge paperwork provided to you by the hospital when discharged.

Where to Send the Claim to

Please return the completed forms and additional documentation by either email, fax, post or in person with your AIL of New Zealand Financial Advisor:

  • Email AIL of New Zealand Ltd on claims@ailnz.co.nz
  • Fax AIL of New Zealand Ltd on 09 827 9911
  • Post to AIL of New Zealand Ltd PO Box 15446 New Lynn, Auckland 0640 New Zealand
  • Call your AIL of New Zealand Financial Advisor whom will visit with you in your home

Once all the required documents are received, they will be reviewed and the claim will be processed. If the claim requires further investigation, additional documents may be requested and the claim will be processed after the investigation has been concluded.

Terminal Illness

Policies Less Than Two Years Old

Diagnosis of a Terminal Illness. Please refer back to your policy documents for information regarding benefit qualifications.

FORM TO COMPLETE

  • Claimant Statement

Printable Claimant Statement form

ADDITIONAL DOCUMENTATION REQUIRED

  • Confirmation letter from your General Practitioner (your Doctor) and/or the Medical Specialist whom diagnosed the Terminal illness including confirmation of life expectancy.
  • Full copy of Hospital Discharge paperwork provided to you by the hospital when discharged.

Policies More Than Two Years Old

Diagnosis of a covered Terminal Illness. Please refer back to your policy documents for information regarding benefit qualifications and covered Critical Illness.

FORM TO COMPLETE

  • Claimant Statement (Part A)

Printable Claimant Statement form

ADDITIONAL DOCUMENTATION REQUIRED

  • Confirmation letter from your General Practitioner (your Doctor) and/or the Medical Specialist whom diagnosed the Terminal illness including confirmation of life expectancy.
  • Full copy of Hospital Discharge paperwork provided to you by the Hospital when discharged.

Where to Send the Claim to

Please return the completed forms and additional documentation by either email, fax, post or in person with your AIL of New Zealand Financial Advisor:

  • Email AIL of New Zealand Ltd on claims@ailnz.co.nz
  • Fax AIL of New Zealand Ltd on 09 827 9911
  • Post to AIL of New Zealand Ltd PO Box 15446 New Lynn, Auckland 0640 New Zealand
  • Call your AIL of New Zealand Financial Advisor whom will visit with you in your home

Once all the required documents are received, they will be reviewed and the claim will be processed. If the claim requires further investigation, additional documents may be requested and the claim will be processed after the investigation has been concluded.