Making A Claim

Car Insurance

Tell us straight away when damage or loss occurs.
If your claim is for a broken window all you need to do is call Pioneer Insurance on 0800 369 258 (or 06 834 0677 if calling from a cell-phone) and they will arrange for it to be repaired/replaced.
If you need to claim for an accident, theft or vandalism, you can either come in to one of our branches and complete a claim form or phone us and we can send you the relevant paperwork. Alternatively, you can download a claim form from our website.
If your vehicle is driveable, call Pioneer to get details of an approved repairer (unless you already have a panel beater that you prefer to use, in which case you should supply a written quote with your claim form).
A copy of the licence of the driver (not necessarily the insured) needs to be supplied with the claim form.
Immediately advise the Police if your claim relates to theft, break-ins or serious crashes. They will supply you with documentation that is required to assist with your claim.

How long will my claim take?

There is no easy answer for this question. Your car may just need repairing, it may be a total loss, or it may have been stolen and not yet recovered. An investigator may also be appointed, so a time frame can not be placed on a claim.

Read the tips below for handy hints in speeding up the process:

Claim Tips:

Make sure you get as many details as possible from any other drivers involved in the accident such as their name, phone number, number plate and insurance company.
If you have lodged a claim, make sure your car is easily accessible for inspection by the assessor and try to keep it as secure as possible (eg. if at all possible, don’t leave your car on the side of the road overnight if it’s been crashed).
Supply Pioneer with the best number to contact you on if they need to get in touch with you.
Don’t admit liability or fault at the accident scene – Pioneer will work it out once they have all the facts from both sides.
BE HONEST.

Excess

Excess is the amount you pay for each claim you make, but if you were not the driver at fault and you are able to supply contact details & vehicle information for the other driver who caused the accident, your excess will be refunded back to you or you may not have to pay any excess at all.

Excess payable depends on the age of the driver:

$300 for 25 years and over
$750 for 21 to 24 year olds
$1350 for 20 years and under
A theft and/or malicious damage excess of $1500 applies to modified or 'at risk' vehicles.
$100 excess applies to Trailer claims.

Loan Protection Insurance

You can either phone us or come into one of our branches. A claim form needs to be completed as soon as possible (which can be downloaded from our website) and documentation* to support your claim will be required. Once we have everything we need, your claim will be sent to the claims department for processing. Depending on the type of cover you are claiming for, an answer is usually given within 48 hours and even better: there is no excess to pay!

*A copy of the death certificate is required for Life claims,
Medical certificates stating dates off work and the reason for incapacity for Disability claims,
A letter from the Dr/Surgeon confirming the date of diagnosis/event for Trauma claims,
A copy of the employment contract, the final payslip & letter of redundancy for Redundancy claims,
A letter from the Insolvency department confirming adjudication of bankruptcy for Bankruptcy claims.

House & Contents Insurance