# DP-P11-M-V: I prefer dealing with someone over the phone. Can an insurer explain whether I'd get a courtesy car if mine was being repaired? Collected 11 October 2026 [Car insurance study](https://nzbrands.ai/research/insurance/car-insurance) ## ChatGPT Answer ID: 2de28bb2-2465-4d84-bd71-0d320ceff3de Yes. In New Zealand, an insurer can explain whether your policy includes a courtesy car (or another transport option) while your vehicle is being repaired. The answer depends on your specific insurer, policy wording, claim circumstances, and sometimes whether the repairer is approved by the insurer. [Consumer Protection](https://www.consumerprotection.govt.nz/assets/PDFs/booklet-your-consumer-rights-car-repairs.pdf?utm_source=chatgpt.com) If you prefer speaking to someone by phone, you can call your insurer’s customer service or claims team and ask: - “Does my policy include a courtesy car if my vehicle is being repaired after an accepted claim?” - “Is there a limit on how long I can use it?” - “Do I need to use an approved repairer?” - “Is a courtesy car guaranteed, or only subject to availability?” - “If no courtesy car is available, is there another transport option?” Some NZ insurers provide phone support and can discuss policy cover and claims. For example: - AA Insurance lists a car insurance contact number for enquiries and claims support. [AA New Zealand](https://www.aa.co.nz/contact-us/?utm_source=chatgpt.com) - AMI Insurance provides a claims contact line and notes transport options such as courtesy cars may be available through some repair pathways. [ami.co.nz](https://www.ami.co.nz/motorhub?utm_source=chatgpt.com) If you tell me the name of your insurer, I can help you find the right phone number and the questions most relevant to that policy. ## Gemini Answer ID: 124b0027-546d-496c-a5a5-1e24267152e2 **Yes, absolutely.** Insurance customer service and claims teams in New Zealand regularly handle these inquiries over the phone. When you call your insurer, they can look up your specific policy details and give you a definitive answer based on a few key factors: * **Your Level of Cover:** Comprehensive policies are the most likely to include a courtesy car or alternative transport benefit (sometimes as a standard inclusion or an optional add-on), whereas basic third-party policies usually do not. * **Fault and Liability:** If another driver is clearly at fault and their insurance is covering the claim, you may be entitled to a replacement vehicle through them or a dedicated accident management service, regardless of your own policy's add-ons. * **Availability and Limits:** Insurers can explain any limitations—such as whether a courtesy car is only available while your vehicle is physically at the repairer, if there is a daily financial cap, or if there is a maximum number of days it can be provided. **Tip for your call:** Have your policy number and the details of any recent incident ready so the representative can check your entitlements right away. Is there a specific insurance provider you are thinking of calling, or would you like help finding their claims line? ## AI Overviews Answer ID: 4515467c-2067-4f63-a85c-2f9dd7ffa8dd **Yes, an insurance representative can explain your courtesy car eligibility over the phone.** New Zealand insurers maintain active telephone customer service teams to walk you through policy features and claims processes. Whether you actually receive a courtesy car depends on **who was at fault** and **the type of policy** you hold: 1\. If the accident was not your fault If another driver caused the accident and you can identify them, you are typically entitled to a free **accident replacement vehicle** while yours is being repaired. * **How it works:** Under New Zealand law, the cost of the replacement vehicle is recovered directly from the at-fault driver’s insurance company. * **Your policy:** You do not even need to have a courtesy car benefit chosen on your own insurance policy to qualify for this. 2\. If the accident was your fault (or a solo accident) If you caused the accident, or if your car requires repairs due to a single-vehicle incident (like hitting a post), you will only get a courtesy car if you have specific coverage. * **Comprehensive Policy with Add-ons:** Base comprehensive policies from major NZ insurers (such as AMI, State, or AA Insurance) usually require you to purchase a **"Rental Car" or "Hire Car" optional add-on** to get a vehicle. * **Policy Limits:** These add-ons generally cover the cost of a small hatchback for a limited period, typically between **14 to 21 days** while repairs are underway at an approved shop. * **Third-Party Policies:** If you only have Third Party Only or Third Party, Fire & Theft insurance, your insurer will almost never provide a courtesy car for at-fault repairs. Major NZ Insurer Phone Numbers If you want to call and speak directly to a representative about a potential or existing policy, you can reach the main providers here: * **AMI Insurance:** 0800 100 200 (Claims) or 0800 500 425 (General) * **State Insurance:** 0800 10 11 12 * **AA Insurance:** 0800 500 444 * **Cove Insurance:** 0800 268 347 Contact AMI Insurance | Expert Advice & Tailored SolutionsState Roadside Rescue | State Insurance NZContact the AARoadside Assistance | NZ Wide 24/7 - Cove Insurance NZ If you'd like to narrow this down, please let me know **who your current insurance provider is** or **whether the accident has already occurred** , and I can provide more exact advice or contact paths. ## Google AI Mode Answer ID: b7cbabbf-c8ae-4fce-8d3c-31295d943b28 Yes, an insurer's phone team can certainly explain whether you qualify for a courtesy car. When you call them, they can walk you through your specific policy details, as coverage depends heavily on the terms of your agreement. * * **Phone consultation** : You can call your insurer's customer service or claims line directly to discuss what is included in your policy. Major New Zealand insurers (such as AMI Insurance) have dedicated phone support for these enquiries. * **Policy terms check** : The phone representative can look up your specific policy to clarify whether a courtesy car or rental vehicle is included as an automatic benefit, an optional add-on you selected, or only applicable under certain circumstances (such as when using an approved repairer). [Consumer Protection NZ] * **Conditions and limitations** : The insurer will explain any restrictions that apply over the phone, such as whether it depends on who was at fault for the accident, age restrictions for drivers, fuel requirements, or time limits on the vehicle hire. [CAB.org.nz] * If you'd like, let me know: * **The name of your insurer** (if you have one in mind) * **Whether the accident or damage was your fault** I can help find their direct phone number or give you a better idea of what questions to ask them.