Putting things right when things go wrong.

From time to time we discover some of our customers’ policies have been negatively affected by problems that require action from us to put things right. This can impact current policies as well as those which are no longer active.

Whenever problems arise, our priority is to put things right for customers. This involves fixing the underlying issue, contacting customers to advise them how they have been impacted, and explaining the steps we’re taking to remediate the issue. This may include making payments to affected customers if they’re entitled to receive one.

Questions?

If you’ve received an email or letter from us about a problem with your policy, and have questions, please read the FAQs below or feel free to contact us on getintouch@fidelitylife.co.nz or 0800 343 543.

Contact us.

What you can expect.

Here’s what to expect if you’re affected by a problem:

Step 1 – we’ll get in touch.

We’ll contact you by email or letter to apologise and explain what’s happened.
We’ll let you know if you are due a payment, and how the amount has been calculated.
Sometimes, as a result of the problem, you might also need to make decisions about your policy, for example a change to your sum insured. We strongly recommend you discuss your circumstances with a financial adviser before making any decisions, which is why we also send your adviser (if you have one) a copy of your email or letter.

Step 2 – we’ll make a payment to you (if applicable).

If we have your bank account details on file, we’ll check you’re happy for payment to be made to this account. If we don’t have your bank account details, or you want the payment made to a different bank account, you’ll need to provide them to us.

Frequently asked questions.

My policy was originally with Tower Insurance, Lumley Life, Farmers Mutual Group or Westpac Life – what’s the connection with Fidelity Life?

Fidelity Life purchased policies from these companies at various times in the past and became the insurer and administrator for your policy.
How do I know this isn’t a scam?

We’re very mindful of cybersecurity and the growing number of financial scams. If you’re worried and want to check if your email or letter from us is legitimate, you’re welcome to visit the Fidelity Life website to find our contact details and get in touch.

From your web browser simply search “Fidelity Life NZ’ and use the customer service number found under ‘contact’. A member of our friendly New Zealand-based team will ask a few questions to confirm your identity, then provide information that confirms any email or letter you’ve received from us is genuine.
There’s a QR code on the letter I’ve received. I’m worried about using this code.

We’re very mindful of cybersecurity and the growing number of financial scams however it’s safe to use the QR code in a letter we have sent you. It will take you to a secure online form, where you can provide your bank account for payment. There’s an additional layer of identification required to submit the form - this is the unique code included in your letter.

If you’re still concerned about using the QR code, you can provide your bank account to us in other ways. You can contact us on getintouch@fidelitylife.co.nz or 0800 343 543. You can also visit us at our offices at 136 Fanshawe Street, Auckland.
You owe me money, will you also pay me interest?

Yes. Once we calculate the amount we owe you, we’ll also add an interest component to compensate you. We calculate interest from the date the problem affected your policy to the date of payment. All this information will be in the email or letter we send you.

Interest is calculated using the Civil Debt Interest calculator from the Ministry of Justice, under the Interest on Money Claims Act 2016.
What if I want my payment to be made to a different bank account to the one in my letter / email?

If you’d like your payment to go to a different bank account, please contact us on getintouch@fidelitylife.co.nz or 0800 343 543. We’ll also require proof of your new bank account. Depending on the amount owing to you, we may also ask you to provide proof of your identity, such as a copy of your Passport or a Birth Certificate.
I’ve been asked to provide proof of identity, why?

For larger payments where customers are providing their bank account details to us, we’ve added an additional level of security. Our team requires customers to provide proof of identity, such as a copy of your Passport or a Birth Certificate. This is to protect you and Fidelity Life against fraud.
When will I receive my payment?

If we already have your bank account details, you should receive your payment on the date specified in the email or letter sent to you.

If we don’t have your bank account details, please contact us on getintouch@fidelitylife.co.nz or 0800 343 543.

If there’s a QR code in your letter, you can scan this to link to a secure online form to submit your bank account details.

You should receive your payment within 10 working days of providing your bank account details to us. If you haven’t received your payment within this timeframe, please contact us at getintouch@fidelitylife.co.nz or 0800 343 543.
Can I apply the payment to my policy, or get it paid to my credit card?

If your policy premium payments are in arrears, we can use your payment to get your premiums up to date. Unfortunately, we aren’t able to pay to a credit card.
How can I trust that you’ll keep my bank account details safe?

Your banks account details and other personal information is stored securely. You can read our Privacy Statement here Privacy statement - Protecting your personal info | Fidelity Life
Can I donate my refund to charity?

You’re welcome to donate your refund to charity if to wish, but currently we can’t do this on your behalf.
What happens to my payment if I don’t respond to your email or letter?

If we have your current bank account details, we will include them in the email or letter we send you. If you don’t contact us to say you would prefer us to pay to a different bank account, we will process the payment to the bank account we identified in the email or letter.

If we’ve asked you to provide your bank account details but you don’t respond, we’ll attempt to contact you by phone. If we’re still unable to contact you we won’t be able to pay you, and the money we owe you will enter our unclaimed monies process.
Does my financial adviser know about this problem?

If our records show you have a financial adviser, we’ve sent them a copy of your email or letter. Your adviser can help with any questions or concerns you may have.
I have questions and would like to speak to someone?

If you have questions or concerns about the email or letter you’ve received, please email us on getintouch@fidelitylife.co.nz or call us on 0800 343 543. You can also arrange a time to come into our offices at 136 Fanshawe Street, Auckland. You can also contact your financial adviser for assistance, if you have one.
My friend or relative received a letter from you about a problem, why didn’t I?

Each problem is usually unique to a certain type/s of policy. If you don’t hear from us, this means we haven’t found any problems with your policy.
I’m not satisfied with your resolution to this problem. What action can I take?

Customer satisfaction is very important to us, and we’ll do everything we can to put things right for you. If you’re not satisfied, please email us at getintouch@fidelitylife.co.nz or write to us at Fidelity Life, PO Box 37-275, Parnell, Auckland 1151.

You can also come to our offices at 136 Fanshawe Street, Auckland and meet with one of our team members.

Alternatively, you can complete an online complaint form at https://fidelitylife.nz/contact/making-a-complaint/