Frequently asked questions.

• How do I know this is not a scam?

  We’re very mindful of the scams related to financial transactions and understand why you might be worried. You’re welcome to visit the Fidelity Life website to find our contact details. 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 this letter’s validity.

• What’s the connection between Tower and Fidelity Life?

  Fidelity Life purchased Tower’s life and income protection insurance portfolios in 2013. At this time Fidelity Life became the insurer and administrator for your policy.

• What is Fidelity Life doing to fix this?

  We identified the customers who were impacted, and you were among them. Now we’re getting in touch so that we can pay you the money you’re owed.

• Why do you need my bank account details?

  We don’t have your bank account number on file, but we need it to pay you the money you’re owed. Security measures are in place to ensure your bank account details will be safe. It’s important to remember that no one can withdraw money from your personal bank account if all they have is your account number. We will never ask for passwords or login details for your bank account.

• How do we store your personal information.

  We use regularly-updated security methods to keep your personal information safe from loss, unauthorised access, use, modification and disclosure. Read our full privacy statement.  

• I’m not satisfied. What action can I take?

  Customer satisfaction is very important to us, so we’ll do everything we can to provide reassurance. 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. Alternatively, you can complete an online complaint form at fidelitylife.co.nz/contact/making-a-complaint/. 

• Where can I get more information?

  If you have any further questions, please email us at getintouch@fidelitylife.co.nz