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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 read about remediation and 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. You’re welcome to visit our office on Fanshawe Street, Auckland.

• What caused this error?

  We’ve identified that the Waiver of Premium benefit period was set to age 70 and should have been to age 65, based on the age limit on your Income Protection cover. As a result, you may have overpaid for this benefit. 

• What has been done since this error was identified? 

  We identified the customers who were impacted, and you were among them. Now we’re getting in touch to advise that this error will be corrected.  

• How was the interest calculated? 

  To ensure you’re not further affected by our error, we calculated ‘use of money interest’ (UOMI) for the overcharged amount to 28 February 2025.

  The total you receive will include the refund plus interest and has been calculated using the Civil Debt Interest calculator from the Ministry of Justice according to Interest on Money Claims Act 2016.  

• Why do you need my bank account details?

  If we don’t have your bank account number on file, we will need it in order to refund you the money you’re owed. Our security measures 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