Understanding the claims process.

We’re here to help.

We want to pay your claim. We are proud of the support we can provide when New Zealanders who have taken out insurance with us need it the most.

  • What triggers a claim?
  • Starting your claim.
  • Your dedicated case manager or claims specialist.
  • Submitting your claim.
  • Assessing your claim.
  • The decision.

What triggers a claim?

Usually it’s a significant health or medical event which can be sudden and unexpected. We totally get that insurance can seem a bit overwhelming during times like this, and you might not be thinking straight – but we’ve helped people through such times for nearly 50 years. We’re here to guide you through the process with kindness, experience and know-how.

Starting your claim.

First up – get in touch right away. We’ll check the cover you have in place for the claim you are making. Once that’s done, we’ll start preparing your claim for a formal assessment. Usually this means gathering a bit more information.

Your dedicated case manager or claims specialist.

We will take you through the process and help answer any questions you have. It means that you have a single point of contact through the process rather than having to ring up and explain your claim every time.

Submitting your claim.

During your claim, we might need to ask for specific information from you. We only collect information that we need, and your case manager or claims specialist will explain exactly what we need (and why) and can guide you with gathering any supporting documents if you need a hand. We may also need your consent for us to access sensitive information like medical records.

Assessing your claim.

We’ll make an assessment on your claim based on all the information we have gathered. We’ll try to give you a rough estimate of how long it might take to process, but every claim is unique. The decision to make a benefit payment is made when we have all the information we ask for and are able to check it against the policy. Sometimes we need to wait for doctors and specialist reports, properly completed forms, and more information, but we’ll keep you in the loop at all times.

The decision.

When a claim assessment is completed, we’ll let you know verbally right away, followed up in writing. If your claim is covered, we’ll arrange for any payment due to be made. If your claim has been declined, we’ll also guide you through next steps so you have a chance to provide more information, query the decision, or even make a complaint.

This webpage does not provide a personalised financial advice service.

Why choose Fidelity Life.

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* Fidelity Life has an A- (Excellent) financial strength rating from A.M. Best. The rating scale that this rating forms part of is available for inspection at our offices. For more information please visit Fidelity Life's financial strength page.