FAQ.

Online – please fill in our Update your contact details form to let us know your new details.

Phone – You can contact us by phone on 0800 88 22 88 Monday to Friday between 8am – 5pm (or +64 9 373 4914 from overseas)

Email – Send an email to customerservice@fidelitylife.co.nz

If you’ve recently changed your name, you’ll need to complete our Change of name declaration form and provide a copy one of the relevant following document(s):

• Birth certificate
• Marriage certificate
• Particulars of Marriage certificate
• Change of name certificate
• ID (if changing to a name we’ve previously held on record, or your maiden name)

You can send your completed form and supporting document(s) to

Email – admin.services@fidelitylife.co.nz

Post – Fidelity Life, PO Box 37 275, Parnell, Auckland 1151

You’ll receive written notification when the change of name on your policy is complete.

If you require a replacement copy of your policy document, you can request this online, by phone or by email (whatever is most convenient):

Online - Complete our Contact us form to let us know you require a copy sent to you.

Phone –
Give us a call on 0800 88 22 88 Monday to Friday between 8am – 5pm (or +64 9 373 4914 from overseas)

Email -
Pop through an email request to admin.services@fidelitylife.co.nz

If you’ve stopped smoking for more than 12 months, you may be eligible for a reduced premium. You’ll need to complete a non-smokers declaration form and send it to us:

Email – admin.services@fidelitylife.co.nz

Post – Fidelity Life, PO Box 37 275, Parnell, Auckland 1151

You’ll receive written notification advising of any changes to your policy.

The Policy owner is the person who holds the insurance contract with us and has authority to make changes to the policy.  The Insured person is the person who is insured under the policy. Changes to the policy must be authorised in writing by all Policy owners.

The beneficiary is the person(s) who will receive the benefit payment, on any Life cover, as shown in your policy.

If you wish to change the beneficiary on your policy, or add a beneficiary you simply need to complete a new Nominated beneficiary form.

You can send your completed form to:

Email – admin.services@fidelitylife.co.nz

Post – Fidelity Life, PO Box 37 275, Parnell, Auckland 1151

You’ll receive written notification when the nominated beneficiaries to your policy have been updated.

With age-rated policies, your premiums adjust each year based on age. Premiums generally start lower and increase with age.

With level term policies your premiums are fixed for a specified period from the time the policy is taken out. The term of the policy is selected up front. The only time we’d adjust existing premiums is if there are tax or regulation changes that are outside our control.

It’s really important to us that our customers are happy, and if you’re not we want to make it right. If things haven’t gone as you had hoped and you’d like to make a complaint, please visit our complaints page for details on what to do next.

If you’ve had a great experience with our team and you’d like to let us know, or you’ve got some feedback you’re keen to pass on you can fill in the Feedback form on our Contact us page or send an email to admin.services@fidelitylife.co.nz. We love to hear when we’ve done things right or equally when you’ve got an idea that could make things even better!

While most Fidelity Life policies provide you with worldwide cover, some policies may have restrictions if you're not living in New Zealand. If you're going to move or be overseas for a period of time, be sure to check your policy document and let us know.

It’s important to remember to let us know your new contact details any time you move, whether that’s within New Zealand or overseas. You can do this by:

Online – please fill in our Update your contact details form to let us know your new address, email and phone number

Phone – You can contact us by phone on 0800 88 22 88 Monday to Friday between 8am – 5pm (or +64 9 373 4914 from overseas)

Email – Send an email to customerservice@fidelitylife.co.nz

You can get hold of us in a number of ways, when you’re overseas:

Online – you can fill in our Contact us form including details on how we can help you.

Phone - You can contact us by phone on +64 9 373 4914 Monday to Friday between 8am – 5pm NZT

Email - Send an email to customerservice@fidelitylife.co.nz

If you wish to change the ownership of a policy, the current policy owner(s) and the new policy owner(s) need to complete a Memorandum of transfer form. This also requires the sighting and signature of a witness. You’ll need to fill in a separate form for each policy.

You can send your completed form to:

Email – admin.services@fidelitylife.co.nz

Post – Fidelity Life, PO Box 37 275, Parnell, Auckland 1151

You will receive written notification when the change of policy ownership is complete.

It’s a good idea to review your policies regularly to ensure they remain suitable for your circumstances. Your Adviser can help you by providing relevant information and giving advice on what changes would be appropriate and how often you might want to complete a review. If you’re unsure how to get in touch with your Adviser, or you don’t have an Adviser, please contact us in one of the following ways:

Online – Please fill in our Contact us form and let us know you’d like to review your policies.

Phone - You can contact us by phone on 0800 88 22 88 Monday to Friday between 8am – 5pm (or +64 9 373 4914 from overseas)

Email - Send an email to customerservice@fidelitylife.co.nz

If you wish to reinstate a lapsed policy the first step would be to contact your Adviser or get hold of us directly. Depending on the type of policy you had and how long it’s been since it lapsed the process and requirements may be different.

Online – Please fill in our Contact us form and let us know you would like to request reinstate your policy.

Phone - You can contact us by phone on 0800 88 22 88 Monday to Friday between 8am – 5pm (or +64 9 373 4914 from overseas)

Email - Send an email to customerservice@fidelitylife.co.nz

The process to add a child to your policy will differ depending on the type of cover you have and how old your child is. We suggest you speak to your Adviser or contact us directly to find out more.

Online – Please fill in our Contact us form and let us know you are interested in adding child(ren) to your policy

Phone - You can contact us by phone on 0800 88 22 88 Monday to Friday between 8am – 5pm (or +64 9 373 4914 from overseas)

Email - Send an email to customerservice@fidelitylife.co.nz

• Direct Debit – preferred method
• Credit Card
• Internet Banking

Online – please fill in our Contact us form and let us know you want to change your payment option

Phone - You can contact us by phone on 0800 88 22 88 Monday to Friday between 8am – 5pm (or +64 9 373 4914 from overseas)

Email - Send an email to customerservice@fidelitylife.co.nz

Premiums can generally be paid fortnightly, monthly, quarterly, half-yearly or annually, however not all options are available for all policies.

If you’re interested in changing the frequency of your premium payments get hold of us:

Online – please fill in our Contact us form and let us know you want to change your premium frequency.

Phone - You can contact us by phone on 0800 88 22 88 Monday to Friday between 8am – 5pm (or +64 9 373 4914 from overseas)

Email - Send an email to customerservice@fidelitylife.co.nz

We know life can get busy and you might miss a payment. If this happens we will send you a letter letting you know you have missed your premium. Please contact us as soon as you can so we can work with you and get your policy up to date.

Online – please fill in our Contact us form and let us know you have missed a premium payment.

Phone - You can contact us by phone on 0800 88 22 88 Monday to Friday between 8am – 5pm (or +64 9 373 4914 from overseas)

Email - Send an email to customerservice@fidelitylife.co.nz

In line with changes being made within New Zealand banks from 26-May 2023, payments can now be made 365 days of the year.

Some customers will begin to see their regular payment to us processed on the exact date selected, including weekends and public holidays. Others will continue be collected on business days only. As these changes get rolled out by the banks, we recommend you keep an eye on your account balance to ensure you have sufficient funds to cover your regular payment to us.