FAQ's

My Fidelity Life

These FAQs will help you get the most out of My Fidelity Life. It’s early days for My Fidelity Life so at this stage we’ve only made certain policies and functionality available. If you have any questions give us a call on 0800 88 22 88 or email us on customerservice@fidelitylife.co.nz we’re here to help. 

Your account and policy info

  • How do I login?

    If you’ve already created an account go to the sign in screen and follow the prompts.

    If you don’t already have an account you’ll need to create one using the same email address as the one we have on record for you, and a password.

  • I’ve forgotten the email address I used to create my account?

    Give us a call on 0800 88 22 88 or email us on customerservice@fidelitylife.co.nz and we’ll help you out.

  • I didn't receive the verification code email - what do I do?

    There could be a couple of reasons:

    • It may have gone into your junk / trash folder, please check these
    • You may have entered an incorrect email address so try again

    If these don’t work please give us a call on 0800 88 22 88 or email us on customerservice@fidelitylife.co.nz and we’ll help you out.

  • I didn't receive the confirmation email - what do I do?

    There could be a couple of reasons:

    • It may have gone into your junk / trash folder, please check these
    • You may have entered an incorrect email address so try again

    If these don’t work please give us a call on 0800 88 22 88 or email us on customerservice@fidelitylife.co.nz and we’ll help you out.

  • How do I change my password?

    Once you’ve signed in, go to My Account, select ‘Change password’ and follow the three easy steps.

    If you’ve forgotten your password, click on ‘Forgot your password?’ on the Sign in page.

  • Can Fidelity Life reset or change my password for me?

    Sorry, for privacy and security reasons you’ll need to do this yourself.

    Note: We’ll never ask you for your password.

  • It says my email address is already registered - what do I do?

    It looks like you’ve already created an account using that email.

    If you can’t remember your password click ‘Forgot your password?’.

    If you’re still having trouble please call us on 0800 88 22 88 or email us on customerservice@fidelitylife.co.nz and we’ll help you out.

  • Why can't I see all my policies?

    At this stage only certain policies and functionality are available. You need to be the policy owner, and any old policies which have lapsed or been cancelled aren’t available to view.

  • How do I change my email address?

    You’ll need to call us on 0800 88 22 88 to arrange this.

  • I’m having issues signing out?

    We’re aware of some sign out issues with Microsoft’s Edge browser. If you’re using Edge you’ll need to close the entire browser to sign out, not just the browser tab.

    If you’re still having problems please call us on 0800 88 22 88.

Payments

  • Can I change my payment frequency?

    You’ll need to call us on 0800 88 22 88 to arrange this.

  • Can I make a one-off credit card payment?

    You’ll need to call us on 0800 88 22 88 to arrange this.

  • What’s the ‘Direct’ payment method?

    ‘Direct’ refers to your current payment methods, such as automatic payment, phone / internet banking, payroll deduction, cheque or certain non-recurring credit card payments.

  • I’m paying by direct debit – how do I update my bank details?

    You’ll need to call us on 0800 88 22 88 to do this – but don’t worry, there’s no paperwork.

  • How do I cancel my direct debit?

    We’ll do this for you. Just call us on 0800 88 22 88.

  • Why can't I change my payment method to something other than credit card?

    It’s early days for My Fidelity Life and at this stage you can only change your payment method if you’re wanting to pay by recurring credit card, or change your credit card details.

    You can change to other payment methods – just give us a call on 0800 88 22 88 or email us on customerservice@fidelitylife.co.nz - we’re here to help.

  • Which credit cards can I use?

    You can pay by Mastercard or Visa.

    If you don’t have one of these we’d encourage you to pay by direct debit. You can easily set this up over the phone so give us a call on 0800 88 22 88.

  • Can I use a debit card or overseas credit card?

    Sure, as long as it’s a Mastercard or Visa.

  • I’ve got a new credit card - what do I do?

    It’s easy. Just sign in and update your credit card details.

  • Why’s my instalment premium showing as $0?

    Your policy is either paid up to date and no premium is due, or it’s been put on hold due to a pending cancellation or claim.

  • If I use an overseas credit card what currency will be debited to my account?

    We’ll process your payment in $NZ and your credit card statement will show the exchange rate as well as any fees.

  • Can I pay by using a Loaded for Travel card? With NZD or foreign currencies?

    You can pay by Mastercard or Visa debit, credit or prepaid cards.

    If you don’t have one of these we’d encourage you to pay by direct debit. You can easily set this up over the phone so give us a call on 0800 88 22 88.

    All charges will be in $NZ.

  • I don’t have access to a mobile/computer/device/internet connection – how can I load my credit card?

    You’ll need an internet connection to use My Fidelity Life. If that’s not possible your best bet will be to pay by direct debit – just give us a call on 0800 88 22 88 and we can set it up over the phone.

  • Are there any additional fees or costs if I pay by credit card?

    No, we don’t charge you extra for paying by credit card. But note that if you’re using an overseas credit card we’ll process your payment in $NZ and your credit card statement will show the exchange rate as well as any fees.

  • Why’s there a $1 charge on my credit card statement?

    Our payments provider validates credit card information when it is first saved on their secure system. As a result some customers see a temporary authorisation for $1 on their statement. This will usually be refunded within 5 working days.

  • Will you let me know if my credit card payment declines?

    No, there won’t be a specific notification of a failed credit card payment but we will send you an overdue premium notice if you miss a payment.

  • What happens if I need a refund of my credit card payment?

    Please give our team a call on 0800 88 22 88 and we’ll help you out.

Security

  • What does ‘PCI compliant’ mean?

    It’s about protecting your credit card details. PCI refers to a set of global security standards designed to ensure that any company that accepts, processes, stores or transmits credit card information needs to host this data securely.

    Fidelity Life uses an accredited PCI compliant payments provider to securely store customers’ credit card details and process payments.

  • Is Fidelity Life PCI compliant in relation to the acceptance of my credit card for recurring payments?

    Fidelity Life uses a company called Stripe to store your credit card details and this company is PCI compliant.

  • Why can’t I just give you my credit card details over the phone / by email / by letter?

    It’s about protecting your personal data, in this case your credit card details. Like other organisations we use a secure third party provider to store your card details and process payments on our behalf.