Frequently asked questions. 

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 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 or call us on 0800 88 22 88.     

We’ve identified that your occupation has fallen off your policy due to a system error and this has meant that since the error has occurred you have been paying less premiums than you should have been paying.  

At this time, we cannot provide an exact figure for your premium increase. This will be detailed in your next renewal letter. Premiums may increase each year for age-rated policies, policies with a CPI option, or both. If you wish to review your coverage for any reason, please contact your adviser.  

The occupation error does not impact your coverage or insurance. It only affects how your premiums are determined.  

If you pay your premiums by direct debit or credit card, no action is required on your part. However, if you make customer-initiated payments, please refer to the premium amount indicated in your next renewal letter.  

You should first reach out to your adviser who can discuss this with our internal underwriting team. From there, we can check to see if your premium will change based on what occupation you currently do.  

If you would like to reduce your premiums, please seek assistance from your adviser to help and assist you with this.  

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 complaints@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 https://fidelitylife.nz/contact/making-a-complaint/.