Access Raise for guidance through hardship.

Access Raise for guidance through hardship.

Support when you need it most.

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Introducing Raise.

At Fidelity Life, we believe that every customer deserves lasting protection and meaningful support. So, when they face challenging circumstances – redundancy, business hurdles, relationship difficulties, or financial stress, we can offer more than financial protection.

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Introducing Raise.

Raise support service allows eligible customers an additional layer of support — helping them navigate life’s challenges with professional care. Eligible customers experiencing hardship now have access to this confidential support service.

If you’re facing difficult times, we’re here for you. Reach out to our Customer value team on 0800 88 22 88 or email us at CustomerValue@fidelitylife.co.nz to see if we can help.

(For the definition of financial hardship, and criteria to be an eligible customer, see FAQs for more information).

What is Raise?

Raise is a confidential service with expert counsellors. These 1-hour sessions can help you:

•    Stress – personal or work •    Health and wellbeing •    Budgeting assistance
•    Grief and loss •    Bullying/harassment  •    Depression/anxiety
•    Drug and alcohol issues •    Mentoring/coaching •    Workplace changes
•    Anger/conflict issues •    Career planning •    Team building
•    Life transition/direction •    Help with your CV •    Time management
•    Relationship/family issues •    Work issues  

Fidelity Life will fund up to 3 free, 1-hour sessions. 

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How can you access Raise?

  • Contact our Customer value team to discuss your situation and determine if you are eligible.
  • If eligible, you’ll be guided on how to access up to 3 free of charge, 1-hour sessions with Raise.

Your wellbeing matters. We’re committed to supporting you for the long term. Reach out and take the first step – Raise is here to help.

To find out if you are eligible, contact our Customer value team on 0800 88 22 88 or email them at CustomerValue@fidelitylife.co.nz.

Frequently asked questions.

  • What is Raise?

    Raise is a confidential support service that provides up to 3, 1-hour sessions with expert counsellors. It helps customers navigate personal and professional challenges, manage budgeting and financial concerns, and cope with emotional and relationship issues.

  • Who is eligible to access Raise?

    Raise support service is available to eligible Fidelity Life customers who are experiencing financial hardship and are utilising one of the hardship tools. To find out if you’re eligible, contact our Customer value team on 0800 88 22 88.


    Eligible customers can access Raise for support if they are facing financial hardship. For eligibility criteria, refer to the next FAQ.

  • What is the eligibility criteria for customers facing hardship and accessing Raise?

    For a customer to access Raise through Fidelity Life they must:
    •    Be utilising a current Customer value tool due to hardship (which may include a hardship offer due to a severe weather event); or 
    •    Require extra care as per our Extra Care policy; and
    •    Not have access to Raise/EAP services through their employer, their spouse, or health insurance membership; and
    •    Be a policy owner on a policy (which excludes funeral policies and investment policies)

    To find out if you’re eligible, contact our Customer value team on 0800 88 22 88 or email them on CustomerValue@fidelitylife.co.nz.

  • What is the definition of financial hardship?

    Financial hardship is defined as a set of circumstances that has resulted in a reduction in your usual levels of income, and, as a result, you have or expect to have difficulty paying your usual living expenses. 


    Examples of such circumstances include, but are not restricted to: 
    •    Employer approved leave including maternity, paternity, or sabbatical leave, 
    •    Unemployment,
    •    Business closure or bankruptcy,
    •    Injury or illness,
    •    Leaving paid employment to become a full-time caregiver for a spouse, partner, or dependent child,
    •    Death of a spouse, partner, or child, and
    •    Natural disaster where the event affects a Life Insured’s ability to undertake their usual work.

  • How do I access the Raise service?

    Contact our Customer value team on 0800 88 22 88 to discuss your situation. If you are eligible, they will guide you through the process of accessing up to 3 free, 1-hour sessions with a Raise counsellor.

  • Is Raise confidential?

    Yes. All sessions with Raise counsellors are completely confidential.

  • Is there a cost to use Raise?

    No, Raise can provide 3 counselling sessions for free for eligible customers. Any additional services over and above this will incur a cost.

  • Can I access Raise if I already have support through Southern Cross, my workplace, or my partner’s workplace?

    No, if customers have access to this service through other means, they will not be eligible to access this service through Fidelity Life. 

  • What kinds of issues can Raise help with?

    Raise can assist with a wide range of challenges, including financial stress, redundancy, business and work-related hurdles, relationship difficulties, emotional concerns, and more. There is a list of services on this landing page or visit the Raise website.

  • How do I get started?

    To get started, contact our Customer value team on 0800 88 22 88 or email them at CustomerValue@fidelitylife.co.nz. They will help assess your situation and guide you on next steps.