Customer Engagement Initiative 2025 terms and conditions.

1. Definitions

1.1 Unless the context otherwise requires, capitalised terms used but not otherwise defined in these Terms have the meaning given to them in the Distribution Agreement. 

1.2 In these Terms: 

Closing Date means 11:59PM on 31-October 2025. 

Customer means a policy owner or life assured under an insurance policy issued by us. 

Customer Engagement Score means an aggregated score based on NPS methodology. 

Customer Engagement Survey means a survey containing the questions set out in clause 2.3. 

Distribution Agreement means the Fidelity Life distribution agreement which sets out the terms under which Financial Advisers provide distribution services in relation to life insurance products.  

Existing Customer means a Customer under an insurance policy issued by us that has been in force for at least 12-months prior to the Closing Date. 

Forum means the customer engagement forum 2025 to be held in early 2026. 

Itinerary means the Customer Engagement Initiative 2025 itinerary as amended or updated by Fidelity Life from time to time in its sole discretion. 

Invited Qualifying Financial Adviser means a Qualifying Financial Adviser who participates in the Fidelity Life customer engagement initiative and has one of the top forty-five (45) positive Customer Engagement Scores (and/or is invited by Fidelity Life in its sole discretion to attend the Forum). 

New Customer means a Customer under an insurance policy issued by us during the Qualifying Period. 

NPS methodology means net promoter score methodology. 

Qualifying Period means the period set out in clause 4. 

Qualifying Financial Adviser means a Financial Adviser who participates in the Fidelity Life customer engagement initiative and meets the criteria set out in clauses 5.1 and 5.2. 

Renewing Customer means an Existing Customer who renews a Product during the Qualifying Period. 

2. The Customer Engagement Initiative 2025

2.1 At Fidelity Life, we recognise the importance of Customer feedback on our products and services. The Customer Engagement Survey which is carried out using NPS methodology is just one way that we gauge Customer satisfaction. We believe that it is important to capture and share with our Financial Advisers our Customers’ views on whether the Financial Adviser is meeting their needs and expectations. This is in line with our aspiration to work with Financial Advisers to deliver good customer outcomes. We are therefore offering this Customer Engagement Initiative 2025 to enable us to share Customer feedback and to recognise our Financial Advisers who deliver great customer outcomes.  

2.2 To reinforce Customer satisfaction, at the end of the Qualifying Period, we will invite the Invited Qualifying Financial Advisers (plus an optional partner at their own travel expense) to attend the Forum, subject to these Terms.  

2.3 In Customer Engagement Surveys, we will ask Customers the following question:  

“How likely would you be to recommend your adviser and their company to others? (0 to 10 scale; 0=not at all likely, 10=extremely likely” 

2.4 We will use the Customers’ responses to the above question to collate the Customer Engagement Score for that Financial Adviser.  

2.5 During the survey submission period, the adviser can opt in when they register, to be copied into the survey email. 

3. Customer Engagement Forum 2025

3.1 Notifications to Invited Qualifying Financial Advisers that they will be invited to attend the Forum will be issued in Fidelity Life’s sole discretion and the number of invitations may change. Our decision is final, and no correspondence will be entered into. All Qualifying Financial Advisers must have received prior approval from their Financial Advice Provider to be eligible to take part in this initiative.  

3.2 Invitations to attend the Forum will be issued in December 2025 to the forty-five (45) Invited Qualifying Financial Advisers (plus optional partner at their own travel expense) who achieve the highest positive Customer Engagement Scores. The partner must be the Invited Qualifying Financial Advisers’ spouse/partner or business partner, and the partner will attend based on twin share and will be required to pay for their own flights or other travel expenses. All partners must be at least 18-years old. The invitation is not transferable, and Fidelity Life is entitled to require proof of relationship between any partner and the relevant Invited Qualifying Financial Adviser.  

3.3 The top forty-five (45) Qualifying Financial Advisers (who meet the criteria set out in clause 5.2) with the highest Customer Engagement Scores may be invited to attend the Forum and receive:  

• 1 return economy class flight from their nearest airport to the Forum venue on an airline of our choosing (provided that if the nearest airport is within 2-hours driving time of the Forum venue, the Invited Qualifying Financial Adviser will be asked to drive but will be reimbursed travel expenses); 

• 2 nights’ accommodation, including tax and service charges, at the Forum venue; 

• meals and beverages as stated in the Itinerary; and 

• all special events specified in the Itinerary. 

Any invited partners’ meals, beverages and special events as specified in the Itinerary are included and accommodation on a twin share basis with the Invited Qualifying Financial Adviser, but no travel or other costs and expenses will be covered. 

3.4 An Invited Qualifying Financial Adviser will not receive and will be personally responsible for:  

• upgrades to any flights; 

• meals, beverages and activities that are not specified in the Itinerary;  

• any other expenses incurred by the partner of the Invited Qualifying Financial Adviser; 

• any additional transfers outside of group flight times or where an Invited Qualified Financial Adviser invites their partner to attend the Forum for part of the time; 

• obtaining travel and/or health insurance; and 

• any extensions to or variation of the Itinerary not proposed by us, including additional flights or changes to flights (including name changes which attract additional charges) or accommodation for additional nights. 

3.5 In connection with bookings for the Forum, information about the Invited Qualifying Financial Advisers and their partners may be disclosed in our sole discretion to a third-party travel agent to assist our inhouse travel team in bookings. By accepting our invitation to attend the Forum, you agree to receiving correspondence from a third-party travel agent appointed by us. 

4. Qualifying Period

4.1 The qualification period for the Customer Engagement Initiative 2025 (Qualifying Period) is from 1-May 2025 until 31-October 2025 inclusive. All Customer Engagement Surveys completed during the Qualifying Period will be used to establish the Customer Engagement Score regardless of when the Financial Adviser registered for the Customer Engagement Initiative 2025.  

5. Registration by a Financial Adviser to participate in the Customer Engagement Initiative 2025

5.1 To register for the Customer Engagement Initiative 2025, each Financial Adviser must:  

(a) be engaged by a Financial Advice Provider and be accredited with us during the qualification period as fit and proper (after appropriate due diligence has been carried out by Fidelity Life); 

(b) have a current commission account debt of less than $10,000;  

(c) have no outstanding action items either from a Customer dispute lodged with the Financial Adviser’s or Financial Advice Provider’s disputes resolution provider, or from an audit undertaken by the Financial Markets Authority;  

(d) not knowingly be currently under investigation by Fidelity Life, the Financial Markets Authority or any other authority; and  

(e) complete the Customer Engagement Initiative 2025 registration form which shall be received by Fidelity Life no later than 30-June 2025. 

5.2 At the Closing Date, a Financial Adviser must have had a minimum of five (5) Customer Engagement Survey responses and a positive Customer Engagement Score to qualify for consideration to participate in the Forum. 

5.3 You will not do anything while participating in the Customer Engagement Initiative 2025 or while attending the Forum which brings or would be likely bring us or our brand into disrepute. 

5.4 Fidelity Life may terminate the participation of any Financial Adviser in the Customer Engagement Initiative 2025 immediately by written notice if we reasonably believe that such Financial Adviser: 

(a) has acted fraudulently or behaved in a way that we consider unacceptable having regard to the nature of the Customer Engagement Initiative 2025 and/or Forum; 

(b) has a breached any of these Terms and failed to remedy the breach within ten (10) Business Days following receipt of a written notice from Fidelity Life specifying the breach and requiring it to be remedied; 

(c) has committed a breach of these Terms that cannot be remedied; or 

(d) suffers an event where such Financial Adviser becomes insolvent or bankrupt, enters into any composition or arrangement with its creditors, goes into liquidation or has a receiver or statutory manager appointed over any of its assets or an application is made to remove the Financial Adviser (if a company) from the Companies Register. 

6. Customer Engagement Score calculation

6.1 During the Qualifying Period, for each Financial Adviser who is registered to participate, Fidelity Life will:  

(a) send Customer Engagement Surveys to all New Customers when a policy is issued and Renewing Customers when a policy is renewed (in each case, if their email addresses have been provided); and  

(b) communicate with Financial Advisers their Customer Engagement Score throughout the Qualifying Period. 

6.2 Financial Advisers may encourage their Customers to complete the Customer Engagement Survey but may not complete it for them or provide any pressure.  Only fully completed surveys which are received by Fidelity Life during the Qualifying Period will be accepted and included as part of the Customer Engagement Score. 

6.3 On the Closing Date of the Qualifying Period, Fidelity Life will: 

(a) review the Customer Engagement Score of all Financial Advisers registered to participate, to determine whether they have met the minimum criteria to become a Qualifying Financial Adviser (as set out in clauses 5.1 and 5.2); and 

(b) provide each Qualifying Financial Adviser with a report on their Customer Engagement Score for the Qualifying Period, along with additional applicable comments.  

6.4 In assessing Customer Engagement Scores:  

(a) Fidelity Life will not include Customer Engagement Surveys relating to policies for the Financial Adviser’s life, the life of the Financial Adviser’s partner, children, siblings or parents; 

(b) all Customer Engagement Surveys must relate to policies that are completed, in-force and will exclude any policy cancellations, 14-day free-looks, decreases and lapses; and 

(c) the metrics used will only be based on the business submitted or serviced by that Financial Adviser in the Qualifying Period.  

6.4 Fidelity Life will then invite the Qualifying Financial Advisers with the highest positive Customer Engagement Scores (as calculated above) to the Forum.  In the event that two (2) or more Qualifying Financial Advisers have the same Customer Engagement Scores, the Qualifying Financial Adviser with the greatest number of Customer responses will be chosen.  

7. Expectations and Outcomes

7.1 Participation in the Customer Engagement Initiative 2025 supports you in providing good Customer outcomes by sharing Customer feedback. 

7.2 The Invited Qualifying Financial Advisers are further supported in meeting their Continuing Professional Development (CPD) training by providing relevant learning to the provision of financial advice services and achieving good customer outcomes. During the Forum, Fidelity Life will facilitate business sessions for Invited Qualifying Financial Advisers and following completion of the Forum, Fidelity Life will issue the Invited Qualifying Financial Advisers who attend the Forum with a certificate of completion, which may be used as evidence of their ongoing professional development. Participants will be required to attend all business sessions at the Forum as set out in the Itinerary, in order to be awarded with a CPD certificate. 

7.3 Every effort will be made to adhere to the published Itinerary timetable for the Forum. Occasionally, circumstances beyond our control will force changes, amendments or modifications to the Itinerary. Fidelity Life reserves the right to alter a speaker if deemed necessary. Fidelity Life gives no warranties in respect of any aspect of the Forum or any materials related thereto and does not accept any responsibility or liability for reliance by you or any person on any aspect of the Forum and/or any materials provided. 

7.4 Following attendance at the Forum, each Invited Qualifying Financial Adviser is responsible for considering the extent to which attendance at the Forum is referenced as part of their disclosure obligations as a Financial Adviser. 

8. Marketing and Promotion

8.1 We have the right to use your name and images obtained in relation to your participation in the Customer Engagement Initiative 2025 for promotional purposes and these materials will remain our property. 

8.2 You agree that, after your attendance at the Forum has concluded, we may contact you to explore opportunities for you to share your experience. You will have the option to participate in events hosted by us to celebrate the Qualifying Financial Advisers. This may include, without limitation, speaking engagements, writing articles, and taking part in interviews and media stories, by mutual agreement. 

9. General

9.1 By registering to be part of the Customer Engagement Initiative 2025, each Financial Adviser who participates is deemed to have accepted these Terms. 

9.2 Fidelity Life reserves the right to change, suspend or cancel these Terms at any time by notice in writing and/or by publication of replacement Terms on its Adviser webpage: https://advisers.fidelitylife.co.nz/customer-engagement-initiative-2025/terms-and-conditions-2025/  

9.3 Fidelity Life reserves the right in its sole discretion to alter any aspect of the Customer Engagement Initiative 2025 which includes, but is not limited to, the right to cancel or postpone the Forum or change the Forum Itinerary or venue at any time, for any reason. Fidelity Life’s decision will be final, and Fidelity Life will not be liable for any costs incurred by a Financial Adviser in relation to the Customer Engagement Initiative 2025 or be under any obligation to pay compensation to any Financial Adviser.  

9.4 The invitation to participate in the Customer Engagement Initiative 2025 is not transferable nor can it be exchanged for cash or alternative benefits.  

9.5 The parties acknowledge that a Customer Engagement Score is a subjective measurement. Whilst Fidelity Life will take all reasonable efforts to ensure the accuracy of the Customer Engagement Scores, a margin of error will apply. Fidelity Life is not liable in any way for any errors that occur.  

9.6 If an Invited Qualifying Financial Adviser accepts an invitation to attend the Forum, but subsequently cancels attending part or all of the programme, or does not attend the business sessions set out in the Itinerary then:  

(a) if an airline ticket has been issued, any cancellation fees imposed on Fidelity Life will be required to be reimbursed by such the Invited Qualifying Financial Adviser; 

(b) any accommodation costs that have been prepaid and are non-refundable to Fidelity Life will be required to be reimbursed by such Financial Adviser; and 

(c) any amounts which are owing by such Invited Qualifying Financial Adviser to Fidelity Life shall be repaid on demand or deducted from commissions due to such Invited Qualifying Financial Adviser by Fidelity Life. 

9.7 Fidelity Life reserves the right to refuse or withdraw any individual Financial Adviser from the Customer Engagement Initiative 2025 at any time without any compensation.  

9.8 Fidelity Life and its legal representatives, directors, agents, employees, contractors and officers shall not be liable to any person for any loss, damage or liability of any kind whatsoever suffered directly or indirectly by any person, possession or property in connection with or arising from the Customer Engagement Initiative 2025 or the Forum.  

9.9 Fidelity Life reserves the right to exercise its discretion with respect to all aspects of the Customer Engagement Initiative 2025 and its decision in all matters will be final.  

9.10 These Terms are governed by the laws of New Zealand, and you submit to the exclusive jurisdiction of the courts of New Zealand.