Frequently asked questions. 

Frequently asked questions. 

We encourage you to familiarise yourself these FAQ’s so you’re ready to assist if your customers reach out. If you’d like to discuss this further, please contact your business manager.

  • How do I know this isn’t a scam?

    Fidelity Life takes security of your personal information seriously, and we’re very mindful that you may be worried that our unexpected communication may be considered a scam or phishing attempt. Our communication simply aims to keep you informed and doesn’t ask for any personal, identifying information or payment details, does not ask you to click on any links, and does not require any new payment or transactions.

    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.     

  • What caused this error?

    A system error caused the premium to be overcharged. We discovered it during one of our regular checks, which are in place to help us catch things like this and we have now corrected the error.

  • What steps have Fidelity Life taken to make sure this doesn’t happen again?

    We’ve reviewed and updated our internal systems and processes to prevent this kind of error from happening in the future. Regular checks are also in place to help us catch any issues early. 

  • Who can help me if I have questions about my policy?

    If you have any questions regarding your policy, you can contact your adviser for assistance.

  • Who should I talk to if I don’t have an adviser?

    If you don’t currently have an adviser, our friendly Customer Care team is here to help. Just give us a call on 0800 88 22 88 or email us at customerservice@fidelitylife.co.nz and we’ll make sure you get the support you need.