Raise support services.
Supporting you and your customers through challenging times.
We’re committed to working alongside you, as one team, helping maintain the value of your business, and the trust of your customers. So, when your customers face challenging circumstances – redundancy, business hurdles, relationship difficulties, or financial or emotional stress – together, we can offer more than financial protection.
We’re committed to supporting them through hardship and working with you to find solutions during tough times by providing robust support services when they need it most.
To continue to deliver on this promise, we can now offer new support services through Raise.
Raise support services for your customers.
Customers who are already working with our Customer value team and using our retention tools can now also access Raise - a confidential support service. Raise offers up to 3 free 1-hour sessions to help navigate challenging times, providing guidance on budgeting, personal issues, and emotional wellbeing.
This gives eligible customers an additional layer of support - helping them navigate life’s challenges with professional care.
How to share Raise support.
- Discuss the Raise service during customer reviews or when financial hardship is identified.
- Highlight the value of professional, confidential sessions tailored to their needs.
- Encourage eligible customers to speak with the Customer value team to determine their suitability for the service.
Additional support tools.
Raise complements existing hardship offers and tools, giving you a wider range of options to support retention and customer wellbeing.
Champion long-term protection and support for your customers. Share Raise and help make a real difference.
NB: For the definition of financial hardship, and criteria to be an eligible customer, see FAQs for more information.
Raise support services for you – our adviser community.
Supporting you is just as important as supporting our customers. That’s why we’re extending access to Raise to advisers for practical support during challenging times. We know that navigating difficult times can take an emotional toll, and we want to be there for you. Whether you’re facing professional or personal challenges, or need expert advice, Raise is here for you.
Based on a referral model, we understand that your privacy and choice is key. A request to your Business manager, or any other senior leader at Fidelity Life is all it takes. We’ll make a referral on your behalf, and you can access up to 3 confidential 1-hour sessions. This service is available 24/7, is completely confidential, and you do not need to discuss any details with Fidelity Life to receive a referral.
To be eligible to use this service, you must have a current inforce Fidelity Life Distribution Agreement, and not have access to Raise through other pathways (such as through Southern Cross, or through a partner/spouses).
Raise provides services that cover advice and support for:
| • 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 |
Frequently asked questions.
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Raise is a confidential support service available to all advisers and customers going through hardship, providing practical assistance during challenging times. It offers guidance and advice on a range of personal and professional issues.
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Advisers can access Raise for support, whether they are facing professional or personal challenges, or simply need expert advice.
Eligible customers can access Raise for support if they are facing financial hardship. For eligibility criteria, refer to the next FAQ.
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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)
The Customer value team at Fidelity Life will initiate this referral on your customer’s behalf.
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For an adviser to access this support from Raise, they must:
• Have a current inforce Fidelity Life Distribution Agreement, and
• Not have access to Raise through other pathways (such as through Southern Cross, or through a partner/spouses).For any questions, please get in touch with your Business manager.
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Raise support services are only available for advisers and does not extend to their wider support team.
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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.
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Raise operates on a referral model. You can speak with your Business manager, or any senior leader at Fidelity Life, who will make a referral on your behalf. You don’t need to share any specific details with them about your circumstances, simply consent to Raise getting in touch with you.
Customers can access this via the Customer value team to see if they are eligible and can access the support.
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Up to 3 free of charge confidential 1-hour sessions are available through the Raise service.
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Absolutely. All interactions with Raise, are completely confidential. Rest assured that your referred and any details provided to a staff member at Fidelity Life will be kept entirely confidential.
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You can seek support for a wide range of issues as outlined below.
Stress – personal or work
Drug and alcohol issues Bullying/harassment
Depression/anxiety Work issues Anger/conflict issues Career planning Workplace changes Relationship/family issues Life transition/direction Help with your CV Team building Grief and loss Health and wellbeing Budgeting assistance Time management Mentoring/coaching