The NZ Cover Direct team is here to help. We strive to provide you with the best service possible, and are ready to answer your questions and provide assistance, including if you need to make a claim.
Current policy holders
The Customer Service team is available Monday to Friday from 9am - 7pm.
Register feedback & complaints
We hope every experience with us is a positive one, but if it’s not, we would like to know. Each piece of feedback we receive helps us continually improve the service we provide.
Step 1 - To register your feedback or a complaint, please contact our Customer Service Team.
We will acknowledge your feedback or complaint and assure you that we will investigate any concern you bring to our attention.
Our Customer Care representatives always aim to resolve any matter you raise with us immediately but if you think that the matter has not been dealt with appropriately, escalate to a Customer Care Manager (as per step 2).
Step 2 – If you are not satisfied with the response from our Customer Care representative, you can request that the matter be reviewed by a Customer Care Manager. They will review your complaint and respond within 10 business days.
Step 3 – If Customer Care are unable to resolve the complaint to your satisfaction, you can request the matter to be referred to our Internal Dispute Resolution (IDR) team. The IDR team is independent from the Customer Care department and will aim for a resolution within 10 business days.
Step 4 – Both Fidelity Life Assurance Company Limited and We Protect Limited are members of the Insurance & Financial Services Ombudsman Scheme (IFSO Scheme), a free and independent service that can help settle insurance and financial services disputes.
If we do not resolve a complaint to your satisfaction, we will provide you with a letter of deadlock. This letter can be taken to the IFSO Scheme within three months of the deadlock issue date.