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.
Current policy holders:
Our office hours are 8:30am-5:00pm, Monday - Friday
Or fill out the form below and we will contact you:
Feedback and 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.
To register your feedback or a complaint, please contact us on:
We’ll resolve your complaint right away wherever possible. Where we can’t resolve it immediately, we’ll acknowledge your complaint within 2 working days of receipt. We’ll investigate and make every effort to provide a full response within 10 working days. If it takes longer than expected, we will keep you updated of progress.
If you are not satisfied with the outcome, you can ask for your complaint to be escalated. Your concerns will be referred to a manager for a further review, this may include referral to our Complaints Committee.
Fidelity Life Assurance Company Limited, Momentum Life Limited and We Protect Limited are all members of the Insurance & Financial Services Ombudsman Scheme (IFSO ), a free and independent service that can help settle insurance and financial services disputes.
If we do not resolve a complaint to your satisfaction, you can request a letter of deadlock that you can refer to the IFSO . There are a few criteria for taking a complaint to the IFSO – please see their website. It’s important to note that you need to refer your complaint to the IFSO within 3 months of receiving the letter of deadlock.