Cancel Fidelity Life: Step-by-Step Guide

What is Fidelity Life

Overview

Fidelity Life is a New Zealand insurance company providing life, trauma, disability and related personal insurance products. They handle policies directly and through advisers and former Westpac Life customers are now under Fidelity Life.

Who they serve

The company serves individual policyholders and intermediary advisers across New Zealand. Westpac Life policies were transferred to Fidelity Life and retain dedicated contact channels for those customers.

How to cancel Fidelity Life

Primary methods

Fidelity Life does not provide a cancellation option via App Store, Google Play, or an app. All cancellations, reinstatements and ownership transfers must be done by contacting an adviser or Fidelity Life directly.

Accepted channels include website contact forms, email, phone support and postal mail. Westpac Life queries have a dedicated email address: [email protected].

Steps to cancel

• Collect your policy number and personal identification before starting.
• Contact your adviser if you purchase through one; ask them to submit the cancellation on your behalf.
• Or use Fidelity Life contact channels: complete the relevant web form at fidelitylife.co.nz/contact/faq, email or call Fidelity Life support.
• If your policy was originally Westpac Life, email [email protected] for targeted assistance.
• If needed, send a signed cancellation or complaint letter to Fidelity Life’s postal address (see Address section).

What happens when you cancel

Policy termination and access

When cancellation is processed the policy is terminated and cover ends from the effective date specified by Fidelity Life or agreed in writing.

If you later seek reinstatement or a transfer of ownership this must be arranged through an adviser or by contacting Fidelity Life directly.

Records and future contact

Fidelity Life retains policy records and may contact you about outstanding matters such as refunds or remediation. You should keep copies of all communications and confirmation of cancellation.

Postal cancellations and formal notices are handled similarly to complaints and will be logged via their complaints process.

Will I get a refund?

Standard refund approach

Fidelity Life’s public FAQs do not state a standard 14‑day cooling‑off or automatic refund right. There is no published “free‑look” refund period on the FAQ pages.

Routine premium refunds are not described as an automatic entitlement on cancellation in publicly available materials.

Exceptions and remediation

• Refunds are issued in remediation cases such as overcharges or policy errors.
• When Fidelity Life issues remediation refunds they include use‑of‑money interest calculated via the Ministry of Justice Civil Debt Interest calculator under the Interest on Money Claims Act 2016.
• If you believe a refund is owed, raise it through Fidelity Life’s complaints channels and request remediation details and interest calculations.

Fidelity Life plans and pricing

Sample pricing overview

Exact published rates for specific policies are not provided in the public FAQs; the figures below are example estimates derived from third‑party aggregated quotes.

Use these only as indicative examples; contact Fidelity Life or an adviser for a personalised quote.

Your consumer rights in New Zealand

Complaints and escalation

If you are not satisfied with Fidelity Life’s response you can escalate your complaint internally and then to the independent Ombudsman for insurance and financial services.

Fidelity Life’s complaints process accepts email, letter and in‑person escalations; if unresolved you can contact the Insurance & Financial Services Ombudsman (IFSO).

Remediation and legal protections

• Fidelity Life has discussed remediation programs in cases where policies were adversely impacted and will pay refunds plus interest as required.
• Interest for remediation payments is calculated under the Interest on Money Claims Act 2016 using the Ministry of Justice Civil Debt Interest calculator.
• Consumers retain statutory protections and the right to independent dispute resolution through IFSO if internal processes do not resolve the matter.

Customer experiences

Positive feedback

Some customers rate Fidelity Life positively for product availability and adviser relationships.

Overall public sentiment is mixed; prospective customers should review recent feedback alongside official communications.

Negative feedback

• Trustpilot shows concerns and a TrustScore around 2.5/5 with complaints about claim handling and communication.
• Reported issues include claim denials perceived as unjustified, long delays in claim resolution, premium increases and poor communication during critical claims.
• Online forums and reviews also describe difficult TPD and crisis claims experiences and frustration with resolution timelines.

Documentation checklist

Must-have documents

• Policy number, full name and date of birth.
• Proof of identity (driver licence or passport) and proof of address if requested.
• Signed cancellation request or written instructions if posting a letter.

Helpful extras

• Copies of relevant emails, policy schedules and any adviser correspondence.
• Bank details for refunds (if applicable) and dates of disputed charges for remediation claims.
• Notes of phone calls including dates, times and advisor names.

Common mistakes

Mistakes when cancelling

Assuming you can cancel via a mobile app or app‑store subscription is a common error; Fidelity Life requires direct contact with an adviser or the company.

Another frequent mistake is failing to obtain written confirmation of cancellation - always request and retain written proof.

Avoiding refund and remediation problems

Not documenting payment dates and amounts can complicate remediation or refund requests. Keep clear records of premiums and communications.

Delaying escalation when a response is slow may reduce options; if you do not receive timely updates, escalate through complaints channels and consider IFSO.

Comparative recap

How Fidelity Life compares

The table below compares key practical points about cancellation, refunds and consumer recourse versus common industry expectations in New Zealand.

Use it as a quick reference; specifics can vary by policy and situation.

After cancelling

Next steps

Keep the written confirmation of cancellation and monitor your bank or card statements to ensure no further premiums are charged.

If you believe a refund or remediation payment is owed, follow Fidelity Life’s complaints process and request detailed calculations including interest.

Useful links

• Fidelity Life contact & FAQ
• Customer remediation information
• Westpac Life (now Fidelity) contact page
• Insurance & Financial Services Ombudsman (IFSO)
• Trustpilot reviews for Fidelity Life

Address

Postal address

Fidelity Life

PO Box 37‑275, Parnell, Auckland 1151

How to send formal notices

Postal notices and formal complaints sent to the above address are handled through Fidelity Life’s complaints process and logged accordingly.

If you prefer email for Westpac legacy matters, use [email protected] or follow the web contact forms linked above.