Manage Fidelity Life

How to cancel your fidelity life insurance policy in new zealand

Understanding fidelity life and why you might cancel

Fidelity Life is a New Zealand life insurance provider offering life cover, trauma insurance, and disability protection to individual policyholders across the country. If you purchased your policy through an adviser or directly, Fidelity Life manages your cover and any changes you need to make. Former Westpac Life customers now fall under Fidelity Life's management, with dedicated contact channels to help you.

You may decide to cancel your policy for several reasons: your circumstances have changed, you've found more affordable cover elsewhere, or you no longer need the protection. Whatever your situation, Stopee is here to guide you through the cancellation process step by step, ensuring you understand your rights and avoid costly mistakes.

Common reasons to cancel fidelity life

Life changes happen. You might reduce your insurance needs as your family situation evolves, secure group cover through an employer, or switch to a policy that better suits your budget. Some people cancel because premiums have increased beyond what they can afford. Others have paid off major debts or simply want to reassess their protection strategy. Whatever your reason, understanding the process before you act puts you in control.

When cancellation may not be your best option

Before you cancel, pause and consider whether a policy review might serve you better. If you're cancelling purely because of cost, you could instead discuss premium reductions, policy adjustments, or payment frequency changes with Fidelity Life. Cancelling and later reapplying for cover can result in higher premiums based on your age and health at the time of reapplication. Stopee recommends you explore all options first, especially if your health has changed since you originally applied.

How to cancel your fidelity life policy

Fidelity Life requires you to initiate cancellation through direct contact rather than via any app or online portal.

Cancellation methods available to you

You have several contact channels to submit your cancellation request. Each method is equally valid, so choose the one that suits you best.

1. Contact your insurance adviser
   • If you purchased through an adviser, they can submit your cancellation request directly to Fidelity Life on your behalf.
   • This is often the fastest route, as your adviser has your policy details on file.
2. Use the Fidelity Life website contact form
   • Visit fidelitylife.co.nz/contact/faq/ and complete the relevant inquiry form.
   • Specify that you wish to cancel your policy and include your policy number.
3. Email Fidelity Life directly
   • Send a cancellation request to the main customer service email address.
   • If your policy originated from Westpac Life, email westpac.insurancehelp@fidelitylife.co.nz for dedicated assistance.
4. Phone Fidelity Life support
   • Call their customer service team during business hours and request cancellation.
   • Have your policy number and personal identification ready.
5. Send a written cancellation notice by post
   • You can send a signed letter requesting cancellation to Fidelity Life's postal address (detailed in the Contact and address section below).
   • This creates a paper trail and is useful if you want formal confirmation of your request.

Step-by-step cancellation process

Follow these steps to ensure your cancellation is processed smoothly and you receive confirmation.

1. Gather your information
   • Locate your policy number (found on your policy documents or statements).
   • Have your full name, date of birth, and contact details ready.
   • Note the specific date you want the cancellation to take effect.
2. Choose your contact method
   • Decide whether you'll contact your adviser, use the website form, email, phone, or post.
   • Pro tip: If you're unsure which method is fastest, phone first to confirm your request will be processed quickly.
3. Submit your cancellation request
   • Clearly state that you wish to cancel your policy, not suspend it or change it.
   • Specify the effective cancellation date (or indicate you want it cancelled immediately).
   • Include your policy number and contact details.
4. Confirm receipt of your request
   • If you've called or emailed, ask for a confirmation reference number.
   • If you've posted your request, consider sending it by registered mail so you have proof of delivery.
   • Warning: Do not assume your cancellation has been processed until you receive written confirmation from Fidelity Life.
5. Verify the cancellation date
   • Check that Fidelity Life confirms the effective cancellation date in writing.
   • Your cover should end on the date specified, not on the date you requested cancellation.
6. Keep all documentation
   • Save copies of all emails, confirmation messages, and letters relating to your cancellation.
   • These records are essential if any future disputes arise about the cancellation date or refunds.

Understanding refunds and what happens after cancellation

Cancelling your policy ends your cover, but refunds depend on your circumstances and timing.

Will you receive a refund?

Fidelity Life does not publicly advertise a standard 14-day cooling-off period or automatic refund entitlement upon cancellation in their published materials. However, your consumer rights may entitle you to a refund in certain situations.

You may be eligible for a refund if you cancel within a reasonable period of purchase (typically within 30 days for some policies, though this varies), you've been overcharged for premiums, or Fidelity Life has made an error on your policy. Additionally, if you've paid premiums in advance and you cancel mid-term, you may be entitled to a pro-rata refund for the unused portion of your cover.

Pro tip: When you request cancellation, specifically ask whether you're entitled to any refund based on your policy terms and cancellation date. Stopee recommends always asking; companies don't always volunteer this information upfront.

Refunds in remediation cases

If Fidelity Life has overcharged you, made an error, or breached their obligations, they are required to issue a refund as part of remediation. In these cases, Fidelity Life must calculate and include use-of-money interest on the refunded amount, calculated under the Interest on Money Claims Act 2016 using the Ministry of Justice Civil Debt Interest calculator.

If you believe you're owed a refund, raise this through Fidelity Life's formal complaints process and request a detailed breakdown of the refund calculation and any interest owed to you.

What happens to your policy records after cancellation

Once your policy is cancelled, Fidelity Life retains your records for compliance and potential contact regarding outstanding matters such as refund processing or any remediation issues. You should keep copies of all communications confirming your cancellation, including the effective date.

If you later need to reinstate your policy or transfer it to another person, you'll need to contact Fidelity Life or your adviser again to arrange this. Reinstatement may require medical reassessment depending on how long the policy has been cancelled.

Your consumer rights under new zealand law

The Consumer Guarantees Act 1993 and the Insurance Law Reform Amendment Act 2019 protect you when dealing with insurance companies.

What the consumer guarantees act means for you

Under the Consumer Guarantees Act, Fidelity Life must provide insurance services that are fit for purpose, of acceptable quality, and delivered with reasonable care and skill. If your policy has not met these standards, you may have grounds to request remediation or cancellation with a refund.

You also have the right to clear information about the policy terms, conditions, and costs before you purchase or renew. If Fidelity Life has failed to provide transparent information or has misrepresented your cover, you can escalate a complaint through their formal process.

Escalation and dispute resolution

If Fidelity Life refuses your cancellation request, doesn't process it within a reasonable timeframe, or disputes a refund you believe you're owed, you can escalate your complaint to the Financial Markets Authority (FMA) or the Insurance and Mortgages Ombudsman (IMO). The IMO handles disputes between consumers and insurance providers and can investigate whether Fidelity Life has breached its obligations.

Stopee advises keeping detailed records of all communications so you have evidence if you need to escalate your complaint. The IMO accepts complaints without charge and can order Fidelity Life to take corrective action or pay compensation.

Fidelity life pricing and policy options

Understanding what you're paying helps you decide whether cancellation is the right choice or whether adjusting your cover might be better.

Estimated premiums for life cover

The following table shows indicative pricing estimates derived from 2025 aggregated market quotes, including Fidelity Life options. These are examples only; your actual premium will depend on your age, health, occupation, and smoking status. Contact Fidelity Life or your adviser for a personalised quote.

If your current premiums feel high, explore whether adjusting your cover amount or switching to a different premium frequency (monthly instead of fortnightly, for example) might reduce your costs before you cancel entirely. Stopee has helped thousands of consumers find a middle ground between maintaining protection and staying within budget.

Common mistakes to avoid when cancelling

Cancelling insurance can feel straightforward, but small oversights can create headaches later. We understand the frustration when things don't go smoothly, so here's how to protect yourself.

Mistake 1: not confirming the cancellation date in writing

You might think your cancellation is done once you've phoned or emailed, but without written confirmation of the effective cancellation date, disputes can arise. Always request and save confirmation stating exactly when your cover ends. If Fidelity Life processes your cancellation for a future date but you expected immediate cancellation, you could still be billed for premiums after you thought you'd cancelled.

Mistake 2: cancelling without exploring refund eligibility first

Some policyholders cancel without asking whether they're entitled to a refund for unused premiums or cooling-off periods. Once your cancellation is processed, reclaiming money becomes harder. Before you confirm your cancellation, explicitly ask Fidelity Life whether you qualify for any refund.

Mistake 3: failing to check your final bill

After cancellation, review your last statement to confirm that no further premiums are charged after your cancellation date. If Fidelity Life continues to bill you, contact them immediately with your cancellation confirmation reference.

Mistake 4: not keeping copies of all communications

Email confirmations, cancellation reference numbers, and phone call dates are your evidence trail. If a dispute arises later, you'll need these records to prove you cancelled and when. Store them in a safe folder or take screenshots.

Mistake 5: cancelling without considering reinstatement implications

If you think you might want your policy back, cancelling it permanently can complicate reinstatement. Reapplying after cancellation may lead to higher premiums based on your current age and health. Explore suspension or temporary options first if you're uncertain.

Your cancellation checklist

Use this checklist to ensure you've completed every step before and after cancellation.

1. Gather policy number, full name, date of birth, and current contact details
2. Review your policy documents for any special cancellation terms or notice periods
3. Contact Fidelity Life or your adviser and request cancellation
4. Specify the desired cancellation effective date
5. Ask about refund eligibility and cooling-off periods
6. Request written confirmation of your cancellation, including the effective date
7. Save the confirmation email or letter and any reference number provided
8. If cancelling by post, use registered mail and keep the receipt
9. Wait for confirmation from Fidelity Life before making any alternative insurance arrangements
10. Review your next statement to confirm no further premiums are charged
11. Contact Fidelity Life immediately if you're billed after the cancellation date
12. Store all cancellation documents for at least three years

Contact and cancellation address for fidelity life

Use the contact details below to submit your cancellation request or raise a complaint if your cancellation isn't processed smoothly.

Primary contact methods

Submit your cancellation through any of these channels:

• Website: fidelitylife.co.nz/contact/faq/
• Email (general): Use the contact form on their website or contact your adviser
• Email (Westpac Life policies): westpac.insurancehelp@fidelitylife.co.nz
• Phone: Contact Fidelity Life customer service during business hours for the most up-to-date phone number

Postal address for formal cancellation notices

If you prefer to send a signed cancellation letter by post, Fidelity Life's complaints and general correspondence address is:

Fidelity Life
Complaints and Customer Service
[Check fidelitylife.co.nz or phone for current postal address]
New Zealand

Send your letter by registered mail or courier so you have proof of delivery. Include your full name, policy number, date of birth, and a clear statement that you wish to cancel your policy, specifying the desired effective cancellation date.

If your complaint isn't resolved

If Fidelity Life doesn't resolve your cancellation or refund complaint within a reasonable timeframe, escalate to the Insurance and Mortgages Ombudsman (IMO):

• Website: imo.org.nz
• Email: Check the IMO website for current contact details
• Phone: Available on the IMO website

The IMO investigates disputes between consumers and insurance providers at no cost to you and can order Fidelity Life to take corrective action or provide compensation.

Final takeaway: your path to cancellation

Cancelling your Fidelity Life policy is a straightforward process once you know the steps. Contact your adviser or Fidelity Life directly, provide your policy number, specify your desired cancellation date, and request written confirmation. Ask about refund eligibility upfront, keep copies of all communications, and verify that no further premiums are charged after cancellation.

Your circumstances change, and your insurance should adapt to meet your needs. Whether you're switching to a more affordable policy, reducing your cover, or stepping away from insurance entirely, Stopee has helped thousands of consumers cancel their policies smoothly and protect their rights throughout the process. Don't hesitate to escalate to the Insurance and Mortgages Ombudsman if Fidelity Life doesn't respond promptly or fairly to your cancellation request. You have rights, and Stopee is here to empower you to exercise them.