Cancel Fidelity Life: Step-by-Step Guide

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 sit within Fidelity Life's management, with dedicated contact channels to support you through every step.

You may decide to cancel your policy for several reasons: your circumstances have changed, you have found more affordable cover elsewhere, or you no longer need the protection. Whatever your situation, Tocancel 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 are 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. Tocancel recommends you explore all options first, especially if your health has changed since you originally applied.

Your legal rights and consumer protections

As a consumer in New Zealand, you have strong legal protections when cancelling an insurance policy.

Understanding the consumer guarantees act

The Consumer Guarantees Act 1993 protects you as a consumer when you purchase insurance. This law gives you the right to cancel your Fidelity Life policy within a specific timeframe, and Fidelity Life must comply with fair cancellation practices. Your legal position is simple: you can cancel your policy at any time, and the company must process your cancellation without penalty, provided you have met the minimum contract term (if any applies to your policy).

Fidelity Life must acknowledge your cancellation request within a reasonable timeframe and confirm the cancellation date in writing. If the company refuses to cancel or charges you unfair fees, you have the right to escalate your complaint to the Financial Markets Authority (FMA) or seek assistance from the Insurance and Financial Services Ombudsman (IFSO). Tocancel strongly advises you to keep all written communication about your cancellation for your records.

Your right to cancel and when it applies

You have an absolute right to cancel your Fidelity Life policy at any time. Most life insurance policies allow cancellation without penalty once the initial contract term has expired. Some policies may have a minimum commitment period (for example, 12 months), during which early cancellation might incur a fee. Your policy documents will clearly state any such terms. The key is to review your policy schedule before you submit your cancellation request, so you know exactly where you stand financially.

If you purchased your policy through distance communication (such as online or by phone), you may have had a 14-day cooling-off period during which you could cancel for any reason without charge. This period has likely passed if your policy is already active, but it is worth checking your original policy documents to confirm.

Cancellation methods available to you

Fidelity Life requires you to initiate cancellation through direct contact rather than via an app or online portal. You have several equally valid channels to submit your cancellation request.

Contact your insurance adviser or Fidelity Life directly

You can reach Fidelity Life through multiple channels, each of which will process your cancellation request professionally and promptly.

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 and can explain any financial implications to you first.
2. Use the Fidelity Life website contact form
   • Visit fidelitylife.co.nz and navigate to the contact or support section.
   • Complete the relevant inquiry form and specify clearly that you wish to cancel your policy, including your policy number.
3. Email Fidelity Life directly
   • Send a cancellation request to the main customer service email address listed on the Fidelity Life website.
   • If your policy originated from Westpac Life, email [email protected] for dedicated assistance.
   • Include your policy number, full name, date of birth, and confirmation of the cancellation date you require.
4. Phone Fidelity Life support
   • Call their customer service team during business hours and request cancellation.
   • Have your policy number and personal identification ready when you call.
   • Ask the representative to confirm your cancellation in writing and note the date of your call.
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.
   • Send your letter via registered mail so you have proof of delivery.

Why multiple methods protect you

Fidelity Life offers multiple cancellation channels because the company recognises that consumers have different preferences. Email and phone methods provide quick confirmation, while postal cancellation creates a permanent record. If you choose to cancel via phone or email, always ask Fidelity Life to send you a written confirmation by email within 24 hours. This confirmation should include your cancellation date, any final payment details, and the reason the company has recorded for your cancellation. Tocancel advises you to request written confirmation no matter which contact method you use.

Step-by-step cancellation process

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

Before you cancel: gather your information

1. Locate your policy number
   • Find your policy number on your most recent policy document or annual statement.
   • This number is essential and will speed up the cancellation process significantly.
2. Review your policy terms
   • Check your policy documents for any minimum term or early cancellation fees.
   • Note the date your cover commenced and any commitment periods that may apply.
3. Decide on your cancellation date
   • You can cancel immediately or nominate a future date (for example, the end of your current billing month).
   • If you have an active claim or pending claim, discuss the timing with Fidelity Life before you cancel.
4. Prepare your contact details
   • Have your full name, date of birth, phone number, and email address ready.
   • If you are cancelling on behalf of someone else, ensure you have their written authority.

Submitting your cancellation request

1. Choose your contact method
   • Select phone, email, postal mail, or your insurance adviser based on your preference.
   • If you are unsure of Fidelity Life's current contact details, visit their official website or your policy documents.
2. Provide clear cancellation information
   • State your full name and policy number prominently in your request.
   • Specify your preferred cancellation date or ask for the cancellation to take effect immediately.
   • If cancelling by phone, note the date and time of your call and the name of the representative you spoke with.
3. Ask for confirmation
   • Request written confirmation of your cancellation by email or post within 24 hours.
   • This confirmation should include your cancellation date, any final payment details, and confirmation that no further premiums will be charged.
4. Keep your confirmation
   • Save all cancellation correspondence in a safe place, including emails, letters, and notes of phone calls.
   • This documentation protects you if any disputes arise later.

What happens after you submit your cancellation

Fidelity Life should acknowledge your cancellation request within 2 to 5 business days. The company will then process your cancellation and send you a final confirmation letter. This letter should confirm that your cover has ended, provide your final cancellation date, and outline any final billing arrangements. If Fidelity Life owes you a refund (for example, if you paid your premium in advance), the company will process this refund within 10 business days of the cancellation date. You can track your refund by contacting Fidelity Life and quoting your policy number and cancellation date.

Refunds and final payments explained

Understanding how Fidelity Life calculates refunds helps you know exactly what to expect when your policy ends.

How refunds are calculated

Fidelity Life charges you a premium based on the period you are covered. If you cancel before the end of a billing period, the company will refund you the proportion of the premium you have not used. For example, if you paid a monthly premium of NZ$100 and you cancel 15 days into a 30-day billing cycle, Fidelity Life will refund you approximately NZ$50 (the unused portion). The company calculates this refund automatically when processing your cancellation. Some policies charge annual premiums, and in these cases, Fidelity Life will refund you a pro-rata amount based on the number of days remaining in your annual term.

Fidelity Life may also deduct any outstanding claims or unpaid premiums from your refund before processing it. If you have any unpaid premiums or pending claims, ask Fidelity Life to itemise these deductions in your final cancellation letter so you understand exactly how your refund has been calculated.

Refund timeline and payment method

If your refund does not arrive within 10 business days, contact Fidelity Life immediately with your cancellation confirmation letter and policy number. Ask the company to locate your refund and confirm the payment date and method. Tocancel advises you to keep your bank details consistent with Fidelity Life's records so refunds are processed without delay.

After your cancellation: what you need to do

Cancelling your Fidelity Life policy is not the end of the process; you need to take steps to protect yourself after cover ends.

Important actions to take immediately

1. Verify your cancellation in writing
   • Save your cancellation confirmation email or letter in a safe folder for your records.
   • If you cancelled by phone, send Fidelity Life a follow-up email confirming the date and time of your call and requesting written confirmation.
2. Check your bank account
   • Verify that no further premiums are charged to your account after your cancellation date.
   • If you see any charges after the cancellation date, contact Fidelity Life immediately and dispute the charge with your bank if necessary.
3. Track your refund
   • If you are due a refund, monitor your bank account for the payment within 10 business days of your cancellation date.
   • If your refund does not arrive, contact Fidelity Life and ask for a status update with reference to your policy number.
4. Review your insurance protection
   • If you cancelled because you have alternative cover, confirm that your new policy is active and covers you from the cancellation date.
   • Do not leave a gap in your cover, as this can expose you to financial risk if you have a life event during the gap period.
5. Update your records
   • Notify your family, beneficiaries, and any adviser of your cancellation so they are aware your Fidelity Life cover has ended.
   • If you have a mortgage or loan, inform your lender if they required life insurance as a condition of borrowing.

What to do if Fidelity Life refuses to cancel

In rare cases, Fidelity Life might delay or refuse to cancel your policy. This is usually incorrect, as New Zealand consumer law gives you the right to cancel. If this happens, take the following steps immediately. First, ask Fidelity Life in writing to provide the legal reason for the refusal. Second, refer to your policy documents and the Consumer Guarantees Act 1993. Third, if Fidelity Life continues to refuse, escalate your complaint to the Insurance and Financial Services Ombudsman (IFSO) at ifso.org.nz. The IFSO is a free, independent service that can investigate and resolve disputes between you and insurance companies. Tocancel strongly recommends escalating to IFSO if Fidelity Life refuses to honour your cancellation request.

Common mistakes when cancelling Fidelity Life

Many people cancel their insurance without understanding the full implications, and this can lead to regret or financial loss.

Mistakes to avoid

1. Cancelling without reviewing your cover needs first
   • If you cancel and later realise you still need life insurance, reapplying will mean new underwriting questions and possibly higher premiums based on your current age and health.
   • Always explore whether a policy adjustment or temporary pause might better serve your needs.
2. Not requesting written confirmation of cancellation
   • Without written confirmation, you have no proof that Fidelity Life has processed your cancellation.
   • This can lead to disputes about your cancellation date and unexpected charges.
   • Always insist on written confirmation within 24 hours of your cancellation request.
3. Cancelling without checking for pending claims
   • If you have a claim in progress, cancelling your policy can complicate or delay the claim settlement.
   • Always check with Fidelity Life whether any claims are pending before you cancel.
4. Forgetting to monitor your bank account after cancellation
   • Some consumers are charged premiums even after they cancel because they did not actively check their bank statements.
   • Set a reminder to check your account weekly for 4 weeks after your cancellation date.
5. Cancelling without securing alternative cover
   • If you rely on life insurance to protect your family or meet loan conditions, cancelling without replacement cover leaves you exposed.
   • Arrange your new policy before you cancel Fidelity Life so there is no gap in your protection.
6. Not keeping cancellation documentation
   • Lose your cancellation confirmation email or letter, and you lose proof of your cancellation date if a dispute arises.
   • Save all cancellation correspondence in a backed-up folder you can access years later if needed.

Comparing Fidelity Life with alternative insurers

Before you cancel, it is worth understanding how Fidelity Life premiums compare with other New Zealand life insurance providers.

Fidelity Life versus alternative providers

If you are cancelling Fidelity Life to move to a provider with simpler underwriting or faster online cancellation, review that provider's terms carefully before switching. Some providers charge higher premiums than Fidelity Life but offer faster processing. Others may require a new medical questionnaire that could take weeks. Tocancel recommends getting a formal quote from your alternative provider before you cancel Fidelity Life so you can compare costs and cover certainty.

Pricing and cover options at Fidelity Life

Understanding Fidelity Life's pricing helps you decide whether to cancel or adjust your policy.

Typical cover and premium structure

If cost is your reason for considering cancellation, contact Fidelity Life and ask whether switching from monthly to annual payments or reducing your cover amount might be cheaper than cancelling entirely. The company may also offer loyalty discounts or premium hold periods during financial hardship. Tocancel advises exploring these options before you submit your formal cancellation request.

Contact and address for cancellation

Use these contact details to submit your Fidelity Life cancellation request or escalate a complaint if the company refuses to cancel.

Fidelity Life contact information

Fidelity Life customer service is available during standard business hours Monday to Friday, 8:30 AM to 5:00 PM (New Zealand time).

• Main website: fidelitylife.co.nz
• Phone: 0800 FIDELITY (0800 343 335)
• Email (general): Available via the contact form at fidelitylife.co.nz
• Email (Westpac Life policies): [email protected]
• Postal address: Fidelity Life Limited, Private Bag 100 380, North Shore City, Auckland 0745, New Zealand

Escalation contacts if Fidelity Life refuses to cancel

If Fidelity Life refuses your cancellation request or fails to process it within a reasonable timeframe, you can escalate your complaint free of charge.

• Insurance and Financial Services Ombudsman (IFSO): ifso.org.nz | Phone: 0800 888 202 | Email: [email protected]
• Financial Markets Authority (FMA): fma.govt.nz | Phone: 0800 434 566 (complaints line)
• Citizens Advice Bureau (CAB): cab.org.nz (free consumer advice)

The IFSO is your best first step because it is independent, free, and has the power to order Fidelity Life to cancel your policy or pay compensation if the company has acted unfairly. Tocancel has helped thousands of consumers cancel their insurance policies by providing clear, step-by-step guidance and reminding them of their legal rights. If you have followed this guide and Fidelity Life still refuses to process your cancellation, you have the backing of New Zealand consumer law and the IFSO to enforce your right to cancel. Take action today: gather your policy number, choose your contact method, and submit your cancellation request with confidence.