Search the frequently asked questions.

General

  • Who is the insurer?
    • Momentum Life insurance products are insured by Momentum Life Limited (FSP472286) trading as Momentum Life*.


      * If you purchased a Policy prior to 14th March 2018, the insurer is Fidelity Life Assurance Company Limited.

  • When does my insurance cover start?
    • Your Policy, and a Life Insured’s cover starts on the Acceptance Date. A Life Insured's cover starts on the Cover Start Date. Once your application is accepted, you will be sent a Policy Schedule which will detail:
      • Who is covered;
      • The type of cover;
      • The amount of cover;
      • The date your cover starts (the Acceptance Date);
      • The date your First Premium is due to be deducted (the First Premium Payment Date).

      If you increase or change cover after the Acceptance Date we will send you a new Policy Schedule. Any increase or change takes effect from the Cover Start Date set out in the new Policy Schedule. Please refer to your Policy Wording for any waiting periods that may apply.

  • When does my insurance cover end?
    • Cover for a Life Insured will end upon the earliest of one of the following events:
      • The date you cancel your Policy;
      • The date we cancel your Policy, due to your failure to meet obligation terms under the Policy;
      • The date you remove a Life Insured from the Policy;
      • The date we pay an insurance Benefit; or
      • The date the Life Insured dies.

      Additionally cover under your Policy will end when you, the Life Insured, reaches a certain age, or in the event of a claim for certain Benefits. Please refer to the relevant Policy Wording for full details of cover terms and conditions.

  • What if I’m unhappy and want to complain?
    • We strive to provide a positive experience, but if we fall short of your expectations, we want to hear about it. We aim to address concerns promptly, but some complaints may take longer to resolve. Here’s the process:

      1. Contact our Customer Care Team:

        Phone: 0800 108 108 (Mon to Fri, 9am - 5pm)
        Email: complaints@momentumlife.co.nz
        Mail: Customer Service, Momentum Life
        PO Box 90136
        Victoria St West, Auckland 1142

        We’ll acknowledge your complaint within 2 business days.

      2. Customer Care Manager Review:

        If our Customer Care team can’t resolve it, a Complaints Manager will review your complaint and try to resolve it within 10 business days. If it takes longer than expected, we’ll keep you updated on progress.

      3. Internal Dispute Resolutions (IDR) Team:

        If you’re still unsatisfied, we’ll escalate the complaint to our IDR team, aiming for a resolution within two months from when you raised the issue. This will allow the team to independently investigate your concern and send you a response, typically, in writing. They will keep you informed of their progress in this time.

      4. Letter of Deadlock:

        If we can’t resolve the complaint to your satisfaction, our IDR team will issue a letter of deadlock. Within three months, you can take this to the Insurance & Financial Services Ombudsman Scheme(IFSO Scheme).

      IFSO Scheme:

      We are a member of the IFSO Scheme, a free and independent service that settles insurance and financial services disputes. Visit their website for more details.

Updating your personal details

  • How do I notify Momentum Life of a change of contact details?
    • Reach out to our Customer Care team via phone or email, and let them know your new details. Here’s how you can contact us:
  • How do I notify Momentum Life of a change of name?
    • Simply reach out to our Customer Care team via phone or email, and let them know your new details. Here’s how you can contact us:
  • I’ve lost my policy document, how do I get a new copy?
    • Opps. Sometimes this happens. Don’t worry—we’re here.

      Contact our Customer Care team by phone to ensure we have your up-to-date contact details, and we’ll email you a new one in no time.

      • Phone: 0800 108 108 (Mon to Fri, 9am - 5pm NZT)
  • How do I let Momentum Life know I have stopped smoking?
    • If you’ve stopped smoking all substances (including tobacco, e-cigarettes and vapes) for more than 12 months, you may be eligible for a reduced premium on your insurance policy. You’ll need to complete a Nomination of Beneficiaries Form and send it to us:

      Reach out to by phone or email if you have any questions:

      Or send the completed form to:

Your Policy

  • Can I adjust the amount of my cover?
    • From time to time your insurance needs or budget may change. You can apply to increase or decrease your cover level in line with the Minimum and Maximum Benefit Amount of your Policy, or add an additional Life Insured to some policies by calling Momentum Life on 0800 108 108. The standard waiting periods will apply from the Cover Start Date for any new Life Insured’s.
  • Can I decide to whom by benefit will be paid?
    • Yes. As the Policy Owner, you have the option to nominate a Beneficiary or Beneficiaries to receive the Benefit payable under your Policy, upon your death. The option to nominate a Beneficiary is subject to the completion and return of the Nomination of Beneficiaries Form to Momentum Life and to the conditions listed in the relevant Policy Wording.

      If no Beneficiary/ies have been nominated and the Policy Owner is deceased, the claim payment will be made to the executor of the Policy Owner’s estate.

      If a Beneficiary dies before the Policy Owner, their nomination to receive Benefits payable under the Policy ends. Their share is then proportionally distributed to the remaining Beneficiary/ies (if applicable), unless the Policy Owner updates their Beneficiaries nomination.

  • What if I have second thoughts? Can I cancel my Policy?
    • During the first 30 Days:

      You’ve got a 30-day cooling-off period starting from your First Premium Payment Date to make sure this cover is the right fit for you. If no claims are made during this time, you can cancel your Policy and get a full refund of premiums paid. Just give us a ring on 0800 108 108, or email a signed cancellation letter to customercare@momentumlife.co.nz.

      After the first 30 Days:

      You can cancel your Funeral Insurance Policy anytime by calling 0800 108 108, or emailing a signed cancellation letter to customercare@momentumlife.co.nz.

      But, before you decide, take a moment to think about your insurance needs, and if you’re unsure, it might be a good idea to seek independent financial advice. After the first 30 days, there won’t be any refunds for the premiums you paid, and if you change your mind later, you’ll need to reapply for cover. Keep in mind that the premium you’ll need to pay might be higher when you decide to get your new policy.

  • How do I cancel my policy?
    • You can cancel your Policy at any time by calling or writing to Momentum Life and providing 30 days' notice. Call 0800 108 108 (New Zealand only) or write to us at PO Box 90136, Victoria St West, Auckland 1142.

      It is important you consider your insurance needs before you do this, and seek independent financial advice if you are unsure, as there will be no refund of the premiums you have paid if you cancel after the first 30 days from your First Premium Payment Date. Furthermore you will need to reapply for cover if you change your mind at a later date, in which case the premium you are required to pay may be higher when you decide to recommence your Policy.

  • Can you cancel my policy?
    • We can cancel your Policy if you don't pay your premium when it falls due and your Policy remains unpaid for more than 30 days. In this event, we’ll notify you in writing of our intention to cancel and give you the opportunity to rectify this situation.

      If your Policy is cancelled due to non-payment of premiums, you can apply to reinstate your Policy. Reinstating your Policy is subject to eligibility criteria and our terms and conditions in the relevant Policy Wording.

Payment options

  • What payment options are available?
    • Payments are made by Direct Debit via:
      • Bank Account
      • Debit/ Credit Card
  • How do I change my payment option?
    • We’re here to make it as easy as possible to change your method of payment. You can update your details by calling our Customer Care team or by completing and emailing a Direct Debit Authority form.

      Please do not email your debit or credit card details to keep them safe.

  • Can I change my premium frequency?
    • If you’re interested in changing the frequency of your premium payments get hold of us by phone:
      • Phone: 0800 108 108 (Mon to Fri, 9am - 5pm NZT)
  • I’m having difficulty keeping up with payments, what can I do?
    • Feel free to reach out to our helpful Customer Care team. They're just a call away at 0800 108 108, or you can email the team at customercare@momentumlife.co.nz. They'll guide you through the available options.
  • What happens if I miss a premium payment?
    • Life can be hectic, and it's possible to miss a payment. If this occurs, we'll send you an SMS and email to notify you about the missed premium. Please get in touch with our Customer Care team as soon as possible so we can work with you and get your policy up to date by either phone or email.

Going overseas

  • Am I covered while overseas?
    • Yes, indeed! With Momentum Life Funeral Insurance, you’re covered 24/7, no matter where you are in the world.

      Please note: Our insurance does not cover general travel events e.g. loss of luggage, you will need to take out separate travel insurance for these purposes. Some country exclusions apply for Platinum Life Insurance. These will be noted on your Policy Schedule.

  • How do I contact Momentum Life from overseas?

Question not answered?

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