Southern Cross Insurance - Frequently Asked Questions

What is life insurance?

Life insurance pays out the insured amount as a lump sum if you die or if you’re diagnosed with a terminal illness.

What is Southern Cross Life Insurance?

Southern Cross Life Insurance offers up to $1,000,000 cover that includes an Advanced Funeral Benefit which provides an immediate payment of up to $15,000 of the Life Cover amount to help with funeral costs.

Southern Cross Life Insurance is provided and underwritten by Chubb Life Insurance New Zealand Limited (Chubb Life) and promoted by Southern Cross Insurance Services Limited, a wholly owned subsidiary of Southern Cross Medical Care Society.

What is financial advice?

According to NZ legislation financial advice is when someone makes a recommendation or gives an opinion about acquiring or disposing of (or not acquiring or disposing of) a financial advice product, like insurance.

Who’s eligible to apply?

All New Zealand residents aged 18 and over can apply for Southern Cross Life Insurance, with one person per policy (we don’t offer joint or multiple person policies).

A New Zealand resident is someone living in New Zealand who holds a New Zealand passport, a permanent residency visa or who is an Australian passport holder.

Do I need advice?

It is always recommended that you get advice. It is the best way to ensure that your individual needs and personal circumstances are catered for. However, only you can determine if you need advice. There are a variety of advice services available so whatever your decision always make sure that you understand the nature and scope of any advice you receive. This will help you make the right decisions for you and your family.

How much cover do I need?

The amount of cover you need depends on you and the financial needs of your family. You can choose the cover that best suits your circumstances. Use our simple tool to help you find a starting point when considering protecting your family’s financial future.

What’s involved in applying for Southern Cross Life Insurance?

Whether you apply online or over the phone, your application will be assessed based on the information you provide. In some cases we may be able to offer cover immediately or our underwriters may need more information from you or your doctor, in which case we’ll be in touch.

If you have any questions, call us on 0800 000 200 or email southerncrosslife.NZ@chubb.com.

Who will pay for my medical costs?

You will not be required to meet the medical costs involved if we require more medical information, a blood test or a specific examination. However if you’re already scheduled to have a specific test, or are due for a review of a medical condition, the cost will be your responsibility.

How long does the application process take?

The processing time for your application will depend on the information you provide. If we have complete information and there are no medical issues to consider, cover may be issued shortly after receipt of your application.

For applications that require more detail to process, such as medical reports, it may take a few weeks, depending on how quickly you or your doctor is able to respond to requests for information.

If we need more time to review your application, and if you’ve provided your payment details, we will provide you with immediate Accidental Death Cover for the life insurance amount you’ve applied for (up to a maximum of $500,000) at no charge. This cover is valid for 60 days.

Will I receive a discount for being a Southern Cross Health Society member?

Yes, you’ll get a 10% discount on your Southern Cross Life Insurance premium for the duration of the policy while you’re a Southern Cross Health Society member.

Contact us on 0800 000 200 to advise your Southern Cross Health Society member number.

What payment options are available?

You can pay via direct debit, Visa or MasterCard debit or credit card. Premiums can be paid fortnightly, monthly, 6-monthly or annually.

When and how do I get my documents?

Your policy documents will be emailed to you shortly after your application is approved. If you haven't received them after 24 hours please call 0800 000 200.

If you accidentally delete the email, just call 0800 000 200 and the email will be resent.

We can also post printed documents to you on request.

Will I be able to change my cover?

Yes, it’s important to review your insurance regularly to make sure you have the right amount of cover. You can change your cover any time. Simply contact us to discuss your options.

Please note that if you wish to increase your cover, additional information, terms and/or conditions may apply – your premium may also increase. We’ll make sure you know how those changes may affect your policy.

How is a claim made?

You or your beneficiary will need to contact the Southern Cross Life Insurance team and we will guide you/them through the claims process, provide information on your policy and send out any required forms for the claim. Calls are free on 0800 000 200, or email Claims.NZ@chubb.com.

When won't a claim be paid?

Some situations where the claim won’t be paid are:

if the claim is due to war, invasion, terrorism, hostilities, strike, riot and/or civil commotion, civil war, rebellion, revolution, insurrection, military or usurped power
if you’ve not been completely truthful when answering questions or if you fail to provide any material information as requested
if a claim results from suicide, attempted suicide or intentional self-injury within 13 months of the Cover Start Date or from the date your policy was reinstated after being cancelled.

For more details on exclusions please refer to the policy document.

What information needs to be provided when making a claim?

This will depend on the type of claim being made. The claim form we send will describe in detail the information needed for the claim to be assessed.

What happens once the claim is submitted?

The claim will be assessed within five days of being received. If we need any more information, we’ll get in touch. While the claim is being assessed, an update will be provided on the progress but if there are any questions, we’ll be happy to help on 0800 000 200 or email Claims.NZ@chubb.com.

Can I claim if I have a terminal illness?

Yes. If you have been diagnosed with a terminal illness (less than 12 months to live), you may be able to claim up to $500,000 from your Southern Cross Life lnsurance policy.

If your cover is less than $500,000, then the full amount of your cover will be paid and your policy will terminate.

If your cover is more than $500,000, then the balance of your policy will be paid on your death.

Can funds be paid immediately to help with funeral costs?

Yes. Southern Cross Life Insurance also offers an Advanced Funeral Benefit so that your family can receive up to $15,000 to help towards the cost of a funeral while the full claim is being assessed.

Who will the claim be payable to?

The accepted claim will be paid to you (in the instance of a terminal illness payment) or your estate.

Can I cancel my policy?

Yes, if you’re unhappy with your policy and want to cancel, you can do this by calling 0800 000 200 or email southerncrosslife.NZ@chubb.com.

If you cancel within 30 days of when your policy starts, any premiums paid will be refunded. After 30 days, there will be no refund of any premiums paid.

How do I make a complaint?

If you have a complaint we are happy to discuss it. Please call us on 0800 000 200 (or +64 9 9193124 if you are overseas), or email ChubbLifeComplaints.NZ@chubb.com. The Customer Service team will do their best to resolve your issue straight away. However, if they can't sort out the issue, our dedicated Customer Resolution team will take on your case.

As provider and underwriter of Southern Cross Life Insurance, Chubb Life is a member of the Insurance and Financial Services Ombudsman Scheme (IFSO Scheme), a free, independent service which can help settle any dispute you are unable to resolve with Southern Cross Life Insurance. You must write to the Ombudsman within three months of being notified by us that a deadlock has been reached.

Any dispute or action relating to your policy will be determined in accordance with New Zealand law.

IFSO contact details:
PO Box 10 845
Wellington 6143
Phone 0800 888 202
Email info@ifso.nz
Website www.ifso.nz

Who provides this insurance?

Southern Cross Life Insurance is provided and underwritten by Chubb Life Insurance New Zealand Limited (Chubb Life) and promoted by Southern Cross Insurance Services Limited, a wholly owned subsidiary of Southern Cross Medical Care Society.

Only Chubb Life can approve and accept your Policy and will be responsible for administration, claims and other matters relating to your Policy.

Southern Cross Insurance Services Limited and its related companies do not guarantee the obligations of the insurer/underwriter, Chubb Life, and will not be liable if Chubb Life refuses to pay a claim.

Who is Chubb Life?

Chubb Life Insurance New Zealand Limited (Chubb Life) is one of the country’s leading providers of life insurance.

Formerly known as Cigna, Chubb Life have been operating in New Zealand for more than a century and are committed to being there for customers when they need them most.

Chubb Life offer life, income protection, critical illness and business insurance products through Independent Financial Advisers, partners, as well as best-practice direct marketing.

A copy of Chubb Life's latest financial statements is available on request.

Financial Strength Rating

Your insurance is underwritten by Chubb Life Insurance New Zealand Limited (Chubb Life). Chubb Life has an A (Excellent) financial strength rating given by A.M. Best Company Inc.