Frequently asked questions

Life insurance is insurance that generally pays out a lump sum amount if you pass away or are diagnosed with a terminal illness and have a life expectancy of less than 12 months.

All New Zealand residents aged 18 to 70 can apply for a Southern Cross Life & Living Insurance policy, with one person per policy (joint or multiple person policies are not available).

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

It is always recommended that you get financial 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 financial advice.

Under New Zealand law, 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.

The processing time for your application will depend on the information you provide. If you have provided all the necessary information and there are no medical issues to consider, your cover can be issued straight away.

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

If more time is required to review your application and you’ve provided your payment details, you’ll receive a Certificate of Interim Cover which could cover you for accidental death for up to 90 days while your application is being assessed.

The amount of cover that’s right for you depends on the financial needs of you and your loved ones and on your budget. You can choose the cover that best suits your circumstances. Use the Calculate your cover tool to help you find a starting point when considering protecting your family’s future.

Whether you apply online or over the phone, your application will be assessed based on the information you provide. In some cases, you may be offered cover immediately, or we’ll be in touch if we need more information from you or your doctor. To find out more or receive a quote, please click here.

If you have any questions, call the Southern Cross Life Insurance team on  0800 000 200 or email  [email protected].

You won’t need to pay the medical costs if we require more medical information, such as a blood test or a specific examination. However, if you already have a test scheduled or are due for a medical review, those costs will be your responsibility.

Yes, if you’re a Southern Cross Health Society member you will receive a 10% discount on your Southern Cross Life & Living Insurance premium (excluding the policy fee) for the duration of your policy, while you remain a Southern Cross Health Society member.

You need to confirm you’re a member when you apply for the Life & Living Insurance policy or the policy owner must confirm this if you become a member later by contacting the Southern Cross Life Insurance team. Full discount terms and conditions apply and are subject to change.

The member discount will be noted on your policy schedule or endorsement schedule. If you cannot see reference to the discount being applied, please contact the Southern Cross Life Insurance team on 0800 000 200.

If you applied for a Southern Cross Life Insurance policy on or prior to 19 November 2025, the member discount applies to your Southern Cross Life Insurance premium (except on any fixed rate loadings). See full discount terms and conditions.

If you’re a Southern Cross Health Society member and the member discount has not been applied to your policy, the policy owner will need to contact the Southern Cross Life Insurance team with your (the life assured’s/insured’s) membership number on 0800 000 200 to have the member discount applied to your policy.

The member discount will be applied to the policy within 15 business days from the date the policy owner confirms your membership. The discount will not be applied retrospectively to any premiums paid before the date the discount is applied. Full discount terms and conditions apply and are subject to change.

A Southern Cross Health Society member is a person who is currently covered under a health insurance policy with Southern Cross Medical Care Society, trading as Southern Cross Health Society (this includes where the person is covered under a policy taken out by a family member or where the policy is part of a work or an association scheme). All individuals covered under a Southern Cross health insurance policy will be named on the membership certificate for that policy.

The Lifetime Reward is a 10% discount on the Southern Cross Life & Living insurance premium (excluding the policy fee) for the life assured, who at the time of applying for the policy meets the non-smoker and BMI criteria. Lifetime Reward terms and conditions apply and are subject to change.

Note: Southern Cross Life Insurance policies applied for prior to 20 November 2025 are not eligible for the Lifetime Reward.

What is the definition of a non-smoker?

A ‘non-smoker’ is defined as someone who has not smoked tobacco or marijuana or used any nicotine replacement including vaping/e-cigarettes, nicotine gum, chewing tobacco or patches in the last 12 months.

What is BMI?

BMI means body mass index which is a calculation based on an individual’s height and weight.

Client Benefits are additional benefits that sit outside of your policy at no extra cost by Chubb Life, providing a financial contribution towards a range of professional health and wellbeing services.

Client Benefits are available to policy owners, the life assured and their dependent children on Southern Cross Life & Living Insurance policies issued from 20 November 2025 onwards. For further information on Client Benefits, eligibility and how to claim, see the Client Benefits page.

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

Your policy documents will be emailed to you shortly after your application is approved. If you haven't received them after 24 hours, please check your junk email or contact the Southern Cross Life Insurance team on 0800 000 200.

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

When you took out your life insurance policy with Southern Cross Life Insurance, you will have received your policy documents via email which tells you which product you hold.

Between 10 March 2016 and 19 November 2025, the life insurance product was called Southern Cross Life Insurance. From 20 November 2025 the product name is called Southern Cross Life & Living Insurance.

Southern Cross Life Insurance – Policies applied for between 10 March 2016 and 19 November 2025

Between 10 March 2016 and 19 November 2025, we offered a life insurance product called Southern Cross Life Insurance. We no longer accept applications for this product, and now only offer Southern Cross Life & Living Insurance. Customers who currently hold this product will continue to retain it under the policy terms and conditions.

If you have an existing Southern Cross Life Insurance policy and would like a copy of your policy document, or to talk to someone about your existing policy, or to make a claim, please call the Southern Cross Life Insurance team on 0800 000 200.

Southern Cross Life & Living Insurance – Policies applied for from 20 November 2025

From 20 November 2025, we are offering and accepting applications for Southern Cross Life & Living Insurance.

If you’d like to take out a new Southern Cross Life & Living Insurance policy, click here to Get a Quote and continue to Application.

You can find full details of the terms, conditions and exclusions in the Southern Cross Life & Living Insurance policy document.

If you’d like to talk to the Southern Cross Life Insurance team about a new policy or your existing policy, or make a claim, please call 0800 000 200.

It’s important to review your insurance regularly to make sure you have the right amount of cover. You can ask to change your cover at any time. Simply contact the Southern Cross Life Insurance team on 0800 000 200 to discuss your options and eligibility.

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

The policy owner (or executor of their estate) needs to contact the Southern Cross Life Insurance team. They will be able to provide advice about the claims process, information on your policy and to send out any required forms for the claim. Calls are free on 0800 000 200, or you can email [email protected].

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

• 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 commencement date of your policy or from the date your policy was reinstated after being cancelled
• if a limitation or exclusion on your policy applies.

For more details on exclusions please refer to the policy document, policy schedule and/or endorsement schedule.

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

Chubb Life is responsible for assessing and paying claims. The claim will be initially reviewed within five days of being received. If any further information is required, the team will let you know as soon as possible. While the claim is being assessed, an update will be provided on progress but if you have any questions, you can call 0800 000 200 or email [email protected].

The accepted claim will be paid to you (as the policy owner) in the instance of a terminal illness claim payment. If you pass away, the claim will be paid to any surviving policy owner(s), or your estate.

Yes, if you decide that this insurance isn’t right for you and cancel within 30 days of your policy starting, you will receive a refund of any premiums paid. After 30 days, there will be no refund of any premiums paid.

You can cancel your policy by calling the Southern Cross Life Insurance team on 0800 000 200 or emailing [email protected].

As the underwriter and administrator of the Southern Cross Life Insurance policies, Chubb Life strives to provide customers with the highest possible level of service. There are times when you might not be satisfied. If you're dissatisfied, please call 0800 000 200 and the team will do their best to resolve your issue straight away.

If they are unable to resolve your issue, they can escalate it to the Chubb Customer Resolutions Team who will follow a more formal internal complaints process. Alternatively, you can contact their Customer Resolutions Team directly at any time, using the following details:

Customer Resolutions Team
Chubb Life NZ Ltd
Private Bag 921 31
Victoria Street West
Auckland 1142

[email protected]

They’ll acknowledge receipt of your complaint within two working days of receiving it. Chubb Life’s Customer Resolutions Team will undertake a thorough investigation and aim to provide you with a decision within ten working days. In some cases, they may need more time or further information, but they’ll keep you updated during this process. 

If they can't resolve your complaint, or two months have passed since it was made, they’ll issue a letter explaining that either they've reached a deadlock, have closed the complaint or that it remains open, and they’ll be continuing to send communications.

External resolution process

Chubb Life is part of an independent external dispute resolution scheme operated by the Insurance and Financial Services Ombudsman (IFSO). If they're unable to come to a resolution, you can contact IFSO within 3 months of the date of their deadlock letter for free, independent resolution of your complaint, subject to IFSO’s Terms of Reference. IFSO can be contacted using the following details:

Freephone  0800 888 202
Email  [email protected]
Website  www.ifso.nz
Fax 04 499 7614
Address PO Box 10845, Wellington 6143

Southern Cross Life & Living Insurance (and 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 all 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 is not liable for any decisions by Chubb Life related to a claim under your policy.

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, funeral, business and group insurance products through Independent Financial Advisers, banking partners, as well as best-practice direct marketing.

Financial Strength Rating

Southern Cross Life Insurance and Southern Cross Life & Living insurance policies are 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.

A summary of the rating scale is: A++, A+ Superior | A, A- Excellent | B++, B+ Good | B, B- Fair | C++, C+ Marginal | C, C- Weak | D Poor | E Under Regulatory Supervision | F In Liquidation | S Suspended. For the full rating scale and more rating information visit www.ambest.com/ratings/guide.pdf

Visit chubblife.co.nz/financial-strength for more information.

The Southern Cross Life Insurance team are employed by Chubb Life and located in New Zealand. The Southern Cross Life Insurance team are available Monday to Friday 8am-6pm to provide simple, easy and fast access to life insurance cover over the phone, answer any queries about a new application or existing policy, or to make a claim. If you have any questions, call the Southern Cross Life Insurance team on 0800 000 200 or email [email protected].