Frequently Asked Questions

I am a MercerProtect Policy Holder, who do I contact to ask questions about my policy?

If you are a policy holder and have a question about your existing policy, please call us on 0508 637 237, select option 4.

What insurance products do you have?

We are currently reviewing alternative product solutions to continue to meet our customers changing needs. Existing MercerProtect policies will continue to be managed by Cigna New Zealand the underwriter for these policies.

What is Mercer LifeProtect?

Mercer LifeProtect is a Life Insurance policy, underwritten by Cigna Life Insurance New Zealand Limited (Cigna) that can pay out a lump sum if you die or if you are diagnosed with a terminal illness.

There is also an optional Critical Illness benefit that can pay a lump sum if you are diagnosed with one of the specified conditions (e.g. heart attack or stroke).

Refer to the policy wording for full details of all terms and conditions of your policy.

If you have a question about your existing policy, please call us on 0508 637 237, select option 4.

What is Mercer BillProtect?

Mercer BillProtect is an insurance policy, underwritten by Cigna Life Insurance New Zealand Limited (Cigna) that can pay out a fixed monthly benefit if you are unable to work due to redundancy, illness or injury. This benefit is payable for up to 6 months per claim.

Multiple claims are allowed however the maximum which will be paid is a total of 18 months worth of benefit. There is also bankruptcy cover for self-employed people, which can pay out three times your monthly benefit.

Refer to the policy wording for full details of all terms and conditions of your policy.

If you have a question about your existing policy, please call us on 0508 637 237, select option 4.

What is not covered?

Please refer to your LifeProtect Policy wording or BillProtect Policy wording for full details of situations where you will not be covered.

What is a pre-existing medical condition?

A pre-existing condition means any illness, bodily injury or condition, whether existing, diagnosed or in remission that:

  • You sought or received medical advice, treatment or hospitalisation for before the Cover Start Date; or
  • You could reasonably have been expected to have sought or received, medical advice, treatment or hospitalisation for before the Cover Start Date.

How do I make a claim?

The first step in making an insurance claim is to contact Cigna directly. The team will guide you through the claims process, beginning with giving you clear information on your policy and sending out any required forms for your claim. Call free on 0508 637 237, or email claims.nz@cigna.com.

What type of information will I need to provide when making an insurance claim?

The information you need to provide when making an insurance claim will vary depending on the type of claim you are making. The claim form describes in detail the information you need to provide for your claim to be assessed.

What happens once I have returned the claim form?

Once you submit your insurance claim form, your claim will be assessed within five working days of receipt. At this point you will be notified if any additional information is required. You will be kept updated as your claim is processed, but if you have any questions you can call 0508 637 237.

How do I know if I have a valid claim?

The claims team are here to help. Call 0508 637 237 or email claims.nz@cigna.com and they will look into your policy details and help you decide if your specific circumstances may be covered.

What is Mercer SaverProtect?

Mercer SaverProtect is a free benefit available to Mercer KiwiSaver scheme customers who take out a Mercer LifeProtect or BillProtect insurance policy.

The SaverProtect benefit will, in the case of disability or redundancy, result in $200 per month being credited to the member’s KiwiSaver account for periods of up to 6 months.

The maximum pay-out for Mercer SaverProtect is $3,600 across all policies and all eventualities, based on $200 per month and a maximum total of 18 months.

What if I’m not a Mercer KiwiSaver scheme member?

If you’re not a member, and would like to be, you can apply online at www.mercerkiwisaverscheme.co.nz or call 0508 637 237.

What if I have questions about my Mercer KiwiSaver scheme?

If you have any questions about your Mercer KiwiSaver scheme, please call 0508 637 237 or go online at www.mercerkiwisaverscheme.co.nz.

How can I claim for SaverProtect?

The first step in making an insurance claim is to contact Cigna directly. You will be guided through the claims process, beginning with giving you clear information on your policy and sending out any required forms for your claim. Call free on 0508 637 237, or email claims.nz@cigna.com.

At any one time, you can only claim for one Mercer SaverProtect benefit of $200 per month. For example, if you have a disability and shortly thereafter are made redundant, you are unable to claim two benefits.

Similarly, if you hold a Mercer LifeProtect policy and a Mercer BillProtect policy, you cannot claim two Mercer SaverProtect benefits at the same time i.e. $400 per month.

What if I leave the Mercer KiwiSaver scheme?

If you leave the Mercer KiwiSaver scheme, you will immediately lose your Mercer SaverProtect benefit. Other cover shown on your Insurance Policy Summary will still remain in place (i.e. LifeProtect, Critical Illness cover or BillProtect), and your premiums will remain unaltered.

Will my Mercer SaverProtect benefit be affected if I am on a contribution holiday from KiwiSaver?

As long as your policy is in force, and you remain a member of the Mercer KiwiSaver Scheme, you will still be eligible to claim the Mercer SaverProtect benefit, if you have chosen to be on a contribution holiday.

What payment options are available?

You can pay for your cover by Direct Debit, Visa or MasterCard debit or credit card. Premiums can be paid fortnightly, monthly, half-yearly or annually.

Can I cancel my policy?

If you are not entirely satisfied with your policy and want to cancel it, you can do this by calling 0508 637 237.

If it is within 30 days of receiving your policy documents any premiums paid will be refunded. If it's after 30 days, there will be no refund of any premiums.

Can I reduce the cover after my policy is in force?

Yes. You can reduce your requested insurance cover at any time during the assessment process. For any further enquires on your policy, please call 0508 637 237.

What if I lose my documents?

If you lose the documents that you have received in the post, or accidentally delete the email, just call 0508 637 237 and the documents can be resent.

Can I have a printed copy of my documents?

Sure! The documents can be printed and posted to you on request.

How do I make a complaint?

If you have a complaint we are happy to discuss it. Please call us on 0508 637 237 (or +64 4 9158777 if you are overseas), or email complaintsandquality.nz@cigna.com. The Customer Service team will do their best to resolve your issue straight away. However, if they can't sort out the issue, a dedicated Customer Resolution Consultant will personally take on your case.

Also, Cigna is a member of the Insurance and Savings Ombudsman (ISO) scheme, a free, independent service which can help settle any dispute you are unable to resolve with Cigna.

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

IFSO contact details

Post P O Box 10 845
Wellington 6143
Phone 0800 888 202
Email info@ifso.nz
Website http://www.ifso.nz

Who arranges MercerProtect insurance?

The Insurance is provided and underwritten by Cigna Life Insurance New Zealand Limited (Cigna). Only Cigna can approve and accept your Policy and will be responsible for administration, all claims and other matters relating to your Policy.

Mercer and its related companies do not guarantee the obligations of the insurer/underwriter, Cigna, and will not be liable if Cigna refuses to pay a claim.

Mercer receives a commission while your Policy remains in force.

Who is Cigna?

Cigna New Zealand is a leading specialist provider of insurance products and services including travel insurance, life insurance, funeral insurance, income protection insurance, accidental death insurance and critical illness insurance.

Cigna has been operating in New Zealand for nearly a century, and now protect over 295,000 New Zealanders with their insurance policies.

Cigna New Zealand is part of Cigna Corporation, a Fortune 500 insurance company and one of the world's largest publicly owned companies.

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

For information about Cigna’s Financial Strength and Solvency click here