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Customer Support

COVID-19 FAQ's

If you can't find the answer to your question about your cover and Covid-19 please get in touch. That's what we're here for.

Covid-19 and Life Insurance

Am I covered for Covid-19? Are there any exclusions for Covid-19 or other pandemics?

Yes, you are covered. There are no specific exclusions for a pandemic or COVID-19 in any of our policies so once you have cover, if you get Covid-19 and the worst happens, you'll be covered.

Can I apply for Life Insurance now? Will Covid-19 be covered then?

If you don’t have cover you just need to make sure you answer all the application questions truthfully, just like at any other time. For example, our underwriting questions currently include:

'Have you ever been diagnosed with a breathing or lung problem including asthma, emphysema, chronic obstructive airways disease, TB, cystic fibrosis or sleep apnoea? '

and

'Aside from what you've already told us, do you have any other medical condition for which you're currently seeking medical advice, receiving treatment, awaiting surgery or undergoing tests?'

If you have flu-like symptoms, this is where you should let us know on your application. Otherwise, this may result in us being unable to pay any claim you make in the future. You will be covered for Covid-19 whether you take out a policy today or whether you started it 10 years ago as long as you answer truthfully.

If I’m sick from Covid-19 can I claim under my Critical Illness cover?

Covid-19 is not one of the conditions covered by Critical Illness so you cannot claim on your Critical Illness policy.

Covid-19 and Income Protection

Can I make a claim for Income Protection relating to COVID-19 due to being away from work because of self-isolation, even though I have not been diagnosed with this illness?

Unfortunately, no. To make a claim for Income Protection, you need to show that you are unable to work because of an illness or injury.

Can I make a claim for Income Protection due to being stood down or where my employment was terminated?

Unfortunately, no. Income Protection does not cover unemployment. To make a claim for Income Protection, you need to show that you are unable to work because of an illness or injury.

Can I make a claim for Income Protection if my salary/wages have been cut as a result of COVID-19?

You cannot claim on your Income Protection policy because your salary or wages have been reduced or you have been made redundant due to the COVID-19 lockdown or at any other time. You can only claim on your Income Protection policy if you can't work due to illness or injury.

However, if you are made redundant we can waive your premiums for up to 6 months while you're looking for another job.

What about if I get COVID-19 and can't work because I'm sick?

You could claim on your Income Protection policy if you are ill from COVID-19 for longer than your waiting period.

The minimum waiting period for Income Protection (how long you wait for your first payment) is 30 days; this can be longer, depending on what you chose when you took out your policy, for example, 60 or 90 days.

If you are off work because you are ill for longer than your waiting period, you'll be able to make a claim, but we expect most people will have recovered by the time the waiting period is up.

Can I apply for Income Protection now?

Yes, of course. Our process and business procedures remain the same, all you have to do is make sure to answer all questions truthfully, just like at any other time. Otherwise, this may result in us being unable to pay any claim you make in the future. If you have any flu-like symptoms, let us know on your application when you answer these questions.

'Have you ever been diagnosed with a breathing or lung problem including asthma, emphysema, chronic obstructive airways disease, TB, cystic fibrosis or sleep apnoea? '

and

'Aside from what you've already told us, do you have any other medical condition for which you're currently seeking medical advice, receiving treatment, awaiting surgery or undergoing tests?'

Covid-19 and Funeral Cover

Does my Funeral Cover include Covid-19?

If you have Funeral Cover, you're covered, as long as you've had your policy for more than two years. For the first two years of Funeral Cover, you're only covered for accidental death so any illness, including Covid19, won't be covered

Paying your premiums

What if I can't afford to pay my premiums at the moment?

The best thing to do is to drop us a line or give us a call on 0800 22 22 23. Every person's situation is different, and we want to make sure we do the best thing for you.

We might be able to offer you a 3 month premium holiday, which would mean that you wouldn’t have to pay any premiums for 3 months but your cover would continue. There are some limitations on who we can offer this too but if we can’t offer that we may be able to help out a little by suspending your cover while you get back on track.

Making a claim

What if I need to claim?

Everything we do from the moment you first take out a policy, is about making sure we can pay your claim when the time comes. So if you need to make a claim please contact us. Our customer service should be almost exactly the same as normal. We’ll take a few details and advise all the information required for your claim.

We recommend talking to our claims team early on, as they’ll be able to tell you exactly what will be needed, and may be able to get some of the information for you.

We’ll always need

  • proof of identity, like a birth certificate or passport, and
  • a form signed by the person receiving the payout.

Stay in touch

Can I still call Pinnacle Life?

Yes, you can.

Like many New Zealanders the Pinnacle Life team are working from home but our new setup means that our customer service should be almost exactly the same as it was from our office in Newmarket. You can expect if you call, email or message us, we will respond and have access to your information. (Sometimes, our home life may interrupt our work-life just like it might at your place, and we ask for your tolerance if that happens!). It may also take us longer to get things through the post, but we are trying to limit our need for that as much as possible.

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