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General FAQs

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

Countdown is no longer selling Countdown Insurance Products. 

If you are an existing policy holder for the following Countdown Insurance products and have a question about your existing policy, Cigna will continue to manage your policy.  Please contact Cigna on 0800 99 77 00 or email: contactus.nz@cigna.com

Click on the links to read the policy wording specific to the insurance product.

For Pet Insurance enquiries, if you are an existing policy holder, Southern Cross will continue to manage your policy.  Please phone Southern Cross on 0800 800 836

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When and how do I get my documents?

Your personalised documents will be emailed to you shortly after you buy your policy. If you haven't received them in 24 hours please call us on 0800 99 77 00. You'll need Adobe Reader to view your documents. Click here to download a free copy.

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What if I lose all my documents?

If you accidentally delete the email, you can call us on 0800 99 77 00 and we can re-send the email.

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Can I have a printed copy of my documents?

Sure! The documents can be printed and posted to you on request. Call on 0800 99 77 00.

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Can I reduce or increase my cover?

Yes you can reduce your insurance cover at any time. As Countdown Insurance products are no longer being sold, unfortunately you are unable to increase your Countdown Policy Cover. However, please phone 0800 99 77 00  and the team will discuss options with you that best meets your requirements. For any further inquiries on your policy, please call 0800 99 77 00 .

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How do I make a complaint?

If you have a complaint we are happy to discuss it. Please call us on 0800 99 77 00 (or +64 4 915 8777 if you are overseas), or email us on complaintsandquality.nz@cigna.com. Our 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 Consultant will personally take on your case and get in touch with you.

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

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.org.nz
Website: www.ifso.nz

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Who is Cigna?

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

We've been operating in New Zealand for more than 90 years, and now protect over 295,000 New Zealanders with our 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.

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Financial strength

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

For more information visit: http://www.ambest.com/ratings/guide.pdf

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How to make a claim

For more information on how to make a claim please click here

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Countdown Insurance
is backed by Cigna Life
Insurance New Zealand

Cigna is a leading specialist provider of insurance products and services with over 90 years of insurance experience.