Southern Cross Medical Care Society holds a licence issued by the Financial Markets Authority to provide a financial advice service. You can check our financial services registration at fspr.govt.nz.

Limitations on the nature and scope of our financial advice service

Our financial advice service is intended to help you decide which Southern Cross product may best suit your needs.

Only those of our employees who have been appropriately trained and nominated by us are able to provide financial advice (these are our “nominated representatives”). Their advice is limited to recommending Southern Cross health insurance products or plans (or changes to your current plan). They cannot advise you on products offered by other providers.

We recommend that you consult an independent adviser if you need advice on how to choose from a range of different providers’ products.

No fees

Our financial advice service is provided free of charge.

Conflicts of interest and prioritising your interests

Our nominated representatives are required to act in an ethical and transparent way. To ensure they prioritise your interests, before giving advice on any of our products they will ask about your particular health insurance needs, financial situation and goals. Any recommendations they make will take account of relevant information that you provide. For employer groups, this includes relevant information about the group of employees that would be covered under an employer group plan.

We provide ongoing training to our nominated representatives and undertake regular checks to ensure that the financial advice they provide is appropriate and meets our legal obligations.

Our nominated representatives are also required to comply with our conflicts of interest policy. This includes a requirement to raise any actual, perceived or potential conflict of interest with their manager or other senior staff member so that it can be resolved appropriately.

Complaints process and disputes resolution scheme

If you’re dissatisfied with the financial advice service provided by or on behalf of Southern Cross, you can raise your concern directly with any of our nominated representatives, or by:

• calling us on 0800 800 181
• using our online complaints form
• writing to us at: Complaints at Southern Cross, Southern Cross Health Society, Private Bag 99934, Newmarket, Auckland 1149.

We’ll acknowledge receipt of your complaint within two working days of the date we receive it (or if it is not practicable to do so, as soon as practicable after that time). We’ll aim to resolve your concerns in a transparent and timely manner and we’ll keep you informed of our progress.

If you’re unhappy with our response, you can request that your complaint be reviewed by our Chief Operating Officer. The Chief Operating Officer will review and make a final determination in respect of your complaint, which will be communicated to you as soon as possible.

Still not satisfied?

If your complaint has been fully investigated by us and you’re not satisfied with the outcome, you can refer your complaint to the Insurance & Financial Services Ombudsman (IFSO) for review.

The IFSO Scheme is a free and independent service designed to help resolve disputes between financial service providers and their customers. You can contact IFSO:

• By telephone, on 0800 888 202
• By email at [email protected] or at www.ifso.nz
• By writing to: Insurance and Financial Services Ombudsman, PO BOX 10 845, Wellington 6143.

Our duties

Southern Cross and its nominated representatives are bound by the duties set out in the Financial Markets Conduct Act 2013 to:

• give priority to your interests (by taking reasonable steps to ensure that our financial advice is not materially influenced by our own interests)
• exercise care, diligence and skill in providing advice to you; and
• meet the standards of ethical behaviour, conduct, client care and competence, knowledge and skill set out in the Code of Professional Conduct for Financial Advice Services. These standards are designed to make sure we treat you as we should and give you suitable advice. The Code of Conduct standards can be read here: fma.govt.nz.