Important Information

Liv Life Limited (FSP728051, trading as LiveLife insurance) holds a class 2 licence issued by the Financial Markets Authority to provide financial advice. Liv Life Limited provides advice to our clients about their life insurance, health insurance, disability Insurance, Kiwisaver and investments. Liv Life limited provides financial advice in relation to these financial advice products. We only provide financial advice about products from certain providers: For Life, trauma and disability insurance, we work with five companies – AIA, Asteron Life, Cigna, Fidelity Life and Partners Life. For Health insurance, we work with five providers – Accuro, AIA, NIB, Southern Cross and Partners Life. For Kiwisaver and managed funds, we work with Booster, Generate, Milford, NZ Funds, Pathfinder. In providing you with financial advice, we will not provide advice on existing whole of life or endowment products, so you will need to consult a specialist if you would like advice on those products.

Liv Life Limited works on a referral basis with Blanket Insurance to provide house, car & contents Insurance.

We also refer to the following companies, Tower Insurance, Cactus Insurance

Fees and expenses

Liv Life Limited does not charge fees, expenses or any other amount for any financial advice provided to its clients.

Conflicts of interest and incentives

Liv Life limited receives commissions from the providers on whose products we give financial advice (insurers and investment/KiwiSaver providers). If you decide to take out insurance or to take our investment/KiwiSaver advice, the provider will pay a commission to Liv Life Limited and to your financial adviser. The amount of commission is based on the amount of the insurance premium or the investment/ KiwiSaver balance, upfront commission and/or service fee may also apply depending on investment provider. From time to time, product providers may also reward us for the overall business we provide to them. They may give us tickets to sports events, hampers, or other incentives. To ensure that our financial advisers prioritise our clients’ interests above their own, we follow an advice process that ensures our recommendations are made on the basis of each client’s goals and circumstances. All our financial advisers undergo annual training about how to manage conflicts of interest. We maintain registers of conflicts of interests, and the gifts and incentives we receive. Liv Life limited monitors these registers and provides additional training where necessary. Liv Life Limited performs an annual review of our compliance programme.

Complaints Handling and disputes resolution

If you are not satisfied with our financial advice service you can make a complaint by emailing olivia@livelife.nz or by calling: 021 308 420. You can also write to us at: PO BOX 90541, Victoria Street West, Auckland 1142. When we receive a complaint, we will consider it following our internal complaints process:

  • We will consider your complaint and let you know how we intend to resolve it. We may need to contact you to get further information about your complaint.

  • We aim to resolve complaints within 10 working days of receiving them. If we can’t, we will contact you within that time to let you know we need more time to consider your complaint.

  • We will contact you by phone or email to let you know whether we can resolve your complaint and how we propose to do so. If we can’t resolve your complaint, or you aren’t satisfied with the way we propose to do so, you can contact Financial Services Complaints Limited (FSCL) on 0800 347 257. FSCL provides a free, independent dispute resolution service that may help investigate or resolve your complaint, if we haven’t been able to resolve your complaint to your satisfaction. You can contact FSCL Disputes Resolution Scheme by emailing complaints complaints@fscl.org.nzor by calling: 0800 347 257. You can also write to them at: PO Box 5967, Wellington 6140.

Duties information

Liv Life Limited and anyone who gives financial advice on our behalf, have duties under the Financial Markets Conduct Act 2013 relating to the way that we give advice. We are required to:

  • give priority to your interests by taking all reasonable steps to make sure our advice isn’t materially influenced by our own interests

  • exercise care, diligence, and skill in providing you with advice

  • meet standards of competence, knowledge and skill set by the Code of Professional Conduct for Financial Advice Services (these are designed to make sure that we have the expertise needed to provide you with advice)

  • meet standards of ethical behaviour, conduct and client care set by the Code of Professional Conduct for Financial Advice Services (these are designed to make sure we treat you as we should, and give you suitable advice). This is only a summary of the duties that we have. More information is available by contacting us, or by visiting the Financial Markets Authority website at www.fma.govt.nz.