Financial advice provider disclosure statement

 

This Disclosure Statement provides you with important information about the financial advice services provided by Southern Cross Medical Care Society (“we” or “our”). This Disclosure Statement was prepared on 19 February 2026.


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

Nature and scope of our financial advice service

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

We can only provide financial advice on our health insurance, Cancer Assist, and Critical illness products (“Southern Cross products”).

Our nominated representatives are appointed to provide financial advice on behalf of Southern Cross Medical Care Society. They are only permitted to provide financial advice on Southern Cross health products sold by Southern Cross Medical Care Society. They do not provide advice on any other financial products.

You will need to consult an independent financial adviser if you need advice on how Southern Cross health products compare to the products of other insurance providers.

You don’t pay for advice

We don’t charge fees, expenses or other amounts for any financial advice given to you by Southern Cross Medical Care Society or its nominated representatives regarding Southern Cross health products.

Conflicts of interest and commissions or other incentives

How are our Nominated Representatives are remunerated?
Our nominated representatives are employees of Southern Cross Medical Care Society and are paid a salary. They don’t receive extra benefits, commissions, incentives, or bonuses for the individual sale of Southern Cross health products.

Referral commission
Southern Cross Medical Care Society has business arrangements with various third-party financial advisers to distribute and market Southern Cross health products.

If you take out one of our health products on offer through one of these third-party financial advisers, we will pay them a commission on an ongoing annual basis. Your financial adviser will provide you with specific disclosure on the commission they receive from Southern Cross Medical Care Society.

Duties Information

Southern Cross Medical Care Society and any of our nominated representatives giving financial advice on our behalf, must meet duties under the Financial Markets Conduct Act 2013 and the Code of Professional Conduct for Financial Advice Services (“the Code”). These duties include:

  • meeting the standards of competence, knowledge, and skill set out in the Code; and
  • meeting the standards of ethical behaviour, conduct, and client care set out in the Code; and
  • giving priority to your interests; and
  • exercising care, diligence, and skill when providing financial advice.

You can find a full copy of the Code here: Financial Advice Code

Complaints process and disputes resolution scheme

The complaints process below describes how Southern Cross Medical Care Society addresses complaints. If you are unhappy with our products or services, we want to hear from you so we can address your concerns.

How to make a complaint

You can make a complaint about our products or services with any of our representatives, by:

  • calling us on 0800 800 181 Monday to Friday
  • using our online complaints form
  • writing to us at: Complaints at Southern Cross, Southern Cross Health Society, Private Bag 99934, Newmarket, Auckland 1149, Freepost Authority 1440.

Our complaints process

Step 1: We will try to resolve your complaint the first time you contact us.
Step 2: If we can’t resolve it the first time you contact us, we will refer your complaint to the appropriate team.

They will acknowledge your complaint within two working days of the date they receive it (or as soon as they can). We will also let you know, by phone or email, how our complaints process works.

We aim to resolve complaints in a timely and fair manner, and we’ll keep you updated on our progress. We will keep you informed about the outcome of any investigation in a clear and open manner.

Step 3: If you’re not happy with our response, you can ask for your complaint be reviewed by our Member Relations Team. They will review and make a final decision and let you know what that is as soon as possible.

If you are still not satisfied, we can provide you with a letter of deadlock to confirm you have come to the end of our internal complaints process, so you can raise your complaint with our independent Dispute Resolution Scheme provider.

Disputes Resolution Scheme

We belong to the Insurance & Financial Services Ombudsman’s approved Dispute Resolution Scheme (IFSO Scheme). It is a free and independent dispute resolution service that can help if we can’t resolve your complaint.

If your complaint has been through our complaints process, and we have issued you with a letter of deadlock, and you’re still not satisfied with the outcome, you can refer your complaint to the IFSO Scheme for review.

You can contact the IFSO Scheme on 0800 888 202, email at [email protected] or www.ifso.nz or write to Insurance & Financial Services Ombudsman, PO BOX 10 845, Wellington 6143.

This statement was prepared on 19 February 2026.

Southern Cross Medical Care Society (trading as Southern Cross Health Society) Level 1, Te Kupenga, 155 Fanshawe Street, Auckland 1010.