Frequently Asked Questions

Who can be covered?

Cover is available to all New Zealand residents aged between 50 and 85 at the time of application.

A New Zealand resident is someone living in New Zealand who holds a New Zealand passport, a permanent residency visa or is an Australian passport holder.

What is Funeral Cover?

It’s insurance that can pay out a lump sum on your death. You can nominate a beneficiary to receive the funds, which they will normally get within 48 hours of the claim being accepted.

The money is tax free and can be used for any purpose, such as funeral services, catering, and travel and accommodation for family members.

Acceptance is guaranteed if you meet the eligibility criteria, and you can choose a benefit of between $5,000 and $30,000. Premiums depend on the cover level you want, your age, gender and smoking status. There is a 10% discount for joint policies if you buy it with a partner. Premiums don’t increase with age, but they will decrease by 5% every five years.

You should refer to the policy wording for full details of all terms and conditions.

What is not covered?

In the first 24 months you’re only covered for death as a result of Accidental Injury. If your death is caused by something else in the first 24 months we’ll refund your premiums paid.

What is involved in applying for Funeral Cover?

Acceptance is guaranteed, if you meet the eligibility criteria, so there are no medical or underwriting questions to answer. We’ll just need some personal information and the amount of cover you’d like to buy. Once the application is completed you’ll be covered immediately.

What happens if I don’t nominate a beneficiary or have a joint policy owner?

If there isn’t a separate Policy Owner or Nominated Beneficiary named on the policy, and the amount payable on all insurances (with Cigna) is over $15,000, we will require a certified copy of probate or letters of administration (where you don’t have a will). Probate or letters of administration are legal documents stating who is entitled to the estate. They are obtained through the High Court and are normally applied for by a lawyer. If you have any questions regarding probate or letters of administration, please contact your lawyer or Trust Company.

Is granted by the court recognising a will as authentic and authorising the appointment of the executor to act and administer the deceased‘s estate.

Letters of Administration
Are the documents required when the life insured dies and either doesn't have a will or has left a will that cannot be proven (for example, if the will's executor has died).
The administrator is appointed by the High Court and the letters of administration document states that they have authority to administer the Estate.

When will my policy end?

The Policy will end when any one of the following happens:

  • your premiums remain unpaid for three consecutive months. Cover stops from the date that the last paid premium provided cover to
  • you cancel your policy
  • if you die.

How do I make a claim?

The first step in making an insurance claim is to contact Cigna directly. Our team will guide you through the claims process, beginning with giving you clear information on your policy and sending out any required forms for your claim. You can call us free on 0800 99 77 00, or email us at

What type of information will I need to provide when making an insurance claim?

The information you need to provide when making a Funeral Cover claim will vary depending on who owns the policy. We will send you a claim form when you contact us, and we’ll describe in detail the information you need to provide. Along with your claim form we'll need a death certificate. We'll also need the policy summary, proof of any nominated beneficiary's identity and (depending on who owns the policy) a copy of the will.

What happens once I have returned the claim form?

Once we are satisfied that you’ve provided all the information that we need, we will assess your claim immediately. If your claim is approved we’ll usually make the payment to your account within 48 hours of receiving your paperwork. We will keep you updated as we process the claim, but if you have any questions you can call us on 0800 99 77 00.

How do I know if I have a valid claim?

Our claims team are here to help. You can call us on 0800 99 77 00 or email and we will look into your policy details and help you decide if your specific circumstances may be covered.

What payment options are available?

You can pay for your cover by Direct Debit, Visa or MasterCard debit or credit card. Premiums can be paid fortnightly, monthly, half-yearly or annually.

Can I cancel my policy?

If you are not entirely satisfied with your policy and want to cancel it, you can do this by calling us on 0800 99 77 00.

If it is within 30 days of receiving your policy documents we'll refund your entire premium. If it's after 30 days, we will not refund any premiums.

Can I reduce or increase my cover?

Yes. You can reduce or increase your requested insurance cover at any time. If you wish to increase cover, be aware that the increase will be subject to new terms and conditions. Please refer to the “Increases to Funeral Benefit” section of the policy wording.

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 for a free copy.

What if I delete the email with all my documents?

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

Can I have a printed copy of my documents?

Sure! The documents can be printed and posted to you on request.

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 9158777 if you are overseas), or email us on 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.

Also, Cigna are members of the Insurance and Financial Services Ombudsman (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 this 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

Who arranges this insurance?

The Insurance is provided and underwritten by Cigna Life Insurance New Zealand Limited (Cigna). Only Cigna can approve and accept your Policy and will be responsible for administration, all claims and other matters relating to your Policy.

Progressive Enterprises Limited (Countdown) and its related companies do not guarantee the obligations of the insurer/underwriter, Cigna, and will not be liable if Cigna refuses to pay a claim.

Countdown may receive a commission while your Policy remains in force.

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 290,000 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.

Financial Strength
Cigna Life Insurance New Zealand Limited, as the underwriter of this Policy, has an A (Excellent) financial strength rating which was given by A.M. Best Company Inc.

The rating scale is: A++, A+ Superior | A, A- Excellent | B++, B+ Good | B, B- Fair | C++, C+ Marginal | C, C- Weak | D Poor | E Under Regulatory Supervision | F In Liquidation | S Suspended. For more rating information visit