In 2025, Resolution Life paid out $171 million in claims1 to over 3,091 customers across life, TPD, trauma and income protection. Insurance is a promise – to protect your clients when the unexpected happens.
Our claims approach
We understand that making a life insurance claim can be an emotional and challenging time for your clients and their families. When your clients need to claim, our focus is on making the claims process clear, fair, and consistent - so you can support them with confidence and certainty .
We’re here to support and guide your clients through the process. It’s all part of our commitment to giving New Zealanders confidence at every life stage.
How to make a claim
You can start a claim in a few simple steps on Make a claim - Resolution Life.
- Submit a notification
Lodge a claim through the MyResolution life portal or complete the relevant online form:
• Death notification
• Illness or injury notification - We’ll take it from there
We’ll contact your client to understand their situation and provide the required forms. - Ongoing support
A dedicated case manager will guide your client through each stage of the claim.
View the claims guide to understanding the RLA claims process and what to expect.
Claims at a glance (2025)
$171m paid in claims
96% of claims accepted
3,091 customers supported
Around $467,236 paid every day
Discover more about Resolution Life’s claim payments by visiting our 2025 claims paid data.
What you can expect
We aim to provide a consistent and transparent experience throughout the claims process, including:
- Clear communication at each stage of the claim
- Regular updates from a dedicated case manager, and
- Evidence-based, fair decision-making.
Supporting real client needs
The most common types of claims relate to heart and circulatory conditions and cancer, alongside other serious health issues such as respiratory conditions. This reflects the real risks many clients face.
Having the right cover in place can make a meaningful difference when it’s needed most.
Our claims approach
We understand that making a life insurance claim can be an emotional and challenging time for your clients and their families. We’re here to support and guide your clients through the process. Our duty to all our customers is to be fair, honest, and reasonable, and to handle all claims in a professional, sensitive, and timely manner.
Fair Conduct Programme
Resolution Life’s Fair Conduct Programme (FCP) sets out our approach to what fair treatment of our customers looks like across the customer lifecycle (what the customer sees) and our organisation-wide functions (behind the scenes). It provides a framework for our expected behaviours and conduct, including supporting informed decision-making, ensuring products and services meet customer needs, and responding to claims, complaints, and information requests in a timely and professional manner. You can learn more about our Fair Conduct Programme at resolutionlife.co.nz/fair-conduct-programme.
1 Claims and acceptance rates across all benefit claim types submitted to Resolution Life Australia in 2025 (advised and direct).
Important information
The content of this website is for information only, it does not contain any financial advice or other professional advice or make any recommendations about a financial product or service being right for you. The information provided by Resolution Life Australasia Limited ABN 84 079 300 379, NZ Company No. 281363, AFSL No. 233671 (Resolution Life), is of a general nature and does not take into account your objectives, financial situation or needs. Before taking any action, you should always seek financial advice or other professional advice relevant to your objectives, financial situation and needs, as well as consider the policy document for the product. Any guarantee offered in the product is only provided by Resolution Life.
Resolution Life does not make any representation or warranty as to the accuracy, reliability or completeness of material on this website nor accepts any liability or responsibility for any acts or decisions based on such information.
Resolution Life can be contacted at resolutionlife.co.nz/contact-us or by calling 0800 808 267.
