The short version
- We collect personal information so we can give you mortgage, lending, insurance, KiwiSaver and investment advice, and meet our legal obligations.
- We only share it with the people needed to deliver that service — such as banks, lenders, insurers and providers you choose — or where the law requires.
- We never sell your personal information.
- You can ask to see or correct the information we hold about you at any time, free of charge.
- Questions? Email our Privacy Officer at rowena@lifeprotectorlimited.com.
Who we are
Life Protector Limited ("we", "us", "our") is a New Zealand financial advice provider registered on the Financial Service Providers Register (FSP 109291). We provide advice on home loans, personal and car loans, debt consolidation, business lending, personal risk insurance, KiwiSaver and investments.
We are committed to handling your personal information in line with the Privacy Act 2020 and its Information Privacy Principles. This policy applies to personal information we collect through our website (lifeprotectorlimited.com), our online application form and chat assistant, by phone, email, social media, in person, and from third parties.
Information we collect
We only collect the information we need to provide our services and meet our legal obligations. Depending on the service you're interested in, this may include:
| Category | Examples |
|---|---|
| Identity & contact | Full name, date of birth, phone, email, residential address, identification documents (passport, driver licence) |
| Residency | Citizenship, visa and residency status — relevant to lending and insurance eligibility |
| Employment & income | Employer, occupation, employment type, salary, payslips, business financials |
| Financial | Bank statements, assets, liabilities, expenses, credit history and credit reports, KiwiSaver and investment details |
| Property | Property ownership, purchase details, valuations, sale and purchase agreements |
| Insurance | Existing policies, claims history, and — with your consent — health, medical, lifestyle and family history information needed for insurance applications |
| Family & dependants | Details of partners, dependants and beneficiaries where relevant to your advice |
| Website & communications | Form submissions, chat messages, booking details, correspondence and records of our conversations with you |
Some of this — particularly health information — is sensitive. We collect it only when needed for the advice or product you've asked for, and treat it with extra care.
If you choose not to provide information we ask for, we may not be able to give you advice or help you apply for a product.
Where you give us information about another person (for example, a partner or co-borrower), please make sure they know you're sharing it and that they can read this policy.
How we collect it
Directly from you
Most information comes straight from you — when you complete our online application form, chat with our website assistant, book a consultation, email or call us, message us on social media, or meet with us.
From third parties
With your authority, or where the law allows, we may also collect information from:
- Banks, lenders and mortgage providers
- Insurance companies and underwriters
- KiwiSaver and investment providers
- Credit reporting agencies
- Employers, accountants, solicitors and conveyancers
- Real estate agents and valuers
- Referrers, and family members acting on your behalf
- Government agencies and publicly available sources
When we collect personal information about you from someone else, we take reasonable steps to let you know — including what we collected, why, who it may be shared with, and your rights to access and correct it — unless an exception under the Privacy Act applies (Information Privacy Principle 3A).
Why we collect it
We use your personal information to:
- Understand your needs and goals, and provide financial advice that suits your circumstances
- Assess your eligibility for loans, insurance, KiwiSaver and investment products
- Prepare, submit and manage applications with providers on your behalf
- Verify your identity and carry out customer due diligence under the AML/CFT Act 2009
- Keep records of our advice as required by the Financial Markets Conduct Act 2013 and our licence conditions
- Support you with insurance claims and changes to your products
- Provide ongoing service, including mortgage and insurance reviews
- Respond to your enquiries and book appointments
- Send you relevant information about our services, where you haven't opted out (see Marketing)
- Improve our website, services and client experience
- Meet our legal, regulatory, audit and compliance obligations
We will not use your information for a purpose unrelated to the reason we collected it unless you agree or the law allows.
Website, chatbot & cookies
Online application form
Information you submit through our application form is sent securely to us and used to contact you and assess your enquiry. Submitting the form does not commit you to anything.
Chat assistant
Our website chat assistant is an automated tool that helps answer common questions and collect your enquiry details. Messages you send are processed by our automation platform and may be handled by third-party artificial intelligence service providers, some of which may be located overseas. Please don't share sensitive details (such as health or bank account information) in the chat — a human adviser will follow up with you for anything detailed.
Booking a consultation
When you book an appointment, you use Calendly, a third-party scheduling service. Calendly collects the details you enter under its own privacy policy and passes them to us.
Cookies
Cookies are small files stored on your device. Our website may use cookies that are necessary for it to work. Third-party services embedded in or linked from our site — such as booking tools, fonts, and social media platforms — may set their own cookies. If we introduce analytics or advertising tools (for example, to understand how visitors use our site or to measure our advertising), we will update this policy. You can block or delete cookies through your browser settings, although some parts of the site may not work as intended.
Links and social media
Our site links to our Facebook, Instagram, TikTok and YouTube pages and other third-party websites. We are not responsible for their privacy practices — please review their policies when you visit them.
Storage & security
We take reasonable steps to protect your personal information from loss, unauthorised access, use, modification or disclosure, and other misuse. These include:
- Storing client records in secure, access-controlled, cloud-based systems
- Password protection and multi-factor authentication on our business systems
- Limiting access to staff and contractors who need it for their role, under confidentiality obligations
- Encrypted connections (HTTPS) on our website
- Secure disposal of information we no longer need
No method of transmission over the internet is completely secure. If you have concerns about sending particular documents electronically, please contact us and we'll arrange a secure alternative.
Overseas disclosure
Some of our service providers — such as cloud storage, email, CRM, scheduling and AI providers — may store or process information outside New Zealand, including in Australia, the United States and other countries.
Before disclosing personal information overseas, we take reasonable steps to ensure it will be protected by safeguards comparable to those in the Privacy Act 2020, as required by Information Privacy Principle 12 — for example, by using reputable providers subject to comparable privacy laws or contractual protections.
How long we keep it
We keep personal information only for as long as we need it for the purposes described in this policy, or as required by law. In particular:
- Records of advice and client files are kept for at least seven years, in line with our financial advice provider licence obligations
- Identity verification and transaction records are kept for at least five years after our relationship ends, as required by the AML/CFT Act 2009
When information is no longer needed, we securely delete or destroy it.
Your rights
Under the Privacy Act 2020 you have the right to:
- Access the personal information we hold about you
- Request correction of information you believe is inaccurate, out of date or incomplete — and if we don't agree to correct it, ask us to attach a statement of the correction you sought
- Ask questions about how your information is collected, used and shared
- Complain if you believe your privacy has been breached
To make a request, contact our Privacy Officer using the details below. We may need to verify your identity first. We'll respond as soon as reasonably practicable and no later than 20 working days after receiving your request. There is no charge for requesting access or correction.
In limited circumstances the Privacy Act allows us to withhold information — if so, we'll explain why.
You can also request access to your credit information directly from New Zealand credit reporting agencies.
Marketing
We may contact you with information about reviews, products and services that may interest you — such as when your fixed home loan rate is due to expire or your insurance is due for review. We comply with the Unsolicited Electronic Messages Act 2007.
You can opt out at any time by using the unsubscribe link in our emails, replying "STOP" to a text message, or contacting us. Opting out of marketing won't affect important communications about your existing products or advice.
Privacy breaches
If a privacy breach occurs that has caused, or is likely to cause, serious harm, we will notify the affected individuals and the Office of the Privacy Commissioner as soon as practicable, as required by the Privacy Act 2020. We will also take steps to contain the breach and reduce any harm.
Complaints
If you have a concern about how we've handled your personal information, please contact our Privacy Officer first. We'll acknowledge your complaint promptly, investigate, and let you know the outcome.
If you are not satisfied with our response, you can complain to the Office of the Privacy Commissioner:
- Online: privacy.org.nz
- Phone: 0800 803 909
- Post: PO Box 10094, Wellington 6143
For complaints about our financial advice more generally, please see the complaints process in our Disclosure Statement.
Changes to this policy
We may update this policy from time to time to reflect changes in the law, our services or how we handle personal information. The latest version will always be on this page, with the effective date shown at the top. Where changes are significant, we'll take reasonable steps to let our clients know.
Contact us
For any privacy question, access or correction request, or complaint, contact: