FAQs

Getting started with etika 

Who is etika?

etika provides the loan required for the purchase of your Apple Watch that forms a part of the AIA Vitality Apple Watch benefit. If you have any questions on the services we provide, just call us on 0800-FAIRER (324737) or email us if it’s outside normal business hours. 

How long does the loan application process take?

As long as you fit the following criteria and meet our lending criteria, the sign-up process is quick and easy.
  • AIA Vitality members who hold a New Zealand citizenship, permanent residence or an acceptable work visa for New Zealand. Note: Non-citizens and non-permanent residents (with a New Zealand work visa) may still apply for the Apple Watch Benefit but may be required to supply further information to complete the application
  • You are over 18 years old and have a verifiable and valid ID
  • You have a valid and verifiable email address and mobile phone number
  • You have a valid New Zealand Visa or Mastercard Credit/Debit card and you are capable of entering into a legally binding contract 
Before taking out a loan with etika, it’s important for you to consider your financial commitments and make sure that you can afford this purchase.

Once you submit the application, we'll provide you with a decision as soon as possible

Why we collect and use your personal information?

We only collect, hold and disclose information about you where it is reasonably necessary for us to perform our business activities or required by law.

We take information security seriously and have processes in place to ensure that your private information is secure.

If you would like more information on our approach to privacy or about the way we manage your personal information please refer to our Privacy Policy.

When will my first payment be taken?

It will be after your first month of activity tracking with AIA Vitality is complete. We will also send you an email when you sign up, specifying when exactly your first payment needs to be made.

What fees do etika charge?

We do not charge you any interest or fees. You only need to repay us your loan in 24 monthly instalments. No surprises!

Please note your card issuer may charge interest or other charges for paying loans with a credit card. We recommend speaking to your card issuer for further information.

Is this a secure payment method?

We can assure you that we maintain the highest standards of data protection and employ industry-standard and bank-level SSL encryption, as well as a world-class firewall service to protect your data and perform fraud checks to protect your identity.

We take information security seriously and have processes in place to ensure that your private information is secure. We will never sell your information to a third party or ask for your bank account details via email or over the phone. If you receive such a request please contact us immediately.

If you would like more information on our approach to privacy or about the way we manage your personal information please refer to our Privacy Policy.

Why did my account or loan application fail? 

It could be for a number of reasons;
  • You do not hold New Zealand citizenship, permanent residence or have an acceptable New Zealand work visa, or we need further information
  • You are not over 18 years old and do not have a verifiable and valid ID
  • You do not have a valid and verifiable email address and mobile phone number
  • You do not have two verifiable and valid forms of New Zealand ID. You would have received an email from us with contact information of the credit reporting agency. If you have any further questions or want to have your ID verified by different means, please contact the relevant agency
  • You do not have a New Zealand debit or credit card
  • You did not pass our credit check. We perform a credit check on all etika customers. If your application is refused, it means the information held about you by our credit reporting agency does not meet our lending criteria. Or, it could mean that you do not have a substantial enough credit file yet. You would have received an email from us with contact information of the credit reporting agency if you have any further questions

Does signing up affect my credit rating?

We commit to being an ethical credit provider which means we take a few things into consideration when assessing your application, including performing a credit check. The credit check we perform will be recorded on your credit file as a credit enquiry in accordance with our terms and conditions.

Like with any form of credit, failing to meet your repayment obligations may result in a credit default being registered against you which may impact your future eligibility for credit.

Payments

I don’t agree with the AIANZ Vitality Points I received this month or the contribution I received.

If you have any concerns with your AIA Vitality weekly physical activity Points or the co-contribution to your loan that was made by AIANZ, you should always contact AIANZ first on 0800 242 888.

What happens if I cannot afford to make a payment? 

If you are experiencing financial difficulties, our team can offer support and assistance to help you manage your payment obligations for your etika account.

As long as you keep us informed about your circumstances, we can work together to find a solution. Please keep in mind the sooner you let us know, the easier it will be for us to work towards an outcome.

Just call us on 0800-FAIRER (324737) or email us if it’s outside of business hours.

Can I make an early payment or pay out my loan in one go?

Of course. The 'Make payment' button in your account lets you make a payment any time before an instalment is due, but your remaining instalments dates will stay the same – unless you make a request to move these dates. 

If you would like to bring other instalment dates forward or if you want to pay out the full remainder of your loan, just call us on 0800-FAIRER (324737).

Please note that you will need to do this more than 24 hours before an instalment is due.

When will my first payment be taken?

We will send you an email when you sign up, specifying when exactly your first payment needs to be made. This will be the month following activation.

What happens if a payment fails?

If your scheduled payment has failed, we'll let you know via email and SMS.

You can also log into your account or the app and process a one-off payment by logging in and clicking 'Make payment' next to your overdue payment, then just follow the prompts.

If you need to update your payment method and add a new card you can do that on the Home screen too, by clicking on 'Add new card'.

If you're worried you won't be able to make a payment, give us a call on 0800-FAIRER (324737) and we'll try and sort something out. Or email us if it’s outside of business hours.

What happens if my card is lost or stolen?

If you have a payment due with us we can take it from an alternate card stored on your account. You will need to log into your account and set your other card as the primary payment option. If your lost or stolen card is the only one on our system but you do have another card, you can add this extra card to the system and we can take your payment from that one. Remember, we only accept a Mastercard or Visa card issued by a New Zealand financial institution.
  • You can update your payment details by logging in and clicking on 'Add New Card' on the Home screen
  • You can select 'Primary' if you want to use this card as your preferred payment method for future transactions   
  • Once you have found your card again or received a new one, you can update the details of your preferred card in your account by selecting 'Primary' again for that card
If you've got a payment coming up but you don't have any way to pay – just call us on 0800-FAIRER (324737) or email us if it’s outside of business hours.  

We will try to sort something out with you.

What are the impacts when paying for my loan via credit card?

We do not charge any additional amounts for payment of loans from a credit card.

We encourage you to check with your card issuer (bank), as they may see these payments as cash advances, which may incur a fee and interest charges from the date of payment.

We would also like to make you aware that any payments made from a credit card which are not paid off during any interest free period, may also be subject to interest from your financial institution.

If you require further clarification of the impacts of paying with a credit card, please contact your financial institution directly.

Disputes and Complaints

If you have a concern with your AIA Vitality activity Points or the co-contribution to your loan that was made by AIANZ, you should always contact AIANZ first on 0800 242 888.

For any complaints regarding etika services, please email us to lodge a dispute.

Login and account access

Why can’t I log in?

If you can’t remember which email address you used, try searching your inboxes for any emails from us.

The emails will come from support.nz@etika.com.

If it’s your password that’s the problem, just click on 'Forgot password?' to create a new one.

If none of the above works, just call us on 0800-FAIRER (324737) and we can solve it for you, no problem.

I’m not getting an email to reset my password

Make sure that, if you have multiple email addresses, that you are using the email address you provided when you made your first etika purchase. If you can’t remember which email address you used, try searching your inboxes for any emails from us.

Another option is that it could have ended up in your junk mail. If all else fails – just call us on 0800-FAIRER (324737) or email us if it’s outside of business hours.

Managing your account

How do I change my email, mobile or address details?

Just log in to your account and click on the green person icon in the upper right corner of the screen. Then select the ‘account’ option in the dropdown. Then just change what needs to be changed and it should be all done!

Any issues, just call us on 0800-FAIRER (324737).

How do I add or remove a card?

You can always add a new card to your account by clicking on ‘Add new card’ in the ‘Wallet’ section on the home page.

One of your cards will always be listed as your 'Primary' card. This is the card any due payments will be taken from. You can add a new card to your account at any time.

If you have any questions, just call us on 0800-FAIRER (324737) or email us if it’s outside of business hours.

I suspect my account has been accessed by someone else, what should I do?

If you suspect that your account has been accessed by someone other than yourself, please notify us immediately by calling 0800-FAIRER (324737) or email us if it’s outside of business hours.

We also suggest you change your password as soon as possible, by clicking on 'Forgot your password?'

Have a question?

Our office hours are Monday to Friday from 8am to 5pm (NZDT).

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