Working With Us Guide & Disclosure

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Licensing Information and Contact

Supercity Insurance Ltd (FSP749451), trading as Jaime James Financial & Insurance, is a Financial Advice Provider, which holds a Class 2 licence by the Financial Markets Authority to provide financial advice.

Address: Level 8, 139 Quay Street, Auckland 1010
Email: clientcare@jaimejames.com
Website: www.jaimejames.com
Phone: 021 527 069

About Us

We’re a team who genuinely cares about helping people feel more confident and in control of their financial lives. Our role is to simplify the complex, protect what matters most, and guide you toward long-term clarity, confidence and security.

Working with us means receiving honest advice, thoughtful support and a strategy designed to help you make smarter decisions with less stress and greater peace of mind.

Our Track Record

Trust is essential in financial advice, and we take that responsibility seriously. We’re proud to confirm that we have no professional indemnity insurance claims, no negligence claims, no dispute resolution matters, and no disciplinary actions on record.

Simply put: our track record is clean, and we’re committed to maintaining the highest standards of professionalism and care.

Our Services & Scope of Advice

We provide financial advice to help you make informed decisions about your financial wellbeing. Our advice is tailored to your personal goals, circumstances and priorities.

We specialise in:

  • Financial Mapping – a high-level overview to help you understand your current financial position and future possibilities.
  • Insurance – personal insurance advice including Life, Trauma, Income Protection, Mortgage Protection and Health.
  • KiwiSaver – guidance on fund, provider and contribution strategies.


We can also expand our conversations to include:

  • General financial management such as spending plans, debt reduction and cashflow awareness
  • Guidance on property portfolios
  • Business insurance including Key Person cover, Shareholder Protection and Loss of Revenue
  • Professional referrals to trusted specialists (e.g. legal, accounting, mortgage and specialist insurance advisers)

We provide financial advice about products from the following companies:

  • Personal insurances:    AIA, ChubbLife, Asteron, Fidelity, PartnersLife
  • Medical insurances:     Southern Cross, PartnersLife, AIA, nib
  • KiwiSaver products:     Booster, Generate, Milford

We do not provide advice on life investment products such as whole-of-life, endowment, unit-linked insurance, or insurance bonds. If required, we can refer you to a specialist who works in these areas.

Fee for Service

Our professional fees are straightforward and fully transparent. Your initial phone call is complimentary. If you choose to proceed with tailored advice, we will agree on the fees upfront before any work begins – so you always know what to expect.

Depending on your preference, we can provide advice under either a fee-for-service model or a commission model. You may choose to pay a fixed fee or hourly rate, or you may prefer that we are paid by commission from the insurer or KiwiSaver provider if you implement our recommendations. Most clients choose the commission option, as this means there is no direct cost to you.

All fees or commissions will be disclosed and agreed with you before any advice is provided.

Fee Snapshot (GST-Exclusive)

  • Financial Mapping * $2500
  • Insurance Planning & Implementation ^ we offer two fee models
  • KiwiSaver $150
  • Hourly rate - where a fixed fee is not practical, we charge an hourly rate: $350

* Financial Mapping fee may vary depending on complexity, time and resources required.
^ Commission Model (no direct cost to you): Ideal for clients who prefer to implement any new Life, Trauma, Medical or Income Protection insurance - the insurer pays us a standard commission - meaning there is no fee payable by you. This allows clients to receive high quality advice without upfront cost.
^ Fee-For-Service model (hourly): Ideal for clients who prefer a direct fee structure, we charge our hourly rate


Flexible and Tailored
Your financial journey may begin with Financial Mapping or Insurance Strategy and naturally expand into KiwiSaver or other advice areas. Our services are designed to remain flexible and responsive to your needs as we progress.

Engaging With Us

Clear communication and trust sit at the heart of every great client relationship. When you work with us, you’re not just receiving financial advice – you’re partnering with a team who genuinely cares about your wellbeing, clarity and long-term security.

Flexible Consultation Options

Our advisers are available to provide specific, tailored advice based on your needs. If you require a meeting outside standard business hours or prefer a face-to-face consultation, a modest $150 surcharge may apply to cover additional time and travel.

Duties information

Jaime James Financial & Insurance Advisers, and anyone who gives financial advice on our behalf, have duties under the Financial Markets Conduct Act 2013 relating to the way that we give advice.  We are required to:

  • Treat you fairly
  • Act with integrity
  • Provide financial advice which is suitable for you
  • Protect your privacy and confidential information
  • Maintain the competence and skill to deliver advice in our area of expertise
  • Maintain the ethical and behavioural standards and duties of care required by NZ law.

This is only a summary of the duties that we have. More information is available by contacting us, or by visiting the Financial Markets Authority website at https://www.fma.govt.nz.

Other Interests and Relationships

Our advice is always given in your best interests. While we have access to a wide range of product providers, we generally work with a select group that we believe offer strong value, reliability and long-term benefits for our clients.

We are not bound by any commercial contracts or arrangements that would create a conflict of interest or influence the advice we give you. All recommendations are based solely on what we consider to be most suitable for your needs.

We do not operate a trust account and we do not handle client funds. All payments are made directly to the relevant service provider, ensuring transparency and financial integrity in the way we operate.

Commissions & Fees

For General insurance referrals, Jaime James Financial & Insurance (JJFI) may receive an initial and ongoing commission from Tower Insurance, PIC Insurance Brokers, Apex Insurance and O’Connor Warren Insurance Brokers.  For lending referrals, JJFI may receive a referral commission from the Mortgage Adviser.  We don't receive any commission or fees from any Lawyer or Accountant or Investment Advisers we refer you to.

For personal insurance, our preference is to be paid via brokerage/commission, as this typically results in no direct fee for you. We only receive a commission if you choose to implement the recommendations we provide.

Once the underwriting process is complete and we know the insurer, structure and terms available to you, the gross amount of commission payable to JJF&I will be disclosed to you before any product is implemented.

As a general indication, we receive standard commission terms from all insurers. We do not have preferential arrangements that would give us higher commissions than any other adviser. All recommendations are based on suitability for your needs, not on commission.

The Work Completed Before Your Policy Begins

Arranging personal insurance involves substantial work before a policy is issued. On average, our team invests 7–9 hours per client before a policy starts. This may include:

  • High-Level Insurance Strategy Financial Mapping
  • Understanding your goals and preferences
  • Analysing existing policies
  • Researching and comparing insurer options
  • Preparing recommendations
  • Submitting and managing applications
  • Communicating with insurers and underwriters
  • Negotiating terms on your behalf
  • Preparing required documentation
  • Finalising the structure of your policy and implementation

Once your cover is in place, we continue to support you with policy reviews and claims support.

Early Cancellations and Clawbacks
Insurers have an industry-standard clause where, if a new policy is cancelled or reduced within the first 24 months premiums are paid, they may reverse (or “claw back”) all or part of the commission that was originally paid to JJF&I. If this occurs, we may charge a reasonable fee to recover some of the time, resources and work completed on your behalf. This is not a penalty - it’s simply the professional mechanism that helps recover the clawback we must pay, along with the time and services already delivered.

If you choose not proceed
If we have completed a full insurance analysis and provided tailored advice, but you choose not to proceed with any recommended cover, we may charge a fee of $700 + GST to recover some of the work completed.

If you are medically deferred, or if we recommend that you retain your existing insurance and do not implement new cover, we will not charge a fee.

For KiwiSaver, Jaime James Financial & Insurance might receive a one-time small commission when you open an account, plus a yearly stipend based on your balance.

Remuneration Note

Our advisers are paid a salary and are not remunerated directly by commissions or incentives.

All fees and commissions are paid to Jaime James Financial & Insurance (JJF&I). JJF&I uses this gross revenue to cover the operating costs required to run a compliant, professional advice business. JJF&I then meets its tax obligations on the net profit after expenses.

Any remaining profit (if any) may be distributed to Two Birds Trustee Limited and Jaime James.

Typically, potential conflicted remuneration for the Financial Adviser (Jaime James) represents approximately 25–35% of gross revenue in any given year.

It is important to note that what a client pays is not the same as what the Financial Adviser personally earns.

Fee for Service

Fees payable directly by the client to Jaime James Financial & Insurance (JJF&I) may apply for planning or consultation work. These fees are charged for our professional expertise and advice, not for product placement or brokering, unless specifically requested by you and agreed with JJF&I.

We will always provide an estimate of fees in advance, and where appropriate, we can agree to a fixed price before work begins.

If fees are to be paid, then:

  • The hourly rate is $350 + GST
  • Payment terms require settlement within 7 days of invoice, via direct credit to the JJF&I bank account

Confidentiality and use of Personal Information

  1. It is understood that any information gathered for a needs analysis and used in any associated advice reports and for insurance applications is personal and I undertake to keep this information confidential and secure.
  2. The Privacy Act 2020 gives you the right to request access to and correction of your personal information.
  3. The information will be held by me in my office address detailed in this document and my ‘Important Information About Me’ document and may be in paper format and/or electronic files and / or may be held remotely in secure electronic storage systems.  I am required to keep these records on file for a period of seven years or longer whether this engagement terminates or not.
  4. Information provided by you or any authorised agent, will be used by me and any members of my staff for the purpose of providing advice to you, marketing of other services I provide and may also be used by any:
  1. Product or service provider when researching, analysing, or implementing any of my recommendations or variations thereof;
  2. The Financial Markets Authority and/or any other regulatory body as required for audit or legislative purposes, compliance advisers, assessors or by any claims investigators who may need access to such information;
  3. Other professionals such as solicitors, accountants, finance brokers, financial planners when such services are required to complement this advice and as requested by you.
  4. Prospective and actual purchaser(s) if selling my business.

Termination of Engagement

You may terminate our engagement at any time by notifying us in writing. We may also terminate the engagement if:

  • A conflict of interest arises
  • Our fees are not paid
  • There is a valid reason we are unable to complete your instructions

If either party terminates the engagement, these terms will remain in effect. You will be responsible for paying for all services provided and any expenses incurred up to the date of termination.

Termination may also occur in the following situations:

  • You cancel all insurance policies
  • You remove us as your appointed KiwiSaver adviser
  • The principal transaction that formed the basis of our engagement is completed

We outline these conditions to ensure clarity for both parties throughout the engagement.

Complaints Handling and Dispute Resolution

The complaints process is:
What should you do if you’re unhappy with something?  If you have a problem, concern, or complaint about any part of our service or financial advice, please tell us as soon as possible so that we can try and resolve this for you to the best of our ability.  It is our intention to provide the best possible service we can for our clients and will do our best to try and resolve any complaint received as quickly and effectively as possible.  

So that we may try to fix the problem in the first instance, please contact Jaime James, Director of Jaime James Financial & Insurance on jaime@jaimejames.com | 021 527 069 | Level 8, 139 Quay Street, Auckland 1010

We will follow our internal complaint process:

  • We will consider your complaint and let you know how we intend to resolve it. Where possible, we try to resolve your complaint immediately.
  • If we are unable to resolve your complaint immediately, we will acknowledge your complaint within 2 business days. We may contact you to get further information about your complaint.
  • We aim to resolve complaints within 10 working days of receiving them. If we need more time to investigate your complaint, we will let you know when you can expect to receive a response to your complaint.
  • We will contact you by phone, email, or letter to let you know whether we can resolve your complaint and how we propose to do so.

If we are unable to resolve your complaint, or you aren’t satisfied with the way we propose to do so, it then becomes a dispute.

The Dispute Resolution process is:

  1. In the event of a dispute, you must notify us that the complaint is not resolved and is now a dispute.
  2. We will confirm in writing our internal complaints process, likely timeframes, and our Disputes Resolution Scheme which you can access at any stage should you choose to.
  3. Should we fail to handle the problem to your satisfaction within a reasonable time frame then the product providers themselves have internal complaints handling processes which you might wish to also access.  This means that if we have used a particular product that is connected to the issue at Dispute, you can contact the company that issued that product and have them attempt to resolve the matter as well.
  4. If these options fail to resolve the Dispute to your satisfaction, then you may take the matter to the Financial Dispute Resolution Services, of which we are a member.  We are bound by the outcome of that process.  You can choose to be bound by the outcome, but you can also choose to be free to pursue other legal avenues if you wish.

Financial Dispute Resolution Service can help you make a complaints by:

  • Online on https://fdrs.org.nz/complaints/the-process/
  • Complaint forms can be downloaded online and completed by hand.
  • Phone on 0508 337 337

Conflicts of interest

To ensure that we prioritise your interests above our own, we follow an advice process that ensures our recommendations are based on your objectives, needs and circumstances and not on the commission JJF&I may receive.   We further manage possible conflicts of interest by:

  • Choosing product providers based on your needs and not on the commission we may receive.
  • Having access to a range of product providers.
  • Using third party product research as part of our analysis.
  • Not allowing insurer incentives to play any role in our recommendation. We also maintain a register of conflicts of interests and the gifts and incentives we might receive. These registers are monitored regularly and strategies discussed to ensure these are not influencing our decisions.
  • Having our processes audited annually by a reputable compliance adviser or compliance assurance program – Strictly Business Limited.

What we ask of you

Any advice provided because of this needs analysis can only be as good as the information received from you so we ask that you provide us with the information we request.  Without relevant and correct information about your personal and financial situation we run the risk of giving advice that is not appropriate to your needs. If you’re unsure as to why we need certain information, please ask so that we can explain.

Privacy act

We adhere to the Privacy Act 2020 and its privacy principles around how we collect, handle and use personal information.  We collect your personal information for its lawful purpose in order to provide you with Financial Advice as per your request. Besides our team, we may also share information with other parties (e.g. product or service providers, third parties such as our CRM system, compliance advisers or other professionals (e.g. Lawyers/ Accountants) when required to meet the scope of advice.  We keep your information safe by storing it securely and only allowing certain staff members access to it. We have secure mechanisms in place to ensure your data is kept private and backed up regularly.  You have the right to request a copy of the personal information we hold about you and ask for it to be corrected if you think it is wrong.  A full copy of our privacy statement is available at all times via our website or on request.  Please let us know if you wish to have a written copy.  

Continuous Evolution

As the financial landscape changes, our services and terms may also need to be updated to remain current and relevant. Please be aware that our terms and conditions may be amended at any time to reflect these changes. Updated terms take effect immediately once finalised.

A current copy of our terms is always available upon request. We do not send updates automatically, but you are welcome to contact us at any time if you wish to review any changes.