Generate to reimburse for ID replacement or waive member fee

Posted by Henry Tongue in Kiwisaver, Retirement, Savings on

18 February 2020

An important update for members whose personal data was compromised

We understand this has been a difficult time for our members whose personal information was illegitimately accessed in a breach of our online application system recently. As well as creating uncertainty and concern, it has created inconvenience and demands on those members’ time in terms of taking action to minimise their risks from having personal information compromised.

In this context, while we are under no obligation to do so, we have reviewed the situation and decided we will reimburse members for the cost of replacement photo ID (NZ Passport or NZ Drivers Licence) if the photo ID they supplied to us was affected in the data breach and was still valid on 29 December 2019. Members should log-in to their online account to check whether or not their photo ID was compromised. Eligible members will need to apply to us for reimbursement of the cost of their replacement Passport or Drivers Licence by 31 March 2020.See below for details on eligiblity.

For those members who had photo ID compromised but choose not to apply for new documents, or for members who miss the 31 March 2020 deadline, we will waive Generate’s annual member fee of $36 for 12 months.

In recognition of the wider impact on other members whose personal information was accessed but whose photo ID was not compromised, we will also extend this waiver of Generate’s member fee for 12 months to them.

The waiver of Generate’s member fee for the next 12 months will be applied to members’ accounts automatically (no action is required from any affected members to receive this member fee waiver).

To reiterate, the offers that we have noted above are made on an ex gratia basis without any admission of liability and are in addition to the other actions we have taken in response to this incident, including:

Engaging cyber security experts to immediately secure our online application system and to undertake a broader audit and testing of all of our systems; and Engaging IDCARE, an independent identity and cyber security organisation, to provide affected members with specialist advice and assistance. We hope that the offers and steps we have outlined in this ongoing breach response from Generate helps to demonstrate to all of our members how valued you all are to us. In this respect, we will also continue to focus on investment performance, building on our track record to date as one of New Zealand's top performing KiwiSaver schemes.

*How do I know if I am eligible for reimbursement of the costs or replacing ID?

Was my Drivers Licence or Passport compromised? Please log in to your Generate Online Account and check if the document was compromised.

Was it valid at 29 December 2019? Check the expiry date of the ID was dated on or after 29 December 2019 on your Generate Online Account.

If I am under 18 am I eligible? Check the expiry date of the ID. If the expiry date is after your 18th birthday then you are eligible. This is on the basis that those under 18 are at much lower risk of financial harm from identity theft. However, these members who in ineligible for the reimbursement will still be eligible for the $36 annual member fee waiver.

How do I replace my driver licence?

To replace a driver licence, complete this form and visit either the AA or VTNZ with evidence of your identity (either your existing driver licence or passport). Pay the licence renewal fee and keep a copy of the receipt. Generate will pay for replacement for affected members at a cost up to $38.20 (including GST).

How do I replace my passport?

To replace a passport, visit You will need a digital photo in colour. Please refer to Online applications will be emailed a receipt automatically. Paper applications will need to request a receipt from the Department of Internal Affairs.

Generate will pay for a replacement for affected members at a cost up to $111 (including GST) for eligible children or $191 (including GST) for eligible adults.

How can I claim reimbursement of ID?

Email with:

A copy of the receipt for replaced ID; and Your bank account number for reimbursement to be paid into. If you prefer not to provide your bank account number to us, let us know and we can deposit these funds into your KiwiSaver or unit trust account directly. It’s important to note that under the KiwiSaver account option, access to those funds will be subject to usual KiwiSaver access rules.

Please note: Generate will only reimburse for driver licences and passports issued in NZ that were accessed in the recent data incident. Members can confirm which documents, if any, were accessed by logging in online to their Generate member account.

How do I choose to have my annual member fee waived for 12 months?

If your personal information was compromised and you are not eligible for reimbursement for replacement photo ID (or you are eligible but do not opt to seek reimbursement of costs for replacement photo ID), you do not need to do anything to receive the waiver of Generate’s $36 annual member fee. We will automatically apply this for all affected members from 1 April 2020, except for those who have submitted a valid claim by 31 March 2020 for reimbursement of costs for replacement photo ID.