Fidelity Life commits to transparency by publishing turnaround times.
Media release
6 November 2023
New Zealand’s largest locally owned life insurer Fidelity Life has published its turnaround times for new business, underwriting and call centre interactions as part of its commitment to significantly improving advisers’ experience when doing business with the company.
Fidelity Life Chief Sales and Service Officer Bronwyn Kirwan says the initiative is part of a broader strategic priority for Fidelity Life to get back in the game.
"At our Engage conference, we made a clear commitment to getting back in the game with advisers. We’ve already taken significant steps to fulfil this promise and delivered on several initiatives such as Live chat, our dedicated adviser service team and signatureless forms, streamlining processes and enhancing service accessibility.
“Publishing our turnaround times shows accountability by being transparent and gives advisers, and customers, more clarity around our processing times.
“We're proud our average call wait times are just over 20 seconds for new business and underwriting, and that our new Live chat function is successfully delivering responses within approximately 30 seconds. But we also recognise there are other areas we can improve on. That's why we're sharing our comprehensive service metrics and will be providing monthly updates, so we can hold ourselves to account and look for opportunities to continuously improve."
Fidelity Life’s turnaround times will be published each month and will be available on Adviser hub.
Working together guide launched.
In line with its mission to make things easier for advisers, Fidelity Life has also released an interactive Working together guide. This comprehensive resource features 13 bite-sized ‘how-to’ videos, providing advisers with essential information they need for their day-to-day business such as creating an illustration, tracking the progress of a new policy, and checking payment histories.
