Fidelity Life is publishing its turnaround times for processing new business, underwriting, and call centre interactions.
The firm’s Chief Sales and Service Officer Bronwyn Kirwan says the initiative is a priority for Fidelity Life to “get back in the game” and show its commitment to advisers.
“At our Engage conference, we made a clear commitment to getting back in the game with advisers,” she said.
“We’ve already taken significant steps to fulfil this promise and delivered on several initiatives such as Live chat, a dedicated adviser service team, and signatureless forms, streamlining processes and enhancing service accessibility.”
Kirwan says the average call wait times are just over 20 seconds for new business and underwriting, and that its Live chat function is delivering responses within approximately 30 seconds,
She said: “We also recognise there are other areas we can improve on.”
The company has released an interactive guide featuring 13 ‘how-to’ videos for advisers, providing information on how to create an illustration, tracking the progress of a new policy, and checking payment histories.