Fidelity Life’s announcement that its response times for clients and advisers are getting faster drew strong reader interest this week…
Fidelity Life has released its latest response times for processing new business, underwriting, and call centre interactions.
The company announced in November last year it would start publishing these details “…to be transparent, accountable, and dedicated to continuously improving our service”.
Notable highlights for September, states the firm, is a 58% improvement in processing E-app application, and a 36% improvement in processing paper applications.
It saw a 38% improvement on the previous month for processing policy increases, and the average call waiting time for existing business improved 22% to 32 seconds. Call abandonment was 2%.
The firm’s average email response time to existing clients for September was 1.6 days.
For new business and underwriting, average call wait times sat at 22 seconds, and Live-Chats for new business were responded to in 29 seconds (underwriting calls were 28 seconds).
Fidelity Life states E-App proposals are loaded in 1.1 days, with paper proposals taking 1.6 days. When it comes to issuing a new policy, the time is 1.8 days.
“…all areas of the business showing marked improvements, reflecting our team’s commitment to delivering better outcomes,” states the firm.
New business and Underwriting – September 2024
| Service | Time | Descriptor |
| To load an E-App proposal. | 1.1 days | This starts when policy is submitted. |
| To load an paper proposal. | 1.6 days | Request to receipt via Konnect. |
| Medical requests. | 6.1 days | Request to receipt via Konnect. |
| SureMed requests. | 5.9 days | Request to receipt via Konnect. |
| To issue a policy. | 1.8 days | From request to issue to policy in-force. |
| Policy increases. | 3.3 days | Increases on existing policies. |
| Average call wait time. | 21 seconds | Speed of answer. |
| Live chat (NB). | 29 seconds | Speed of answer. |
| Live chat (U/W). | 28 seconds | Speed of answer. |
Call centre (Existing business) – September 2024
| Service | Time | Descriptor |
| Average call wait time. | 32 seconds | Speed of answer. |
| Call abandonment rate. | 2% | % of missed calls. |
| Email response time (average). | 1.6 days | For the following request types:
|
Data and tables / Fidelity Life