Fidelity Life turnaround times.
Our monthly turnaround times for New business, Underwriting and Call centre interactions are here for all to see.
Why are we sharing this information?
We believe that sharing our turnaround times will enable us to be transparent, accountable and dedicated to continuously improving our service to you, our advisers.
Our latest results for the month of August, showed a continuation of strong service levels across our channels, with improvements in several key areas:
- LiveChat – New Business: 135 conversations (up from 131), with faster response times this month, averaging 51 seconds (down from 57).
- LiveChat – Underwriting: 470 conversations (down from 558), with an average response time of 40 seconds.
- Existing Business we saw:
- 30% faster response than the previous month – average speed reduced from 50 seconds to 35 seconds.
- Lower abandonment rate – improved from 5% to 3%.
Please see below the average turnaround times for August 2025.
New business and Underwriting.
| Service | Time | Descriptor |
| To load an E-App proposal. |
1.7 days |
This starts when policy is submitted. |
| To load a paper proposal. |
1.9 days |
Request to receipt via Konnect. |
| Medical requests. | 6.1 days | Request to receipt via Konnect. |
| SureMed requests. | 6.3 days | Request to receipt via Konnect. |
| To issue a policy. | 1.8 days | From request to issue to policy in-force. |
| Policy increases. | 1.7 day | Increases on existing policies. |
| Average call wait time. | 22 seconds | Speed of answer. |
| Live chat (NB). | 57 seconds | Speed of answer. |
| Live chat (U/W). | 38 seconds | Speed of answer. |
Call centre (Existing business).
| Service | Time | Descriptor |
| Average call wait time. | 35 seconds | Speed of answer. |
| Call abandonment rate. | 3% | % of missed calls. |
| Email response time (average). | 3.9 days |
For the following request types:
|