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.
We remain dedicated to transparency by regularly sharing our turnaround times, and we are pleased to present the latest figures for October.
Customer enquiries to our teams continued at a high volume throughout the month.
Some key highlights to note:
- Underwriting Live Chat, we saw a significant increase, managing 637 conversations—our highest monthly volume since launching this service. The average speed to answer was 28 seconds, which is a 48% improvement from last month’s 54 seconds.
- Customer email response time, we saw a 9% improvement from last month.
We appreciate your patience and understanding as our teams work diligently to respond to your enquiries and continue to enhance our service.
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. |
1.8 days |
Request to receipt via Konnect. |
| Medical requests. | 6 days | Request to receipt via Konnect. |
| SureMed requests. | 6 days | Request to receipt via Konnect. |
| To issue a policy. | 1.6 days | From request to issue to policy in-force. |
| Policy increases. | 2.9 day | Increases on existing policies. |
| Average call wait time. | 23 seconds | Speed of answer. |
| Live chat (NB). | 117 seconds | Speed of answer. |
| Live chat (U/W). | 28 seconds | Speed of answer. |
Call centre (Existing business).
| Service | Time | Descriptor |
| Average call wait time. | 69 seconds | Speed of answer. |
| Call abandonment rate. | 6% | % of missed calls. |
| Email response time (average). | 3.39 days |
For the following request types:
|