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. At the beginning of each month, we will post turnaround times for the previous month.
Please see below the average turnaround times for new business and underwriting to process a policy for November 2024.
This month we saw:
- Live chat response times returning to normal levels following some technical challenges in October. With Live chat for new business, at 55% improvement from last month, and for underwriting, 81% improvement. This reflects our team’s commitment to continually monitor and improve. If you’re noticing slower response times, clearing your cache can often resolve the problem.
- For existing business, we remain consistent with delivering reliable and efficient response times within our agreed service levels.
New business and Underwriting.
| Service | Time | Descriptor |
| To load an E-App proposal. |
1.2 days |
This starts when policy is submitted. |
| To load an paper proposal. |
0.9 days |
Request to receipt via Konnect. |
| Medical requests. | 5.5 days | Request to receipt via Konnect. |
| SureMed requests. | 5.3 days | Request to receipt via Konnect. |
| To issue a policy. | 1.4 days | From request to issue to policy in-force. |
| Policy increases. | 2.1 days | Increases on existing policies. |
| Average call wait time. | 19 seconds | Speed of answer. |
| Live chat (NB). | 30 seconds | Speed of answer. |
| Live chat (U/W). | 41 seconds | Speed of answer. |
Call centre (Existing business).
| Service | Time | Descriptor |
| Average call wait time. | 31 seconds | Speed of answer. |
| Call abandonment rate. | 2% | % of missed calls. |
| Email response time (average). | 2.32 days |
For the following request types:
|