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're pleased to share that overall responsiveness has continued to improve, helping us support you more efficiently.
Here are the latest figures for November.
Some key highlights to note:
- 38% improvement in average call wait times, now 43 seconds.
- Abandonment rate reduced to 4% (previously 6%)
- LiveChat for New Business improved, with 46% faster responses despite higher volumes.
These results reflect our ongoing commitment to timely, reliable service and a smoother experience for you and your customers.
New business and Underwriting.
| Service | Time | Descriptor |
| To load an E-App proposal. |
1.9 days |
This starts when policy is submitted. |
| To load a paper proposal. |
1.7 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. | 1.4 days | Increases on existing policies. |
| Average call wait time. | 27 seconds | Speed of answer. |
| Live chat (NB). | 63 seconds | Speed of answer. |
| Live chat (U/W). | 26 seconds | Speed of answer. |
Call centre (Existing business).
| Service | Time | Descriptor |
| Average call wait time. | 43 seconds | Speed of answer. |
| Call abandonment rate. | 4% | % of missed calls. |
| Email response time (average). | 3.45 days |
For the following request types:
|