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 January 2025.
New business and underwriting improved significantly this past month. Highlights of the month included:
- Speed of loading applications via E-App in less than a day, a 54% improvement from the previous month
- Policy issuance seeing a 39% improvement, now averaging just 1.1 days.
New business and Underwriting.
| Service | Time | Descriptor |
| To load an E-App proposal. |
0.6 days |
This starts when policy is submitted. |
| To load an paper proposal. |
1.1 days |
Request to receipt via Konnect. |
| Medical requests. | 5.6 days | Request to receipt via Konnect. |
| SureMed requests. | 5.4 days | Request to receipt via Konnect. |
| To issue a policy. | 1.1 days | From request to issue to policy in-force. |
| Policy increases. | 2.2 days | Increases on existing policies. |
| Average call wait time. | 20 seconds | Speed of answer. |
| Live chat (NB). | 62 seconds | Speed of answer. |
| Live chat (U/W). | 83 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). | 3.05 days |
For the following request types:
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