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.
Please see below the average turnaround times for new business and underwriting to process a policy for May 2025.
This month, we have seen an improvement in our customer care team's response times, despite handling high volumes of queries. May recorded the highest number of calls in the past two years. Additionally, we received 1046 Live Chats, setting another record, and our emails increased by over 1000 compared to April.
Despite this surge in volume, our service turnaround times have improved notably:
- Call answering speed: Improved by 29% compared to the previous month
- Email response time: Improved by 41%
- Live Chat response time: For new business queries, improved by 10%; underwriting queries improved by 27%
Our team's commitment and drive this month have ensured that customer queries are addressed quickly and efficiently.
New business and Underwriting.
| Service | Time | Descriptor |
| To load an E-App proposal. |
1.1 days |
This starts when policy is submitted. |
| To load a paper proposal. |
1.1 days |
Request to receipt via Konnect. |
| Medical requests. | 5.7 days | Request to receipt via Konnect. |
| SureMed requests. | 5.5 days | Request to receipt via Konnect. |
| To issue a policy. | 1.3 days | From request to issue to policy in-force. |
| Policy increases. | 1.9 day | Increases on existing policies. |
| Average call wait time. | 21 seconds | Speed of answer. |
| Live chat (NB). | 45 seconds | Speed of answer. |
| Live chat (U/W). | 30 seconds | Speed of answer. |
Call centre (Existing business).
| Service | Time | Descriptor |
| Average call wait time. | 62 seconds | Speed of answer. |
| Call abandonment rate. | 4% | % of missed calls. |
| Email response time (average). | 3 days |
For the following request types:
|