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 June 2025.
This month, we've remained focused on providing prompt, efficient support. We continued to improve average call wait times and maintained service levels across most areas.
Highlights this month were:
- Call answering speed: Improved by 23%
- Issuance of policy: Improved by 8%
New business and Underwriting.
| Service | Time | Descriptor |
| To load an E-App proposal. |
1.3 days |
This starts when policy is submitted. |
| To load a paper proposal. |
1.2 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. | 1.2 days | From request to issue to policy in-force. |
| Policy increases. | 1.9 day | Increases on existing policies. |
| Average call wait time. | 22 seconds | Speed of answer. |
| Live chat (NB). | 55 seconds | Speed of answer. |
| Live chat (U/W). | 31 seconds | Speed of answer. |
Call centre (Existing business).
| Service | Time | Descriptor |
| Average call wait time. | 48 seconds | Speed of answer. |
| Call abandonment rate. | 4% | % of missed calls. |
| Email response time (average). | 3 days |
For the following request types:
|