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.
Below are the average turnaround times for new business and underwriting to process a policy.
Please see below the turn-around times for April 2024.
Two highlights for the past month:
-
- Live chat for NB speed of answer has increased by 50%.
- Live chat for Underwriting speed of answer has increased by 15%
New business and Underwriting.
| Service | Time | Descriptor |
| To load an E-App proposal. |
0.8 days |
This starts when policy is submitted. |
| To load an paper proposal. |
1.1 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. | 1.3 days | From request to issue to policy in-force. |
| Policy increases. | 1.9 days | Increases on existing policies. |
| Average call wait time. | 24 seconds | Speed of answer. |
| Live chat (NB). | 25 seconds | Speed of answer. |
| Live chat (U/W). | 43 seconds | Speed of answer. |
Call centre (Existing business).
| Service | Time | Descriptor |
| Average call wait time. | 38 seconds | Speed of answer. |
| Call abandonment rate. | 2% | % of missed calls. |
| Email response time (average). | 3.67 days |
For the following request types:
|