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 March 2025.
This month, we observed significant improvement, noting:
- E-App submissions have continued to maintain fast turnaround time, averaging half a day to submit.
- Medical and Suremed requests improved from the previous month, achieving the fastest turnaround times since reporting began in November 2023, at 5.1 days and 4.9 days, respectively.
- For existing business, response times remained consistent to previous months, while continuing to meet our SLAs.
New business and Underwriting.
| Service | Time | Descriptor |
| To load an E-App proposal. |
0.5 days |
This starts when policy is submitted. |
| To load a paper proposal. |
1.3 days |
Request to receipt via Konnect. |
| Medical requests. | 5.1 days | Request to receipt via Konnect. |
| SureMed requests. | 4.9 days | Request to receipt via Konnect. |
| To issue a policy. | 1.2 days | From request to issue to policy in-force. |
| Policy increases. | 1.1 day | Increases on existing policies. |
| Average call wait time. | 20 seconds | Speed of answer. |
| Live chat (NB). | 88 seconds | Speed of answer. |
| Live chat (U/W). | 97 seconds | Speed of answer. |
Call centre (Existing business).
| Service | Time | Descriptor |
| Average call wait time. | 37 seconds | Speed of answer. |
| Call abandonment rate. | 3% | % of missed calls. |
| Email response time (average). | 3.24 days |
For the following request types:
|