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 October 2024.
This month’s improvements highlight our ongoing focus on operational efficiencies, supporting both new and existing business with an improvement across the board. Each area has shown commitment to shortening turnaround times and enhancing service levels, sustaining the monument from the recent months.
Some key Highlights for the month of October include:
- To load a proposal, we saw a 36% improvement for e-app with a loading time of under a day, and 38% improvement for paper.
- Policy issue timeframes improved by 39%.
- Improvements continue on call wait time for new business and existing, providing customers with timely assistance.
New business and Underwriting.
| Service | Time | Descriptor |
| To load an E-App proposal. |
0.7 days |
This starts when policy is submitted. |
| To load an paper proposal. |
1.0 days |
Request to receipt via Konnect. |
| Medical requests. | 5.4 days | Request to receipt via Konnect. |
| SureMed requests. | 5.2 days | Request to receipt via Konnect. |
| To issue a policy. | 1.1 days | From request to issue to policy in-force. |
| Policy increases. | 1.9 days | Increases on existing policies. |
| Average call wait time. | 19 seconds | Speed of answer. |
| Live chat (NB). | 67 seconds | Speed of answer. |
| Live chat (U/W). | 216 seconds | Speed of answer. |
Call centre (Existing business).
| Service | Time | Descriptor |
| Average call wait time. | 29 seconds | Speed of answer. |
| Call abandonment rate. | 2% | % of missed calls. |
| Email response time (average). | 1.82 days |
For the following request types:
|