About us
Resolution Life Australasia is owned by Resolution Life, a well-capitalised, global life insurance group. Following completion of its latest transactions, Resolution Life, including the Group’s reinsurance base, will manage c.US $90bn of assets, employ c. 1,800 people and provide services to over 3 million policyholders.
Resolution Life Australasia was established following the acquisition of AMP Life in 2020 and is now one of the largest life insurers in Australasia servicing ~1.1 million customers and managing A$30bn of assets.
Employing over 1,000 people in the Australasian region, we offer a unique customer proposition, dedicated to servicing our existing customers, providing them with competitive premiums, quality investment management, excellent customer service and efficient claims management.
We are committed to providing our customers with peace of mind that their insurance, superannuation and investment policies are in safe and trusted hands for the long term.
In 2021, we paid $971 million in insurance claims and had some of the fastest speed to claims assessment rates in the industry across TPD, IPD and death claims (ASIC Money Smart Statistics, 2020).
Since acquiring AMP Life in 2020, we continue to make significant investment in transforming and growing our Australasian platform, introducing cloud based contemporary technology and new and improved digital offerings to better service our customers.
At Resolution Life Australasia, we have embraced agile ways of working (our “Resolution Life Way”) to support faster, more efficient outcomes for our customers and our people. We are committed to enabling our people to choose a working arrangement that allows them to balance business outcomes with their individual needs.
We have moved to Resolution Life - what does it mean for you?
Resolution Life has commenced a wholesale change that will see AMP Life completely transition to the Resolution Life name. You will remember that back in 2018, AMP announced the sale its life insurance business to Resolution Life. The first phase of that separation was the soft rebrand from AMP to AMP Life. As the sale was finalised in 2020, we are now in the process of changing to Resolution Life.
Over the coming months, you can expect to notice changes to the website, in our communications as well as your regular policy statements as we begin to change to Resolution Life. There will be no changes to the terms and conditions of existing policyholder plans as a result of the rebrand.
You will also now have access to the My Resolution Life portal, our integrated digital solution. So what does this mean? Some of the products you held with AMP have now moved from My AMP to My Resolution Life. To help you figure out what you can see where, we've created a quick reference guide.
Product name updates
Resolution Life is on track to complete the transition of the AMP Life brand to Resolution Life by 30 June 2022. In annual and anniversary mailings, our customers will receive an update on this as well as advice on any changes to product and investment names.
Product name changes have included removing references to AMP from Product and Investment option names, and names will be updated on customer’s statements and anniversary mailings.
A list of old and new product and investment names is below.
If you can’t see your product name please login to the My Resolution Life Portal here.
The My Resolution Life portal can help you stay in control with easy digital access to your products. It shows you in real time all your product information, including any updates to your product names or investment options. You can also view and manage your product details and correspondence in one place.
Accessing the portal is easy. If you haven’t activated your profile, this can be done online here.
Resolution Life product list
Some Product and Investment Option names have been updated.
Information on your policy or investment can be found in the My Resolution Life portal or click to register.
Who is Resolution Life?
Resolution Life is a global manager of in-force life insurance businesses who provide customers with peace of mind that their insurance is in safe and trusted hands for the long term. Since 2003, prior Resolution entities have deployed US$16bn of equity in the acquisition, reinsurance, consolidation and management of 28 life insurance companies. Together, these companies have served the needs of 11.5 million policyholders while managing over US$320bn of assets. Resolution Life focuses on delivering policyholder benefits in a secure, well capitalised environment. Resolution Life is backed by large investors who are leading financial institutions, insurance companies, pension plans, sovereign wealth funds and family offices. Learn more about the Resolution Life Group.
FAQs on the sale of AMP Life to Resolution Life
Do policies change now that AMP Life is owned by Resolution Life?
The terms and conditions of customer policies or plans will not change due to the sale. We will not only continue to deliver on customer promises and services, but customers will also benefit from Resolution Life’s experience, expertise and track record in delivering a high level of customer service and policyholder benefits in a secure, well capitalised environment.
Managing super and investments and paying customer claims will continue to be our utmost priority. By becoming part of the Resolution Life Group, we are now part of a global manager of in-force life insurance portfolios which means we remain focused on existing customers rather than seeking to attract new customers.
Who do customers contact about their policy?
You can continue to contact us in the same way you always have. You can also now access your policy information within the My Resolution Life portal. If you haven't registered yet, visit the My Resolution Life login page and register. If you previously had access to My AMP, you can activate your access to My Resolution Life by clicking on set/forget password and gaining access that way.
Customers can also contact their adviser directly or call Resolution Life on 133 731 from 8.30am - 5.00pm (Sydney time), Monday to Friday. Alternatively, you can skip the queue and have your questions answered by clicking the chat function on the bottom right of the screen.
Where are you based now?
Resolution Life maintains a physical presence in Australia and New Zealand to service our customers. You can continue to be able to call our people in Australia and New Zealand if you need to speak to us about your policy or be supported through the claims process. Resolution Life has offices and people in Sydney, Melbourne, Brisbane, Auckland and Wellington.
As we continue to develop and refine the My Resolution Life portal, you will also continue to manage your policy that way as well.
Will you have a new Privacy Policy?
Yes, this can be found at resolutionlife.com.au/privacy
Will you have a new Financial Services Guide?
Yes, this can be found at resolutionlife.com.au/financial-services-guide
Is Resolution Life subject to the same legal and regulatory requirements as AMP Limited?
Yes. Resolution Life is subject to the same Australian and New Zealand regulatory requirements as AMP and as all other life insurance providers in Australia and New Zealand.
Under both Australian and New Zealand law, Resolution Life has legal obligations to ensure that customer’s interests are prioritised ahead of shareholder’s interests if there is a conflict. Resolution Life is regulated by both the RBNZ in New Zealand and APRA in Australia and will be subject to the same conditions in the future as it is today, including that the company is well capitalised.
Why is the sale to Resolution Life good for customers?
Resolution Life is a global life insurance group focusing on the acquisition and management of portfolios of in-force life insurance policies, such as AMP Life. By becoming part of the Resolution Life Group, we are now part of a business solely focused on existing customers rather than seeking to attract new customers.
Resolution Life’s customers benefit from our experience, expertise and track record in delivering exceptional customer service and customer benefits in a secure, well capitalised environment.
Importantly, the terms and conditions of policies or plans will not change due to the sale.
Will paying claims remain a priority?
Paying claims will always be a Resolution Life priority.
Customers terms and conditions of their policy remain unchanged after the sale. Resolution Life continues to operate under the fundamental insurance principle of utmost good faith in dealing with all customer’s claims.
Resolution Life paid out almost $1 billion in claims in 2021 in Australia. The same teams managing Resolution Life in 2021 and today will continue to manage the company.
Resolution Life continues to be a life insurer licensed by the Australian Prudential Regulatory Authority and the Reserve Bank of New Zealand, and subject to Australian and New Zealand law. This means there are legal and regulatory measures to ensure we meet customer promises by paying claims and doing so in a timely manner.
Does the sale of AMP Life to Resolution Life mean life insurance premiums will go up?
Resolution Life’s product and pricing philosophy is based on ensuring our products remain relevant, competitive and sustainable. Pricing reflects a range of factors, including the market environment and claims experience of specific products. Our priority is to ensure our products and pricing remains sustainable, competitive and relevant.
Resolution Life’s success is contingent upon its ability to retain customers. Increasing premiums in a manner which is out of step with the market would drive customers away and be detrimental to our business.
Has your premium increased, find out what factors influence these changes here
Will policies be managed overseas?
No, policies will continue to be managed by a local Resolution Life management team in Australia and New Zealand.
Will Resolution Life be offering its own products in Australia or New Zealand?
Whilst that is an option for the future, for the foreseeable future Resolution Life is focusing on servicing the existing needs of customers and keeping the promises that were made to them when they took out their existing policies.
If Resolution Life is now a closed book, does that mean customers can’t make changes to their life insurance?
If the terms of individual policies allow customers to make changes then these options will still be available.
Will customers be able to switch to other life insurers?
Yes, customers are able to switch to other life insurers. Resolution Life is committed to providing customers with competitive premiums, quality investment management, great customer service and efficient claims management. It respects that certain customers may wish to review their options, but as this may result in the loss of some benefits customers are encouraged to speak to a financial adviser before making a decision about switching life insurance providers.
What is an in-force life insurance portfolio?
An in-force life insurance portfolio refers to the current policies held by customers of Resolution Life. Resolution Life does not seek to acquire new customers, instead Resolution Life chooses to focus on the customers it already has. This will not change with the sale of AMP Life to Resolution Life.
What is an in-force life insurance specialist?
An in-force life insurer focuses on its existing customers. AMP Life became an in-force specialist following the sale announcement. AMP Life made this change to its business model in response to the market environment for life insurance. AMP Life, now Resolution Life, is focused on servicing and retaining our customers, and this will not change with new ownership.
Will the acquisition mean that AMP Life will become a ‘zombie fund’?
A zombie fund is a colloquial expression for a participating life insurance fund that is closed to new customers and where the fund has capital constraints which prevent it from investing in growth assets. This is not the case for AMP Life whose funds are well capitalised to withstand market shocks. AMP Life’s participating fund has been closed to new customers for over 20 years in Australia and New Zealand. Over this time, the assets of the participating fund have grown as customers continue to pay premiums and make changes to their policies, the fund earns investment returns, while benefits are paid out to customers. Over time, the participating fund will inevitably run off as benefits are paid to customers.
Resolution Life has plans in place to manage this gradual run off over the next 50 or so years and these plans will continue to be refined, benefiting from Resolution Life Group’s global expertise in managing the run-off of participating funds in a well-capitalised environment.
How does a participating policy work?
Many of AMP Life’s products are participating products, such as whole of life and endowment products. Your policy schedule will tell you if your policy is a participating policy. These policies have both savings elements (the policy pays out at maturity or earlier if you surrender) and protection elements (the policy pays out if you die earlier).
A participating policy means that policyholders participate in the profits of the life company from these policies, generally receiving 80 per cent of the profits. The shareholder’s share of the profits, the other 20 per cent share, was established at demutualisation of AMP Life (and also National Mutual Life Association of Australasia).
The terminal and annual or reversionary bonuses added to these policies are the way that the profits are shared with policyholders. These profits primarily arise from the investment of the assets of the life company in shares, property, bonds, and other assets. Reversionary bonuses are guaranteed additions once added to the policy. Terminal bonuses are paid at the point of paying out the policy, either on maturity, death or surrender. Terminal bonuses are not guaranteed and can be varied at any point in time. The shareholder only receives a share of profits when bonuses are paid to policyholders.
This means that there is alignment of the interests of the participating policyholders and the shareholder, currently Resolution Life. It is in both the participating policyholders and shareholder’s interests that the life company is run well and continues to maximise the profits from the participating policies over the duration of the policies.
These participating products have not been actively sold in New Zealand and Australia for over 20 years. Customers have continued to pay their premiums, receive their bonuses and the protection of their life policies over this time. There will be no changes to the terms and conditions of these policies with the sale to Resolution Life.
Where do the bonuses come from and how do customers know that Resolution Life will continue to pay them?
The terms and conditions of all policies remain the same after the sale to Resolution Life. This includes the right to bonuses.
The bonuses largely arise from the returns on investment monies invested for you and are directly linked to the performance of the funds and assets that the money is invested in. Where there are actual or expected lower future investment returns (eg lower government bond rates) or underperforming markets (eg the global financial crisis or the current recent experience due to uncertainties with COVID 19) then this will impact the level of the future bonuses paid to you and the dividends received by the shareholder.
Terminal bonuses at any point in time are not guaranteed into the future. Terminal bonuses are generally adjusted up or down more quickly to respond to market conditions and enable the fund to be more aggressively invested for your benefit.
Reversionary or annual bonuses already declared are guaranteed at maturity of your policy. At any time between your annual policy notice, you can call our call centre or contact your adviser if you would like to receive a current value assessment of your policy.
How do customers know that Resolution Life won’t mismanage the assets or invest in less risky assets, as these are cheaper to manage and therefore leave me with very low bonuses?
The investment returns form part of the profits of the participating business and form the basis for your bonuses. Profits are generally shared between the participating customers and the shareholder in an 80-20 share. This was agreed at demutualisation and is a legal requirement for the company. This means that for every $100 of profit declared, $80 goes to the participating customers bonuses and $20 to the shareholder as retained profits and ultimately paid to the shareholder as a dividend, provided the Fund has sufficient capital to protect against future adverse events.
It is not in the interests of Resolution Life to strive for lower returns for customers or to strive for excessive returns from extreme levels of risk. Resolution Life brings access to additional and global pools of quality asset managers and direct assets. This means that Resolution Life can continue to manage the investment funds in a well-diversified manner seeking to maximise returns while at the same time having regard to liquidity to meet their requirements to be able to pay customers when required and sufficient capital to support the guarantees underpinning the policies.
Who controls all of this money and how do customers know Resolution Life won’t just take it all and use for themselves?
The assets that back all customers liabilities are held within what is known as a statutory fund. This is mandated by Australian and New Zealand law. This means that these assets are ringfenced (much like trust assets) and have strict legal requirements around how they are managed.
Regular reporting is provided to the regulators in Australia and New Zealand on the statutory funds. There is no ability for Resolution Life to use the funds in the statutory fund for their own purposes. The role of the AMP Life Board under the Life Act in Australia and the Insurance Prudential Supervision Act in New Zealand is to ensure that in the investment, administration and management of the assets of a statutory fund, a life company gives priority to the interests of owners of policies. If there is a conflict between shareholders and customers, the customer interests must be prioritised ahead of shareholder interests. This is a legal requirement of directors. The AMP Life Board has a majority of independent directors, which means they are independent of Resolution Life and of management.
The assets of the statutory fund are invested to achieve an appropriate risk adjusted investment return. For protection policy types, like term insurance, disability insurance or annuities, the assets are invested in a prudent manner to seek to ensure that there are sufficient assets to meet the future claims on policies. For participating policies, the assets are invested in a diversified pool of growth and defensive assets to generate higher expected returns. The higher levels of risk on these investments may lead to higher profits which will be used to increase bonuses for participating policies.
Are customers “captured” by Resolution Life?
Retaining our customers is a priority for Resolution Life and we do this by ensuring our products, pricing and service meet our customers’ reasonable expectations. We understand customers have a choice when it comes to their life insurance provider and we want to ensure they continue to remain with Resolution Life.
Regulatory approvals and oversight
The sale of AMP Life required regulatory approval from APRA in Australia and RBNZ in New Zealand and Resolution Life’s operations remain subject to the same regulatory conditions as before with the addition of enhanced requirements in New Zealand.
What you need to know
Any advice on this website is provided by Resolution Life Australasia Limited ABN 84 079 300 379, AFSL No. 233671 (Resolution Life), and is general advice and does not take into account your objectives, financial situation or needs. Before acting on this advice, you should consider the appropriateness of the advice having regard to your objectives, financial situation and needs, as well as the relevant product disclosure statement and/or policy document, available from Resolution Life at Resolution Life or by calling 133 731, before making a decision on whether to acquire, or continue to hold, the product.
The Target Market Determinations (TMDs) for our financial products (where applicable) can be found at Target Market Determinations. The TMDs describe the key features and attributes of an applicable product that affect whether it is likely to be consistent with the objectives, financial situation and needs of consumers in the target market.
Resolution Life is part of the Resolution Life Group and can be contacted via Contact us or by calling the phone number mentioned above.
