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We’re excited to announce the appointment of two senior roles at Resolution Life.
Dean Mulheron
Chief Product and Marketing Officer
Dean has been with Resolution Life since 2022, primarily responsible for product management and underwriting.
With over 15 years’ experience in the life insurance, reinsurance and superannuation industry in Australia and overseas, Dean brings a wealth of knowledge and expertise to his new role.
Nathan Taggart
Head of Marketing & Partnerships and Retention
Nathan joins Resolution Life from Zurich Australia, where he held various leadership roles including the Head of Strategy & Partnerships Capability.
He also spent 5 years as Head of Sales for the Zurich and OnePath brands, responsible for Zurich’s marketing engagement and growth.
Dean will be supported by Nathan in leading the marketing, partnerships and retention functions at Resolution Life. This strategic move aims to strengthen the company’s position in the market and drive its further growth.
Dean and Nathan are actively engaging with advisers across both Australia and New Zealand. They’re presenting the Resolution Life Adviser Strategy, our future ambitions and our commitment to the adviser market.
For more information about Dean, please visit the Resolution Life website.
Simon was recently appointed as the National Retirement Lead for Retail products with Resolution Life.
Simon is a seasoned professional with over two decades of experience in the financial services sector, having held various roles at reputable fund managers and insurance providers, including Challenger, Perpetual, AIA Australia and CommInsure.
As Simon settles into his new role, he’ll concentrate on liaising directly with licensees and financial advisers like yourself, who are interested in retirement and investment products for their clients.
Simon is deeply passionate about the Australian retirement landscape and is eager to collaborate with you. His goal is to help you secure financial stability for your clients, with a particular emphasis on annuities and investment growth bonds.
His expertise and dedication will be invaluable in achieving the best outcomes for your clients.
If you would like to connect with Simon, please contact him on 0416 037 066 or via email at simon.felice@resolutionlife.com.au
At Resolution Life we have been working hard behind the scenes to make the way you deal with us easier. We’ve recently launched the improved My Resolution Life portal for both customers and advisers, with a user-friendly dashboard and simplified navigation.
As part of our commitment to you, we have:
• Updated the My Resolution Life Help Centre
In line with our uplift to the Adviser portal, we have updated our user guides to help you and your staff navigate the portal. We have also added a Troubleshooting guide if you have issues logging into the portal.
• Created a general help centre on Adviser support
This webpage has useful information and guides for you such as:
• Add new child trauma
• Change of ownership
• Continuation option from Corporate Group to Elevate
• Exercise Life Buyback and Trauma reinstatement option
• Requesting quotes
• Transfer Child Trauma to Adult Trauma
• Update Occupation Rate
We have also started launching our Reference Guides, with the first guide being the Underwriting Reference Guide – Elevate Insurance.
Over the coming months, we will be adding more helpful information such as:
• Managing your client’s policy
• Insurance quotes
• Commissions and
• Updating adviser status (removal/add)
We’re really pleased to share our most recent service standard results.
Thanks to focused efforts and strategic improvements, we have successfully stabilised our call wait times in the Contact Centre and reduced our average speed of answer inbound calls.
This reflects the hard work of staff in the contact centre and administration areas. This is especially pleasing, given we’re also integrating all exAIA clients (Australia only) into the Resolution Life ecosystem at the same time.
The results shown for our average speed of answer for both phone and online chats are for the period 1 January to 1 August 2024.
• Our service level agreement (SLA) of answering your call is 3 minutes and 20 seconds. We are currently sitting at 3 minutes and 1 second.
• This is a great result achievement from our contact centre teams across both Australia and New Zealand. During this period, the team answered 215,053 calls.
• At the end of November 2023, Resolution Life was answering your online chats within 2 minutes and 44 seconds. We are currently sitting at 2 minutes and 33 seconds, which is well within our SLA of 3 minutes and 20 seconds.
• Within this period, we serviced 38,177 online chats.
Over the past 8 months (1 January – 1 August), our operations have continued to do a great job. Below is an overview of our results:
Transaction type | Service standards | |
Combined Insurance and Super & Investments | ||
Volume of transactions | SLA | |
Financial | 106,594 | 93.25% completed within a 3-day SLA |
Non-financial | 215,220 | 90.56% completed within a 5-day SLA |
We’re working hard to enhance insurance affordability for your clients. We’ve implemented a series of updates on the Resolution Life website to assist with this goal and provide valuable information on reviewing insurance cover, such as insurance affordability and how to stay in control of your insurance.
Whilst it is preferable for your client to reduce their cover instead of cancelling it altogether, it’s important to approach this decision with care.
As part of the review process, we encourage your clients undergo a medical exam before making any changes to their policy. This will ensure that there is a reduced risk of your clients being either under insured or losing valuable benefits that they may not be aware of.
Resolution Life as a signatory of the Life Code, which undertakes to maintain contact with customers or their representatives (at least) every 20 days, prior to the approval of a claim.
For income protection claims following this approval, and whilst the Life Code requirements no longer apply, it is Resolution Life’s philosophy to maintain that rhythm of contact unless different arrangements are made with clients, or the circumstances of the claim are such that it does not make sense (for example a long-term claim where the clients suffer from a catastrophic condition).
Contacting advisers happens when advisers are the representatives on the claim.
However, adviser contact does not substitute the need for up-to-date medical information and ongoing updates from clients on their condition and function.
Access to the client helps with the ongoing assessment of a claim, and with Resolution Life helping the client through the claims process.
As part of a recent review, we’ll be changing the name, investment strategy, objective and Standard Risk Measure (SRM) band for some investment options to reflect the new options and the change of underlying investment managers.
We’re making these changes to help achieve the stated investment objective of the options, seek to improve overall investment performance, deliver ongoing value and provide benefits of scale for our customers. The fees, costs and asset allocations remain unchanged.
We’ll progressively roll out the changes from August 2024, and customers will see the changes reflected in our documents and on My Resolution Life portal.
You can view details of the changes here.
The Investment Report will be updated progressively with the changes. For a list of all available investment options, click here and select an investment type and product name from the drop-down box, then click on the Investment Report.
Customers who hold products with these investment options will be notified of the changes. In implementing these changes there is likely to be some transaction costs to replace underlying investment managers. These costs have been carefully reviewed and assessed as reasonable given the overall benefits for our customers.
In recent years, Australia, like many countries worldwide, has experienced a marked increase in cyber-attacks targeting individuals and organisation’s alike.
Advisers, with their access to sensitive financial information for their customers, are particularly vulnerable to these threats.
Protecting client data and maintaining system integrity is not only a regulatory obligation, but also fundamental to sustaining client trust.
This article outlines essential cyber hygiene practices that can significantly reduce the risk of cyber incidents, fostering a safer working environment for Advisers and their practices. Additionally, we’ve also provided guidance on where to find more comprehensive resources for those looking to proactively enhance their cyber security resiliency.
While there are several steps that can be taken to enhance cyber security, the Australian Cyber Security Centre (ACSC) and the Australian Government highlight the following as the most important:
One important step in maintaining cyber security is ensuring that all devices, including laptops / computers, IT and networking equipment such as servers and office security devices, and mobile phones / devices are regularly and promptly updated when required.
Software updates often contain vital security fixes and enhancements that protect users against newly discovered security vulnerabilities.
Delaying these updates can leave systems exposed to threats that may be easily mitigated. With this in mind, its important to adopt a proactive approach to act on device updates where possible as well as regularly checking for updates.
Another important practice is implementing multi-factor authentication (MFA) wherever available.
MFA adds an additional layer of security by requiring not just a password but also a second form of verification, such as a code sent to a mobile device or an authentication application.
This significantly reduces the likelihood of unauthorised system access, even if passwords are compromised.
Multi-factor authentication is encouraged for any environment, where staff work remotely (eg form home), VPNs, and for all users who remotely perform privileged actions, or remotely access sensitive data repositories.
A VPN creates a secure, encrypted tunnel between the user’s device and the company’s network, protecting data from interception by unauthorised parties. By using VPN, businesses can ensure that remote access to their internal resources remains secure, even when employees are connecting via potentially unsecured public records.
Implementing MFA in conjunction with VPNs further strengthens security, ensuring that only authorised users can access your critical systems and data.
Following industry best practices in password management is crucial for maintaining security. Passwords should always be unique for each account, complex enough to resist brute force attacks, and not easily guessable (e.g. avoid using common words or phrases, personal information, or sequential patterns). A strong password typically includes a mix of upper and lower-case letters, numbers and special characters. Passwords should never be shared with others or stored in plain text. Instead, consider using a reputable password manager to securely store and generate complex passwords. Additionally, enabling MFA wherever possible adds an extra layer of security. Regularly updating passwords, especially after a security incident or data breach, is also advised.
If you are using a reputable password manager tool, it’s recommended you use a provider such as Proton Pass, Dashlane, or 1Password, to securely store and manage passwords across multiple devices, reducing the temptation to reuse passwords across different accounts.
Staff education is paramount in establishing a robust cybersecurity posture. Phishing attacks, including those delivered via email and SMS, remain a primary vector for cybercriminals to compromise company systems.
These malicious attempts often involve deceptive tactics designed to trick recipients into disclosing sensitive information or installing harmful software.
Regular cybersecurity awareness training is essential to equip employees with the knowledge and skills to recognise and report any threats.
By fostering a culture of vigilance, you can significantly reduce the risk of successful cyberattacks.
We encourage you to ensure your staff learn and know the basics of staying cyber safe, by reading the information provided on the Australian Signals Directorate (ASD) website, listed here:
https://www.cyber.gov.au/learn-basics
The Australian Cyber Security Centre (ACSC) and the Australian Signals Directorate (ASD) are leading authorities on cybersecurity. Their resources provide invaluable guidance for protecting sensitive data.
While these resources are essential for staying informed about evolving threats and mitigation strategies, taking a proactive approach is necessary for a comprehensive cybersecurity posture.
The ACSC's "Essential 8" framework serves as a cornerstone for effective cybersecurity. This industry-recognised standard outlines 8 critical strategies to mitigate the most common cyber threats faced by businesses and organisations. These strategies address vulnerabilities exploited in patching applications, configuring Microsoft Office macros, and implementing application whitelisting, among others.
The "Essential 8" is designed to be adaptable and scalable, allowing advisory companies of all sizes to tailor the framework to their specific needs and risk profiles. This adaptability ensures a cost-effective and efficient approach to cybersecurity.
Further Guidance:
For a deep dive into the "Essential 8" and its implementation, we recommend visiting the ACSC's dedicated webpage:
https://www.cyber.gov.au/resources-business-and-government/essential-cyber-security/essential-eight/essential-eight-explained
Additional Guidance & Information
Stay informed with the latest threats and best practices by leveraging resources from:
• Australian Cyber Security Centre (ACSC):
https://www.cyber.gov.au/
Provides threat alerts, advisories, and best practices, and offers guidance on protecting sensitive information.
• New Zealand's National Cyber Security Centre (NCSC):
https://www.ncsc.govt.nz/resources
Offers advice tailored to the New Zealand context.
Cybersecurity is an ongoing journey, not a one-time destination. By adopting these essential practices, combined with staying informed through the valuable resources provided, you can significantly strengthen your cybersecurity posture, and protect you and your clients' sensitive information.
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 resolutionlife.com.au 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 (TMDs). 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.