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Service standards update

As we step into the new year, Resolution Life would like to share our latest service standards results from 1 December 2023 until 31 January 2024.

Average speed of answer (ASA) – Phone and Online chat

Our call centre’s Average Speed of Answer (ASA) increased over the December-January period, to 4 minutes and 23 seconds against our target of 3 minutes and 20 seconds. This was primarily due to the Christmas/New Year’s business shutdown period. In January we saw ASA return to below target level with a result of 2 minutes and 45 seconds for the 1st month of 2024. 

The ASA for online chat remained steady during this period and it only took us 2 minutes and 20 seconds to answer you on average.
 
Administration Processing SLA’s

Over the shutdown period, our teams continued to work towards achievement of our SLA’s. Our SLA for both Financials and Non-Financials is 85% within stated business days, and our Financial Transactions and New Business transactions far exceeded target for this period, with Non-Financial Transactions only slightly below target level.

FinancialsNon-FinancialsNew Business
94.1% (3 days SLA)83.9% (5 days SLA)99.8% (30 day SLA)

 

Call survey results

During the December and January period, we achieved a score of 4 out of 5 for our call centre satisfaction survey with customers and advisers, this compares to January 2023 when we achieved a score of 3 out of 5.

To see how we performed at the end of 2023, feel free to read the results here.

Portal access for staff members

Resolution Life has made improvements to the My Resolution Life portal to ensure that your information is kept safe and secure.

One of the ways that you can help us to achieve this is, when you are registering new staff to the portal, you ensure that you have provided their correct name and business email address. We will send them an invite to the portal for the registration to be completed. The invite must be accepted within 24 hours. This is done to ensure that your new staff have the appropriate access to the portal.

It’s also important to notify Resolution Life when any staff have departed from your business promptly. This can be done by going into the portal and either removing or deactivating them from your profile.

To find out more regarding this process, click here for the Onboarding new staff help guide.

Have you had a chance to use the Premium calculation tool in the My Resolution Life portal?

Embedded inside portal, the calculation tool allows you to generate quotes instantly for your clients, who are seeking to adjust their coverage to suit their situation when they need to. It is easy to use and a valuable tool for conversations with customers thinking about insurance affordability.

The calculation tool allows you and your staff to produce a quote or submit a quote digitally for your client, who want to decrease their cover sum insured and/or change their IP benefit wait/benefit period for the following policies:
Risk Protection Package, Elevate Insurance and Resolution Life Insurances.
The benefit of the calculation tool is that it can be used at a time that is convenient for you and your client. This will ensure that we are able to process their request quickly. 

A recap of the features released in September 2023 for the calculation tool are:

Instantly get a quote to make the following changes to Risk Protection Plan (RPP) policies:
- decrease sum insured
- increase or decrease the waiting period for income protection benefit NEW!
- increase or decrease the sickness or injury benefit period for income protection benefit NEW!
- any combination of the above policy changes NEW!


What information can you see on the quote issued from the Premium Calculator?
- a breakdown of the current and new premium
- a 10-year projection for the new premium1


For policies renewing soon2, you can choose to:
- include in the quote the premium changes that will apply at renewal time
- adjust the quote to opt out of inflation adjustment.


Other improvements NEW!
- screen design uplift to assist user experience more contemporary look and feel
- improved Quote Summary design.

1 Feature currently not available for policies renewing within the next 2 months from the quotation date.
2 Policy renewal (anniversary) date within the next 2 months from the quotation date

Visit https://resolutionlife.com.au/advisersupport/news/premium-calculation-tool

If you need guidance with the above, such as logging in, how to search for your customers and granting your staff access to the portal, visit the My Resolution Life help centre. 

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 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.