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Migrating exAIA policies and enhancing our annuity quoting tool
We’re in the final stages of integrating all the former AIA Australia’s Super & Investment policy details into our product administration systems. This exciting step is expected to be completed early next month.
At the same time, we will be moving our annuities quoting tool into our My Resolution Life portal and enhancing the tool for an end-to-end digital experience. We’ll provide further updates in the coming weeks.
Celebrating Excellence: A Remarkable Service Case
We’re delighted to share exceptional feedback from Jackie a member of our Quality Assurance Team. Jackie recently reviewed a call handled by Senior Case Manager Nick.
Nick was managing a sensitive claim involving a customer with Parkinson’s disease. Despite the customer’s understandable emotional state, Nick’s empathetic approach made a significant impact. He acknowledged the customer’s difficult situation and offered to continue the call at a more convenient time, giving her the space, she needed to collect her thoughts and emotions.
Nick’s patience and understanding were evident as the customer discussed her condition, occupation, and functional barriers. He proactively gathered information, providing clarity about the process and next steps. His transparent and clear communication was commendable.
This call review stands as a testament to Nick’s outstanding work in supporting our customers during challenging times. His commitment to our Resolution Life values sets an inspiring example for everyone.
In Jackie’s words: “I completed a quality call review on one of Nick’s claims and wanted to provide feedback because this call was so great—it made me excited to hear all our Resolution Life behaviours displayed throughout the entirety of the call.”
This instance serves as a reminder of the impact our service can have on our customers’ lives.
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.
