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Service standards strong
We’re pleased to share that our service standards for August and the first half of September were strong across both our call centre and operations.
Call Centre
This year, the Resolution Life call centre created a cooperative system that classifies our engagement specialists according to call type and complexity. We established three tiers (or queues) that not only helps us manage call volumes, but also ensures that calls are sent to the right area of expertise. It also helps us to train our staff quickly and allows us to adjust engagement specialists across the service tiers when needed.
For a period of six weeks, beginning on 1 August and ending on 15 September our performance was either below or nearly at our goal average wait time of three minutes.
1 August to 15 September 2023 – Average wait time for calls - across Australasia
|
Service Tier |
Average wait time (minutes) |
|
Simple Insurance |
2 minutes and 33 seconds |
|
Complex Insurance |
3 minutes and 9 seconds |
|
Super & Investments |
3 minutes and 10 seconds |
*Combined for both advisers and customers
Operations
In addition to the making improvements to our call centre, we’ve focused on streamlining our administrative processes and implementing automation to improve our speed and capacity.
New transaction processing - During the six-week period between 1 August and 15 September, the majority of our transaction types beat the service standard (85%*) - the only exception being non-financial transactions for super & investments, but this is gradually improving.
The reported period saw a high number of transactions, with 21,917 in the insurance space and 32,240 for super & investments.
1 August to 15 September 2023 – Transaction Services Standards – across Australasia
|
Transaction Type |
Service Standards* |
|
|
Insurance |
Super & Investments |
|
|
Financial |
90% |
88% |
|
Non-financial |
91% |
78% |
*Service Standard – percentage of transaction processed within days: Financial, 3 Days; Non-financial, 5 Days.
CPI adjustment webform for customers
Customers now have the opportunity to opt out of inflation adjustment on their insurance related products (excluding SMSF and Company owned policies) with the launch of the Opt out of Inflation Adjustment webform. The webform is accessible outside the My Resolution Life portal using this link.
This webform gives customers the choice to opt out for one year or permanently.
To submit the request, customers should complete the form and submit. Upon submission, a confirmation screen will appear and an email confirmation will be sent to the customer.
Overdue Notices (previously Missed payments report)
You can now access the Missed payments report, which has been renamed Overdue Notices, on My Resolution Life.
How to access the report
Simply log in to My Resolution Life and click on the ‘Overdue Notices’ option from your dashboard.
You will now be able to view renewal/missed payments correspondence for a single policy for a 7-day period with the ability to move between previous 7-days and next 7-days. This correspondence (document) retrieval can be used for current policies.
Your staff can access this report too. If you haven’t yet set up access for your staff, from your dashboard menu on the left of the Adviser view home screen, select the drop-down icon on Manage, then select Adviser staff credentials.
Click here for further step by step instructions on how to request access for your staff.
Quotation tool now live
Save time waiting on the phone and access our premium calculator through My Resolution Life today.
We have launched a new feature in the My Resolution Life portal that will allow you to produce or submit a quote digitally on behalf of your customers that have Risk Protection Package, Elevate Insurance or Resolution Life policies via the premium calculator. You can also request a quote to decrease the cover sum insured and/or change the Income Protection (IP) waiting period and benefit for all Risk Protection Package, Elevate Insurance or Resolution Life policies that have Death, TPD, Trauma or IP for customers in Australia.
Simply follow the prompts to generate a quote for your customer. You can then submit the request to make the change to the policy online on behalf of the customer, with applicable consents.
Learn more about the premium calculator here.
How to get quotes for waiting period or benefit period changes
1. Log in to My Resolution Life.
2. Search for the customer on the home dashboard and click on the customer from the search results to enter Customer View.
3. On the left-hand side menu, select Request a quote > Policy Alteration.
4. Click on the check box for ‘Change of Waiting period/Benefit period’ option as required.
5. You’ll be presented with the premium calculator. Simply follow the prompts to generate a quote.
Your staff can access the premium calculator by following the above steps too.
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.
We hope you find this update useful in assisting customers.
Indexation of fees and thresholds effective 1 October 2023
Effective 1 October 2023, the fees and charges for Goldline and Provider products have been reviewed and increased in line with movements in the Consumer Price Index (CPI).
Goldline Personal Superannuation Plan, Goldline Savings and Protection Plan
Provider Personal Retirement Plan, Provider Top Up Retirement Plan, Provider Savings and Protection Plan, Provider Special Purpose Plan
For more information
Please contact the Mature Products team for more information.
Annuities and getting a quote for your customers
Our annuity products are a secure investment offering a guaranteed rate of return for a fixed term of your customers choosing.
Why annuities?
Unlike traditional investments such as shares and managed funds, annuities offer a guaranteed rate of return, which once locked in, are not affected by market and interest rate fluctuations, so they can be relied on as a regular source of income.
By diversifying a retirement income stream and including an annuity for your customers, not only is there less exposure to investment risk, but there may be tax and social security benefits, when using a combination of guaranteed annuities, account-based income streams and other income streams.
Some of the benefits our Lifestream Guaranteed Annuities offer:
- Guaranteed return – customers have comfort, knowing their investment and income are secure no matter how the share market performs.
- Competitive rates – including bonus rates for larger investments.
- Choice of terms and payment frequency – customers can receive an income for a fixed term of their choosing, with income paid monthly, quarterly, half-yearly or yearly.
- Tax advantages - when investing with super money, payments are tax free for customers over 60 and tax offsets may be available for some people aged between preservation age and 60.
- Estate planning – customers have the choice of nominated beneficiaries or reversionary beneficiaries.
- Access to their money – customers will have access to either all or the residual value of their original investment, depending on the choice they make at the inception of their annuity.
Choosing the right annuity provider
To help you and your customers choose a quality annuity provider that can meet their needs, deliver a competitive rate of return and make good on their promises, it's important to consider:
- A well diversified, professionally managed investment portfolio
- A strong balance sheet
- Capital adequacy
- Diverse lines of business
- The structure and guarantee behind the annuity, and
- Product innovation.
Want an annuity quote for your customers?
Contact your dedicated Retirement Business Development Manager who can arrange this for you – this will include bonus quotes for larger investments.
Both Simon and Vijay would welcome the opportunity to help you and your customers with any annuity opportunity. If you would like more information, visit resolutionlife.com.au/aia or contact Simon and Vijay directly:
 |
 |
|
NSW/ACT/SA/WA/NT Simon Felice |
QLD/VIC/TAS Vijay Mathew |
Important information
Any advice and information on this website is general in nature and is provided by Resolution Life Australasia Limited ABN 84 079 300 379, AFSL No. 233671 (Resolution Life), which is part of the Resolution Life Group. Resolution Life can be contacted on 133 731 or via the contact us page. The advice does not take into account your personal objectives, financial situation or needs. Therefore, before acting on the advice, you should consider the appropriateness of the advice, having regard to those matters as well as the relevant product disclosure statement (PDS) or policy document, available from Resolution Life at resolutionlife.com.au or by calling 133 731, before making a decision about the product. Consider speaking to a financial adviser if you have any concerns.
If you decide to purchase or vary a financial product, Resolution Life and/or other companies within the Resolution Life Group will receive fees and other benefits, which will be a dollar amount or a percentage of either the premium they pay or the value of their investments. You can ask us for more details.
