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We are committed to improving our service delivery to you and customers, so we want to let you know that we are well advanced in reducing our service backlogs.
 

What this means for you

Over the past few years, we introduced new systems and processes, including a replacement finance system.

As these systems have been embedded, we’ve seen turnaround times for transaction processing and accumulated backlogs reduce significantly in the past weeks. This means we are returning to our standard SLAs for turnaround times.

Whilst there have been some fluctuations in our call wait times, we have seen significant improvement in the second half of 2022 and are continuing to add capacity to our contact centre to reduce these further.

How we have improved our service delivery

Earlier this year, you shared your feedback with us about how it was challenging for you and our customers to deal with us. We didn’t take this lightly, and we prioritised improving your experience with us. Over the recent months, we:

  • Have prioritised the clearance of post separation backlogs of work, adding additional resourcing and capacity to reduce these significantly.

  • Have cross-skilled our staff and streamlined our processes to better optimise our staff workloads. Doing so has meant our staff can now resolve a wider range of your queries.

  • Launched our live chat on the website and in My Resolution Life portal as an alternative to waiting on the phone to speak with us.

  • Are constantly improving our chatbot to better answer your queries. Currently, the chatbot can answer up to 80 questions, and can link you to relevant forms.

  • Addressed the functional issues in My Resolution Life so you can access current information about customers’ policies instantly.

 

Our commitment to you continues


Our transformation journey is not yet complete.

Our next path in the journey is to improve how you can interact with us online and through My Resolution Life. We have established a dedicated team to address underlying data quality issues, and are making good inroads into the remediation of identified issues.

We’re also focused on building more digital features and functions to enable you to access information you need quickly.

For example, we recently launched our insurance premiums calculator in September, and since then, we’ve continued to expand its’ functionality across more products and to provide you with more information up front, such as a premium breakdown and a 10 year projection.


As always, thank you for your continued support. Please keep an eye out for more updates in future newsletters.

 

Read the November 2022 newsletter articles

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 and 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), 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 you pay or the value of your investments. You can ask us for more details.