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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

Where the information on this website is factual information only, it does not contain any financial product advice or make any recommendations about a financial product or service being right for you. Any advice is provided by Resolution Life Australasia Limited ABN 84 079 300 379, AFSL No. 233671 (Resolution Life), 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 product disclosure statement and policy document for the product. Any guarantee offered in the product is only provided by Resolution Life. Any Target Market Determinations for our products can be found at resolutionlife.com.au/target-market-determinations. 

Resolution Life does not make any representation or warranty as to the accuracy, reliability or completeness of material on this website nor accepts any liability or responsibility for any acts or decisions based on such information.

Resolution Life can be contacted at resolutionlife.com.au/contact-us or by calling 133 731.