September 2022 customer communications and update

Surveys to be sent to insurance and superannuation customers

In previous newsletters, we let you know we’re emailing existing Resolution Life insurance and superannuation customers a link to complete a short, anonymous survey. The survey aims to gather feedback and insight regarding their experiences and expectations with Resolution Life. Survey invites are due to be sent in the coming month and we wanted to provide you with some more information.

• Surveys are online and are short, confidential and voluntary

• Surveys will ask customers about their experiences with our services, products and channels within the past 12 months. These include such experiences such as making a claim and making changes to their cover.

• We ask whether these experiences have been directly with Resolution Life or managed by their Financial planner.

• Invites will be emailed to a randomised sample of current policy holders. Customers will receive either an insurance or superannuation and investment survey based on the type of product they hold.

These surveys form part of a broader Voice of Customer (VoC) program we are building to continuously seek and respond to customer feedback to drive better customer outcomes. Our customer insights indicate there are five drivers of customer satisfaction: accessibility, brand, communication, product and service and customer feedback from this will help us direct our efforts to activity that is most important to our customers.

If you have any questions regarding the voice of customer surveys please reach out to your BDM or ASM.

Life Matters customer newsletter

In October 2022, all customers with a valid email address on file will be receiving the Life Matters newsletter. Life Matters is our quarterly newsletter full of tips and insights for customers.

In this edition, we have the following articles:

• Australian quarterly economic update

• Claims comparison article

• Replenishing your super after taking out a Covid withdrawal

• Adapting to tech during Covid

• Protecting yourself from Cybercrime

The above articles will be made available here.

A mobile-friendly My Resolution Life

Customers can now use My Resolution Life on their phones or tablets to manage their policies anytime. We’ve updated the My Resolution Life portal so it’s compatible with all mobile devices. There is no need to download a separate mobile app. Customers can simply login via our website as per usual.

See it in mobile view below: 

Our work is not done yet however, as we’ll focus on making My Resolution Life mobile-friendly for advisers next. We’ll update you when this is complete in our adviser newsletter. 

Informing customers about the ability to make one-off renewal payments online

You may recall that we had launched the customer self-service ability to make online one-off payments with a Visa or Mastercard debit or credit card.

We’ve now updated payment notices for eligible customers to include details on how to make their renewal payments online. Customer can expect to see the below on their payment notice:

For more information on which customers are eligible for this feature, please see our previous article.

Other articles in the September 2022 newsletter

• Interim Insurance Transfer Offer process

• Stamp duty remediation update

• Design and Distribution Obligations complaints reporting

• Change of insurer financial strength rating agency

• Indexation of fees and thresholds

• New insurance premium calculator