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Following a thorough review process, Resolution Life has chosen Australian Group Insurances Pty Ltd (AGI) to provide administration services for our group insurance plans. AGI is a leading Australian-owned third-party insurance administrator, who have a reputation for creating and delivering innovative insurance administration solutions.
The below FAQ’s will provide further information on the changes as well as points of contact should you have any further queries.
Frequently asked questions (FAQ)
When is the change happening?
We will be transitioning to AGI throughout October. During this transition period we finalise any plans that are currently in their annual review process and you will also begin to be engaged with by AGI for future reviews.
What differences will I notice?
The differences will be minimal. You will notice a change in who you communicate with (from Resolution Life to AGI). You may also notice some slight differences in how annual reviews are formatted. The biggest difference will be an improvement in the efficiency of our services.
What do I need to do?
You will need to update the contact details you have on file in relation to Resolution Life’s Group Insurance administration services. The bank account details for premium payments will also be changing, so please ensure you have updated these prior to any payments being made.
Why is the change being initiated?
We believe AGI’s extensive experience in managing group insurance administration will deliver improvements to process efficiency and an enhanced customer experience, with new technology solutions.
Does this mean Resolution Life is planning to exit the group insurance market?
No, our partnership with AGI demonstrates our ongoing commitment to servicing our group insurance customers.
Can you tell me more about AGI?
Established in 2009, Australian Group Insurances (AGI) are insurance administration specialists based in Sydney. AGI help businesses in the financial services industry reduce costs and save time with their unparalleled third-party administration solutions. AGI delivers market leading solutions designed to simplify the policy lifecycle from start to finish. Their superior service model combines strong expertise in insurance administration supported by powerful technologies, enabling their partners to focus on what they do best – protecting the lives and assets of their clients.
Can you please provide a list of functions that AGI will undertake on behalf of Resolution Life?
AGI will perform 3 main functions on Resolution Life’s behalf:
1. End-to-end administration services. This includes (but is not limited to):
• Organising pre-review data
• Conducting annual reviews, terminations and new plan installations
• Managing premium payments and invoicing
• Managing queries from Brokers, Advisers and customers
• Provision of initial underwriting and claim forms (noting AGI will not be involved in the underwriting or claims process)
2. Day-to-day pricing initiatives, including:
• Conducting re-rates
• New business quotes
• Quotes for insurance design changes
3. Day-to-day product initiatives, including:
• Drafting the policy addendums for agreed insurance design updates
• Drafting the policy schedules for new business or changes.
AGI will also be the first point of contact for any queries you may have regarding the above services.
AGI will not be responsible for claims or underwriting assessment. Resolution Life will retain full responsibility for these duties.
Resolution Life will also be monitoring AGI to ensure the highest standard of service is provided.
Will my personal information be held offshore?
No. AGI is an Australian owned company based in Sydney. All information is stored on local servers, protected by data security protocols that are compliant with all Australian data security regulations and requirements.
How will Resolution Life ensure security of data while dealing with an external entity?
Resolution Life maintains a comprehensive Third-Party Security framework to which AGI and all third-party suppliers to Resolution Life are subject. This Framework includes regular security assessments, continuous risk monitoring and secure data transfer between both parties.
Will AGI have a Contact Centre for assistance? If so, please provide details.
AGI will be the first point of contact for your administration and pricing queries, as well as any ad hoc queries you have. This includes queries that are currently sent to any of the following mailboxes:
• workplace@resolutionlife.co.nz
• workplaceunderwriting@resolutionlife.co.nz
• mmb-nz@resolutionlife.co.nz
• gireview@resolutionlife.com.au
• giadmin@resolutionlife.com.au
• group_administration@resolutionlife.com.au
• group_solutions@resolutionlife.com.au
• group_risk@resolutionlife.com.au
• group_risk_pricing@resolutionlife.com.au
• workplaceprotection@resolutionlife.co.nz
AGI’s contact details are below.
For administration and pricing queries:
Phone – (02) 9190 2500
Email – resolutionlife@agigroup.com.au
Will Resolution Life remain my Insurer?
Yes, Resolution Life will continue to remain your Insurer
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.
