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Reaching out at renewal time
Review & Renew
Renewal time is important to our customers. They are reminded of the cover they hold with us and see upcoming changes in their annual premium. We use this opportunity to remind customers that they are in control of their insurance and can make changes to their policy to suit their life stage and needs. If affordability is an issue, we also want customers to know there are options available to help them reduce the cost, while staying covered.
Who are we contacting?
Retail standalone insurance customers with lump sum and/or income protection products.
How are we contacting customers?
Customers will receive an email and SMS.
Where does the email direct customers to?
Customers can visit our website read more about how to review their cover and changes they can make to their policy to make it more affordable.
When will they receive this?
We’ll be contacting customers by email within a week of them receiving their policy renewal notice, with some customers also receiving an SMS closer to their renewal date.
Alerting customers when they have missed a payment
Missed payments
Life is busy and sometimes bills can get on top of us. It can be easy to forget to make a payment or forget that a direct debit payment is about to be drawn. We send additional alerts to customers to address those insurance payments which were accidentally missed and help them get their policy back up to date.
Who are we contacting?
Customers who have recently missed an insurance payment, or their direct debit payment has been dishonoured.
How are we contacting customers?
Customers will receive an email or SMS depending on the contact details we have for them. This is in addition to the regular servicing communication they would receive regarding their overdue payment.
Where does the email direct customers to?
website about changes they can make to address affordability.
When will they receive this?
Customers will be contacted after they have missed one premium payment.
What you need to know
Any advice on this website is provided by Resolution Life Australasia Limited ABN 84 079 300 379, AFSL No. 233671 (Resolution Life), and 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 relevant product disclosure statement and/or policy document, available from Resolution Life at resolutionlife.com.au or by calling 133 731, before making a decision on whether to acquire, or continue to hold, the product.
The Target Market Determinations (TMDs) for our financial products (where applicable) can be found at Target Market Determinations (TMDs). The TMDs describe the key features and attributes of an applicable product that affect whether it is likely to be consistent with the objectives, financial situation and needs of consumers in the target market.
Resolution Life is part of the Resolution Life Group and can be contacted via contact us or by calling the phone number mentioned above.
