Life Insurance Code of Practice

Resolution Life has proudly adopted the Life Insurance Code of Practice (Code). The Life Code is the industry’s commitment to customers to provide high standards of service through every step of the customer journey.

To access a copy of the Life Code, click here. 

As a subscriber to the Life Code, Resolution Life is bound by all obligations of the code. If you feel we have breached the Life Code, please contact us, or you can make a complaint here.
 

Key Code promises

1. We’ll be honest, fair, respectful, transparent, timely, and where possible we’ll use plain language in our communications with you.

2. We’ll monitor sales by our staff and our authorised representatives to ensure sales are appropriate.

3. If we discover that an inappropriate sale has occurred, we’ll discuss a remedy with you, such as a refund or a replacement policy.

4. We’ll provide additional support if you have difficulty with the process of buying insurance or making a claim.

5. When you make a claim, we’ll explain the claim process to you and keep you informed about our progress in making a decision on your claim.

6. We’ll make a decision on your claim within the timeframes defined in the Code, and if we cannot meet these timeframes you can access our complaints process.

7. If we deny your claim, we’ll explain the reasons in writing and let you know the next steps if you disagree with our decision.

8. We’ll restrict the use of investigators and surveillance, to ensure your legitimate right to privacy.

9. The independent Code Compliance Committee will monitor our compliance with the Code.

10. If we don’t correct Code breaches, sanctions can be imposed on us.