Service standards strong
We’re pleased to share that our service standards for August and the first half of September were strong across both our call centre and operations.
Call Centre
This year, the Resolution Life call centre created a cooperative system that classifies our engagement specialists according to call type and complexity. We established three tiers (or queues) that not only helps us manage call volumes, but also ensures that calls are sent to the right area of expertise. It also helps us to train our staff quickly and allows us to adjust engagement specialists across the service tiers when needed.
For a period of six weeks, beginning on 1 August and ending on 15 September our performance was either below or nearly at our goal average wait time of three minutes.
1 August to 15 September 2023 – Average wait time for calls - across Australasia
|
Service Tier |
Average wait time (minutes) |
|
Simple Insurance |
2 minutes and 33 seconds |
|
Complex Insurance |
3 minutes and 9 seconds |
|
Super & Investments |
3 minutes and 10 seconds |
*Combined for both advisers and customers
Operations
In addition to the making improvements to our call centre, we’ve focused on streamlining our administrative processes and implementing automation to improve our speed and capacity.
New transaction processing - During the six-week period between 1 August and 15 September, the majority of our transaction types beat the service standard (85%*) - the only exception being non-financial transactions for super & investments, but this is gradually improving.
The reported period saw a high number of transactions, with 21,917 in the insurance space and 32,240 for super & investments.
1 August to 15 September 2023 – Transaction Services Standards – across Australasia
|
Transaction Type |
Service Standards* |
|
|
Insurance |
Super & Investments |
|
|
Financial |
90% |
88% |
|
Non-financial |
91% |
78% |
*Service Standard – percentage of transaction processed within days: Financial, 3 Days; Non-financial, 5 Days.
Overdue Notices (previously Missed payments report)
You can now access the Missed payments report, which has been renamed Overdue Notices, on My Resolution Life.
How to access the report
Simply log in to My Resolution Life and click on the "Overdue Notices" option from your dashboard.
You will now be able to view renewal/missed payments correspondence for a single policy for a 7-day period with the ability to move between previous 7-days and next 7-days. This correspondence (document) retrieval can be used for current policies.
Your staff can access this report too. If you haven’t yet set up access for your staff, from your dashboard menu on the left of the Adviser view home screen, select the drop-down icon on Manage, then select Adviser staff credentials.
Click here for further step by step instructions on how to request access for your staff.
Quotation tool now live
Save time waiting on the phone and access our premium calculator through My Resolution Life today.
We have launched a new feature in the My Resolution Life portal that will allow you to produce or submit a quote digitally on behalf of your customers that have Risk Protection Plan policies via the premium calculator. You can request a quote to decrease the cover sum insured and/or change the Income Protection (IP) waiting period.
Simply follow the prompts to generate a quote for your customer. You can then submit the request to make the change to the policy online on behalf of the customer, with applicable consents.
Learn more about the premium calculator here.
How to get quotes for waiting period or benefit period changes
1. Log in to My Resolution Life.
2. Search for the customer on the home dashboard and click on the customer from the search results to enter Customer View.
3. On the left-hand side menu, select Request a quote > Policy Alteration.
4. Click on the check box for ‘Change of Waiting period/Benefit period’ option as required.
5. You’ll be presented with the premium calculator. Simply follow the prompts to generate a quote.
Your staff can access the premium calculator by following the above steps too.
If you need guidance with the above, such as logging in, how to search for your customers and granting your staff access to the portal, visit the My Resolution Life help centre.
We hope you find this update useful in assisting customers.
Important information
Resolution Life Australasia Limited ABN 84 079 300 379, NZ Company No. 281363, AFSL No. 233671 (Resolution Life). The content on this website is for information only. The information is of a general nature and does not constitute financial advice or other professional advice. Before taking any action, you should always seek financial advice or other professional advice relevant to your personal circumstances. While care has been taken to supply information on this website that is accurate, no entity or person gives any warranty of reliability or accuracy, or accepts any responsibility arising in any way including from any error or omission.
A disclosure statement is available from your Adviser, on request and free of charge.
