We are committed to improving our service delivery to you and customers, so we want to let you know that we are well advanced in reducing our service backlogs.
What this means for you
Over the past few years, we introduced new systems and processes, including a replacement finance system.
As these systems have been embedded, we’ve seen turnaround times for transaction processing and accumulated backlogs reduce significantly in the past weeks. This means we are returning to our standard SLAs for turnaround times.
Whilst there have been some fluctuations in our call wait times, we have seen significant improvement in the second half of 2022 and are continuing to add capacity to our contact centre to reduce these further.
How we have improved our service delivery
Earlier this year, you shared your feedback with us about how it was challenging for you and our customers to deal with us. We didn’t take this lightly, and we prioritised improving your experience with us. Over the recent months, we:
• Have prioritised the clearance of post separation backlogs of work, adding additional resourcing and capacity to reduce these significantly.
• Have cross-skilled our staff and streamlined our processes to better optimise our staff workloads. Doing so has meant our staff can now resolve a wider range of your queries.
• Launched our live chat on the website and in My Resolution Life portal as an alternative to waiting on the phone to speak with us.
• Are constantly improving our chatbot to better answer your queries. Currently, the chatbot can answer up to 80 questions, and can link you to relevant forms.
• Addressed the functional issues in My Resolution Life so you can access current information about customers’ policies instantly.
Our commitment to you continues
Our transformation journey is not yet complete.
Our next path in the journey is to improve how you can interact with us online and through My Resolution Life. We have established a dedicated team to address underlying data quality issues, and are making good inroads into the remediation of identified issues.
We’re also focused on building more digital features and functions to enable you to access information you need quickly.
For example, we recently launched our insurance premiums calculator in October, and since then, we’ve continued to expand its’ functionality to provide you with more information up front, such as a premium breakdown and a 10 year projection. As always, thank you for your continued support. Please keep an eye out for more updates in future newsletters.
Read the November 2022 newsletter articles
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.
