September 2022 customer communications and update

Surveys to be sent to customers

In previous newsletters, we let you know we’re emailing existing Resolution Life customers a link to complete a short, anonymous survey. The survey aims to gather feedback and insight regarding their experiences and expectations with Resolution Life. Survey invites are due to be sent in the coming month and we wanted to provide you with some more information.

• Surveys are online and are short, confidential and voluntary

• Surveys will ask customers about their experiences with our services, products and channels within the past 12 months. These include such experiences such as making a claim and making changes to their cover.

• We ask whether these experiences have been directly with Resolution Life or managed by their Financial planner.

• Invites will be emailed to a randomised sample of current policy holders.

These surveys form part of a broader Voice of Customer (VoC) program we are building to continuously seek and respond to customer feedback to drive better customer outcomes. Our customer insights indicate there are five drivers of customer satisfaction: accessibility, brand, communication, product and service and customer feedback from this will help us direct our efforts to activity that is most important to our customers.

If you have any questions regarding the voice of customer surveys please reach out to your Relationship Manager.

Life Matters customer newsletter

In October 2022, all customers with a valid email address on file will be receiving the Life Matters newsletter. Life Matters is our quarterly newsletter full of tips and insights for customers.

In this edition, we have the following articles:

• New Zealand quarterly economic update

• Adapting to tech during Covid

• Protecting yourself from Cybercrime

• Customer real life claims story

The above articles will be made available here.

A mobile-friendly My Resolution Life

Customers can now use My Resolution Life on their phones or tablets to manage their policies anytime. We’ve updated the My Resolution Life portal so it’s compatible with all mobile devices. There is no need to download a separate mobile app. Customers can simply login via our website as per usual.

See it in mobile view below: 

Our work is not done yet however, as we’ll focus on making My Resolution Life mobile-friendly for advisers next. We’ll update you when this is complete in our adviser newsletter.