After an extensive review process, Resolution Life has chosen Australian Group Insurances (AGI) to provide administration services for their group insurance plans across Australia and New Zealand. AGI is a leading third-party administrator, known for its innovative and efficient insurance administration solutions.
To support their commitment to the New Zealand market, AGI have established AGINZ Limited, a wholly owned subsidiary of AGI, ensuring their local presence is aligned with New Zealand's regulatory and customer service expectations.
The below FAQ’s will provide further information on the changes as well as points of contact should you have any further queries.
Frequently asked questions (FAQ)
When is the change happening?
We will be transitioning to AGI in Quarter 1 2025. During this transition period we will finalise any plans that are currently in their annual review process and you will also begin to be engaged by AGI for future reviews.
What differences will I notice?
The differences will be minimal. You will notice a change in who you communicate with (from Resolution Life to AGI). You may also notice some slight differences in how annual reviews are formatted. The biggest difference should be an improvement in the efficiency of our services.
What do I need to do?
You will need to update the contact details you have on file in relation to Resolution Life’s Group Insurance administration services. The bank account details where you make premium payments will also be changing, so please ensure you have updated these prior to any payments being made.
Why is the change being initiated?
We believe AGI’s extensive experience in managing group insurance administration will deliver improvements to process efficiency and an enhanced customer experience, with new technology solutions.
Does this mean Resolution Life is planning to exit the group insurance market?
No, our partnership with AGI demonstrates our ongoing commitment to servicing our group insurance customers.
Can you tell me more about AGI?
Founded in 2009 and headquartered in Sydney, AGI has become a trusted partner in the insurance sector, specialising in administration services that simplify the management of group insurance policies. The newly established subsidiary, AGINZ Limited, underscores their dedication to providing exceptional support to the New Zealand market. AGI’s proven third-party administration services help financial institutions streamline their processes and deliver superior customer experiences. Combining expert knowledge with advanced technology, they ensure a seamless policy lifecycle, allowing their partners to focus on protecting the lives and assets of their clients with confidence.
Can you please provide a list of functions that AGI will undertake on behalf of Resolution Life?
AGI will perform 3 main functions on Resolution Life’s behalf:
1. End-to-end administration services. This includes (but is not limited to):
• Organising pre-review data
• Conducting annual reviews, terminations and new plan installations
• Managing premium payments and invoicing
• Managing queries from Brokers, Advisers and customers
• Provision of initial underwriting and claim forms (noting AGI will not be involved in the underwriting or claims process)
2. Day-to-day pricing initiatives, including:
• Conducting re-rates
• New business quotes
• Quotes for insurance design changes
3. Day-to-day product initiatives, including:
• Drafting the policy addendums for agreed insurance design updates
• Drafting the policy schedules for new business or changes.
AGI will also be the first point of contact for any queries you may have regarding the above services.
AGI will not be responsible for claims or underwriting assessments. Resolution Life will retain full responsibility for these duties.
Resolution Life will also be monitoring AGI to ensure the highest standard of service is provided.
Will my personal information be held offshore?
Yes. AGI is an Australian owned company based in Sydney, NSW. All information is stored on their local servers, protected by data security protocols that are compliant with all Australian and New Zealand data security regulations and requirements.
How will Resolution Life ensure security of data while dealing with an external entity?
Resolution Life maintains a comprehensive Third-Party Security framework to which AGI and all third-party suppliers for Resolution Life are subject to. This framework includes regular security assessments, continuous risk monitoring and secure data transfers between both parties.
Will AGI have a Contact Centre for assistance? If so, please provide details.
AGI will be the first point of contact for your administration and pricing queries, as well as any ad hoc queries you have. This includes queries that are currently sent to any of the following mailboxes:
• workplace@resolutionlife.co.nz
• workplaceunderwriting@resolutionlife.co.nz
• mmb-nz@resolutionlife.co.nz
• gireview@resolutionlife.com.au
• giadmin@resolutionlife.com.au
• group_administration@resolutionlife.com.au
• group_solutions@resolutionlife.com.au
• group_risk@resolutionlife.com.au
• group_risk_pricing@resolutionlife.com.au
• workplaceprotection@resolutionlife.co.nz
AGI’s contact details are below.
For administration and pricing queries:
Phone: +64 9 363 2804
Email: resolutionlife@agigroup.nz
Will Resolution Life remain my Insurer?
Yes, Resolution Life will continue to remain your Insurer.
What you need to know
Resolution Life Australasia Limited ABN 84 079 300 379, NZ Company No. 281363, AFSL No. 233671 (Resolution Life) is part of the Resolution Life Group. 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.
