Kiwi life insurer Fidelity Life has taken a step towards transparency by disclosing its service response times, with the company underscoring its dedication to enhancing the advisory experience with the insurer.
Bronwyn Kirwan (pictured above), Fidelity Life’s chief sales and service officer, said that this initiative aligns with Fidelity Life's strategic focus on reviving its partnership with advisers.
“At our Engage conference, we made a clear commitment to getting back in the game with advisers. We’ve already taken significant steps to fulfil this promise and delivered on several initiatives such as Live chat, our dedicated adviser service team and signatureless forms, streamlining processes and enhancing service accessibility,” Kirwan said.
Kirwan said that by sharing its performance metrics, Fidelity Life is setting a benchmark for accountability and providing advisers and clients with a clear expectation of service timeframes.
According to the recently released metrics, Fidelity Life average wait call times are just over 20 seconds for new business queries and underwriting matters. The newly implemented live chat feature is also performing well, Kirwan said, as it can offer responses in about 30 seconds.
Kirwan said that Fidelity Life will continue to hold itself accountable and look for opportunities to improve.
In a bid to ensure continual service enhancement, the insurer will release its comprehensive service metrics monthly. Advisers can access this data through Fidelity Life’s Adviser Hub.
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