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Surveys to be sent to insurance and superannuation customers

In previous newsletters, we let you know we’re emailing existing Resolution Life insurance and superannuation 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. Customers will receive either an insurance or superannuation and investment survey based on the type of product they hold.

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 BDM or ASM.

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:

  • Australian quarterly economic update

  • Claims comparison article

  • Replenishing your super after taking out a Covid withdrawal

  • Adapting to tech during Covid

  • Protecting yourself from Cybercrime

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: 

sept-communication-01

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. 

Informing customers about the ability to make one-off renewal payments online

You may recall that we had launched the customer self-service ability to make online one-off payments with a Visa or Mastercard debit or credit card.

We’ve now updated payment notices for eligible customers to include details on how to make their renewal payments online. Customer can expect to see the below on their payment notice:

card payment-01

For more information on which customers are eligible for this feature, please see our previous article.

Other articles in the September 2022 newsletter

 

Important information

Any advice and information on this website is general in nature and is provided by Resolution Life Australasia Limited ABN 84 079 300 379, AFSL No. 233671 (Resolution Life), which is part of the Resolution Life Group. Resolution Life can be contacted on 133 731 or via the contact us page. The advice does not take into account your personal objectives, financial situation or needs. Therefore, before acting on the advice, you should consider the appropriateness of the advice, having regard to those matters as well as the relevant product disclosure statement (PDS) or policy document, available from Resolution Life at resolutionlife.com.au or by calling 133 731, before making a decision about the product. Consider speaking to a financial adviser if you have any concerns.

If you decide to purchase or vary a financial product, Resolution Life and/or other companies within the Resolution Life Group will receive fees and other benefits, which will be a dollar amount or a percentage of either the premium they pay or the value of their investments. You can ask us for more details.