Since 2016 Fidelity Life have been asking for feedback from claimants and new customers to improve the claims experience and on-boarding process for clients. They have now extended the programme 'Listening Post' to include feedback from policy renewal processes and the contact centre.
Here are some insights from what Listening Post has discovered so far:
- Advisers play an absolutely pivotal role. Customers really appreciate their knowledge, expertise and the friendly support throughout the new business on-boarding process.
- Some customers however are really struggling at renewal time and they’ve told us they want to talk to their adviser to re-assess their needs and understand their options.