Service Standards
Serenia Life is committed to providing consistent service and creating transparency for what you can expect from us. Below is a list of different transactions you might initiate with us as well as a timeline of when you can typically expect to see it completed.
Serenia Life Service Standards as of March 1, 2026.
Once a request is in good order, our target is to complete 90% or more of requests within the stated service standard target below:
Email and Call Response
(% completed within target) |
||
|---|---|---|
| Responding to voice messages and emails | 1 business day | 99% |
Banking Related Changes (bank account, change frequency etc.)
(% completed within target) |
||
|---|---|---|
| Special payment redraw request | 1 business day | 100% |
| Time to complete changes | 3 business days | 87% |
Notification of Preauthorized Debit Returns
(% completed within target) |
||
|---|---|---|
| Notification (email or mail) sent | 3 business days | 96% |
Loans/Withdrawals/Cancellations
(% completed within target) |
||
|---|---|---|
| Time to process and release payment | 4 business days | 84% |
Claims
(% completed within target) |
||
|---|---|---|
| Receipt of Claims package after notification of death/illness | 4 business days | 95% |
| Claims decision after receipt of last requirement | 4 business days | 100% |
Address, Beneficiary, Name Changes
(% completed within target) |
||
|---|---|---|
| Time to complete transaction | 5 business days | 88% |
Complex transactions – ownership change, bankruptcy/power of attorney
(% completed within target) |
||
|---|---|---|
| Time to complete transaction | 10 business days | 95% |
NOTES:
While we are committed to upholding these targets, we can only do so when the forms received are in good order. Where a form is not fully completed or requires correction, we’ll communicate with you to explain how to make things right and allow us to move forward with your request.
Prior Month Results demonstrates the percentage of total transactions completed in the prior month which were completed within our Service Standard Target.
