Fido1_2In January, Fidelity became the first firm in our Annuity Monitor coverage group to offer prospective investors and clients the ability to open a new annuity contract electronically via the public site. The new tool significantly expedites the annuity account opening process, allowing users to complete and submit an application online in a matter minutes. This eliminates the possibility of postal mail delays and ensures that the firm receives all application materials in good order.

Looking beyond the account opening tool itself, we were pleasantly surprised by the excellent customer service Fidelity offered in conjunction with the tool.

Fido1_3

Clients with accounts at the firm are required to login to use the tool, while new investors must register for access before starting the online application process. Thus, Fidelity is able to monitor who is attempting to open an account and has personal information for that individual handy.

This became evident two weeks later when we received a phone call from a Fidelity investment consultant who asked if we required assistance in completing our application online. The consultant was friendly and knowledgeable, offering to help us complete the application over the phone or walk us through the electronic process step by step. In addition, the consultant was pro-active about identifying and answering any questions we might have.

After declining, we figured we had heard the last from Fidelity regarding this matter. To our surprise, we were sent a colorful mailer thanking us for our interest in the firm. “Thank you.” was emblazoned on the cover with Fidelity contact information provided inside. In addition, a business card from the investment consultant we had spoken with was enclosed offering a personal touch.

Fido2_2 

Fido3

Needless to say we were impressed by Fidelity’s commitment to service and the manner in which they supported the account opening tool.