Ho ho ho – welcome to your December issue of On Point!
This month we’re focusing on claims. We’ve got a great new flyer summarising our FY19 claims stats and a story about a customer who’s not letting Parkinson’s slow him down.
Don’t forget, if you have any feedback on On Point or the way we communicate with you we’d love to hear it - click on the link at the end of the page.
We know advisers love claims info! That’s why we’ve been working on building out the claims page on Adviser Hub so you’ve got everything you need at your fingertips.
We’ve published this great new flyer highlighting our $1 billion claims milestone and a breakdown of the claims we accepted in FY19. Printed versions will shortly be available from Soar, in limited quantities.
We’re also working on some new claims case studies. In our latest one, Mike Havill was diagnosed with Parkinson’s in 2012. While he was determined to keep working for as long as he could, by 2018 he needed to reduce his hours and claim on his income protection policy.
But Mike’s not letting Parkinson’s slow him down. In February he joins over 1,000 riders from all over the world taking on the Tour Aotearoa. Read about Mike’s journey here.
Claims tips
Claim time can be stressful enough for customers so, to help avoid any surprises or delays, make sure you understand the cover your customer has in place before you submit a claim. For example:
If you’re ever unsure your customer might have a claim under their policy, feel free to get in touch with our Claims team. They’re here to help – call 0800 88 22 88.
For more claims tips, go to our claims page
Customers’ feedback about their claims experience tells us:
We’ve found it’s a much smoother experience for customers when advisers and Fidelity Life work together to address these points.
| Date | Opening hours and commission payments |
|---|---|
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24 December
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Last commission payment before Christmas
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25-26 December
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Our offices are closed
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31 December
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One-off commission payment
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1-2 January
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Our offices are closed
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6 January
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Commission payment schedule back to normal
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In October’s On Point we mentioned the great work our Retention team’s doing to help customers retain their valuable cover.
By saving policies from being cancelled, assisting customers to pay arrears and reinstating lapsed policies, we’ve been able to retain policies with a combined API value of $3.6 million since July this year!
Retention is good business. This excellent result shows the value our combined efforts are having in keeping our customers protected – so thanks!
If your customer has existing cover with us, or another insurer, and it’s being replaced, you must complete a Replacement Form. Using this form gives you a framework for explaining to your customers the risks and benefits related to replacement policies.
The updated form is more user-friendly with less technical jargon and will be available on Adviser Hub and Web Apollo from 31 December. We’ll be rolling it out across Desktop Apollo and paper applications through January. Keep using the current version until your physical stock has run out and we’ll let you know when Desktop Apollo has been updated.
If you’re having trouble, make sure you log in to Adviser Centre using your agency number and to Adviser Hub using your email. Check out our FAQs for more help.
Your business should have one explains Trecia Brown, our Head of Professional Development, in this article published on RiskInfoNZ recently. For more professional development resources check out the Professional Development page.
The December issue of our customer newsletter covers the Mike Havill story and features top tips for sunblock coverage with a giveaway - read more here
I hope you enjoyed this issue of On Point. As always, if you have any questions or if I can help in any way please drop your Business Manager, Business Account Manager or the team a line.
On Point is taking a little break and will be back in February 2020. In the meantime, we hope you have an enjoyable holiday season and we’ll see you refreshed in the New Year.
As part of our continued commitment to you, our adviser community, we’ve been working hard to bring you new initiatives that are designed to enhance your experience of doing business with us. In this month’s issue of On point, we’re celebrating the launch of our new suite of professional development programmes with Adviser edge, and giving you some handy reminders about events and promotions. This is your April update.
We’re back with another collection of news, reminders and offers to help you stay informed and take advantage of our latest resources. In this issue, we're celebrating our recent Practice manager summit and gearing up for what will be a huge Engage 2024 – plus you can check out our extended No policy fees for life* offer, download our Advice for good social assets, and check out some important updates and reminders. This is your March update.
Welcome to our first newsletter of the year. We’re committed to continuing to fulfil the commitments we made last year, and we have some exciting new initiatives to share with you too. The year’s off to a great start. Earlier this month, we held our inaugural Practice manager summits in Christchurch and Wellington to a warm reception, with Auckland soon to follow. We’ve also introduced a new dedicated Adviser services team to help you do business with us more easily – more on that below. You can also read about our latest Outward Bound course recipients, express your interest in our new E-App and our Professional pathways programme, learn how to take advantage of our latest product enhancements, and more. This is your February update.
It’s been wonderful connecting with many of you over the last couple of months. Since I joined the company in October, I’ve had the pleasure of hitting the road and meeting over 150 members of our Adviser community across New Zealand.