December 2021.
On point

December 2021.

Looking back at our 2021 achievements.

Thanks for all your support throughout 2021, although it’s been a challenging year for many of us, we’re pleased to be able to look back on some pretty significant achievements including:

  • Announcing a new CEO and several movements in our Exec team.
  • Unveiling a new look Sales and Service team and increasing our support for advisers with 3 new Business Managers.
  • Announcing the proposed acquisition of Westpac Life.
  • Launching the first phase of our new policy management platform – Tahi.
  • Achieving an adviser NPS of +52 and customer NPS of +18.

Commission runs over the Christmas break.

Please note the below dates for commission runs over the holiday period.

Last commission runs for 2021.   
PCMS 23 & 30 Dec
First commission runs for 2022.  
PCMS & Tahi 11 Jan

New business and a portion of May renewals now in Tahi.

On 15 November we launched our new policy platform Tahi for new business.

On 13 December we then moved a portion of existing Platinum Plus, Platinum Plus Level Term and Mortgage Protector policies with a May anniversary to Tahi. Moving a smaller subset of policies in the first instance gave us an opportunity to check all was running as expected, and ultimately ensure a seamless experience for you and customers.

In January, we’ll be moving more of Platinum Plus, Platinum Plus Level Term and Mortgage Protector policies over to Tahi, but we’ll give you more info on that before it happens.

If you missed the email or need more detail, see here.

Reflecting on COVID and claims.

The arrival of COVID produced global challenges in every aspect of society, not least for the health sector. Thankfully, prior to the first lockdown our claims team had begun working towards an ‘expert provider’ network, which, during lockdown, were able to move seamlessly to delivering most of their services to the customer online. This ensured timely assessment (and most importantly safety of the customer pre vaccination availability) and little to no hold up with medical claim acceptance.

The key was the health professional providing their clinical opinion on whether they believed they could provide the service via Telehealth and thankfully for the customer, in most cases engagement could continue. Whilst we accepted this wasn’t ideal, we’ve received positive feedback from most customers to date.

Customers in advised rehabilitation plans don’t have to acquire a monthly medical certificate from their GP and we’re committed to making the process and claims journey as easy and smooth for our customers as possible.

If you have any feedback or queries regarding COVID and claims please feel free to get in touch.