Our new customer service, underwriting and medical forms are now live on Adviser hub!
As well as the updated look and feel, we’ve included extra information to help customers understand what they’re filling in and added the ability to complete and sign the form on screen, without needing access to a printer.
We’re also in the process of updating our application forms so they can be filled in and signed by the customer at home, we’ll let you know as soon as they’re available.
Electronic signatures.
Although we’re unable to accept typed signatures, the signature can be drawn straight on the editable form using a touch screen or inserted as an image.
Check out our new formsTo help avoid disputes at claim time, promote good customer outcomes as well as protect your business and ours, it’s critical we have records which confirm the customer was aware of the disclosure we received.
We’ve had some instances where customers have later disagreed with the disclosure advisers have provided to us in relation to follow up of medical questions. In most cases we gather information directly from the customer via telephone underwriting, however if you do need to contact us to update us on anything material to their application please cc the customer or attach their original email for our records.
This includes:
At the third anniversary, all NTB customers (and their adviser) receive a letter outlining their options for conversion. There are several options to be considered, so it’s important you’re involved in helping them decide which bests suits their needs. If no action is taken, the cover becomes ‘indemnity’ rather than ‘agreed’, and therefore the ‘no ACC offset’ provision is no longer applicable.
Providing advice to your customers at the 3-year anniversary is important so that they can make the choice that’s right for them.
We’ve had a few queries regarding the vaccine so wanted to remind you that none of our current policies have an exclusion for Covid-19 or the effects of the Covid-19 vaccine. Customers are fully covered according to their policy’s terms and conditions.
Our NPS feedback tells us that not all customers understand the life insurance application process. So, we decided to see what we could do to improve that!
From June to August, we trialled the introduction of an automated email to all customers who applied via our e-application. The email acknowledged their application and explained the next steps.
The results have been positive with a significant increase in NPS scores from these customers, so we’ve decided to make it part of our standard process from 23 September.
A copy of the communication can be found here.
If you have any questions, please contact your BM.
Please continue reaching out to customers to understand the financial impact of Covid-19 on their cover. We have options available to help them keep their policies in place, the details are on our website.
Our entire team, including Business Managers can be contacted as usual via phone and email and we encourage you to use tools such as video conferencing to connect with us. Essential services such as commission payments, claims and issuing new business will continue as normal.
As we near the end of 2023, we’re not slowing down with our commitment to deliver new features, clear communication and improved service for you and your customers. In this issue you can read about our brand-new Working together guide, register your interest for Adviser edge, see our new transparent turnaround times and more. This is your November update.
As we near the end of 2023, we’re not slowing down with our commitment to deliver new features, clear communication and improved service for you and your customers. In this issue you can read about our brand-new Working together guide, register your interest for Adviser edge, see our new transparent turnaround times and more. This is your November update.
With Engage 2023 (and all its exciting announcements) in the rear-view mirror, we hope one thing is clear: we’re lifting our game for you. We’re committed to doing better by you, our adviser community – now it’s time for us to deliver. In this issue we’ll be highlighting some of the steps we’re taking to make your life easier. You can read about our range of new adviser-first features, learn more about Adviser edge, and see us stick to our promise of showing you service turnaround times. This is your October update.
This month we’re celebrating our inaugural Career connect graduates, reflecting on our first year of sponsorships, and bringing you some key news from around the business. This is your August update.