CommInsure Adviser Guide 110514

152 Pages·2014·0.73 MB·English

Adviser Guide
For use in conjunction with the CommInsure Protection Combined Product
Disclosure Statement (PDS) and Policy. Issue date: 11 May 2014
Cover image area
Important information
This guide is issued by The Colonial Mutual Life Assurance Society Limited ABN 12 004 021 809 AFSL 235035,
expressly as a training guide to advisers. It is not to be issued or made available to members of the public.
For further information on each of the products included in this guide please refer to the CommInsure Protection
Combined Product Disclosure Statement (PDS) and Policy.
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Contents
2 Contacts summary
2 Where to send applications
Welcome to CommInsure
3 Using this guide
3 About our products and PDS
Part A – Insurance Services
6 Our application process
11 Application checklist
13 Options and discounts to create more affordable solutions
15 Making changes to existing policies
21 CommInsure to CommInsure replacement policy rules
Part B – Underwriting
28 Our approach to underwriting
32 Medical underwriting
41 Financial underwriting
57 Underwriting business insurance
61 Transferring insurance cover held by another insurer
63 Pastimes guide
77 Occupation guide
Part C – Claims
142 Our approach to claims
144 Our claim requirements
146 The claims process
147 FastTrack claims
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Contacts summary
I want to… Contact…
make general enquiries about new business 1800 805 686
and underwriting Email: [email protected]
speak to an underwriter about underwriting 1800 257 328
requirements, decisions or pre-assessments
send documents and/or information to an Vic/Tas
underwriter for pre-assessment Email: [email protected]
NSW/ACT
Email: [email protected]
Qld
Email: [email protected]
WA/SA/NT
Email: preassessments_wa/sa/[email protected]
get help with WriteAway, CALQ, Client Portfolio 1800 240 405
Management (CPM), or the adviser site
get an answer to a technical insurance question 1800 761 067
make a claim on behalf of a client or answer a 13 1056
client’s question
download brochures, forms and order adviser.comminsure.com.au
sales material or start using CALQ, WriteAway
and CPM
Where to send applications
Online WriteAway is available to use through adviser.comminsure.com.au
Email [email protected]
Fax [phone]
Mail CommInsure Underwriting
PO Box 319
Silverwater NSW 2128
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Welcome to CommInsure
This adviser guide is a About our products and PDS
This guide covers the following products:
comprehensive, ready-
reference tool with • Total Care Plan (TCP) – includes
Life, Total and Permanent Disability
CommInsure’s underwriting
(TPD), Trauma, Accidental Death
guidelines at your fingertips. and Child Cover.
• Total Care Plan Super (TCPS) – includes
Using this guide Life, TPD, Accidental Death, Income
This guide has three parts: Care Super and Essential Cover.
• SMSF Plan – includes Life, TPD,
• Part A – Insurance Services explains
Accidental Death, Income Protection
what we need from you when you make
and Essential Cover.
an application for your client’s cover.
• Income Care – includes Income Care,
• Part B – Underwriting contains all our
Business Overheads Cover (BOC) and
requirements and limitations for the
Essential Cover.
various types of cover.
• Income Care Plus – includes Income
• Part C – Claims explains how we look
Care with extras and BOC.
after your client’s claim.
You’ll find descriptions of the covers
This guide is available in PDF format
we offer in our CommInsure Protection
from the CommInsure adviser site:
Combined PDS and Policy. We recommend
adviser.comminsure.com.au
you read this document; however, the
The adviser site also provides you with following diagrams will give you a quick
access to underwriting forms, marketing overview of how our products can be
material, quoting software (CALQ) and structured and which cover combinations
WriteAway - our online application system. are available.
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Total Care Plan Super SMSF Plan
Coopretio cnosv e*r Life Care PIrnocte ocmtieo n EsCsoevnetrial Coopretio cnosv e*r Life Care TPD ^ PIrnocte ocmtieo n EsCsoevnetrial
What can TPD What can TPD
I add? I add?
Income Income
Protection Protection
Essential Essential
Cover Cover
Accidental Accidental
Death Death
Total Care Plan
Core cover Accidental
Life Care TPD Trauma
options * Death
What can TPD TPD
I add?
Trauma/
Child Cover
Trauma Plus
Child Cover
Accidental
Death
Income Care Income Care Plus
Core cover Income Business Essential Core cover Income Business
options * Care Overheads Cover options * Care Plus Overheads
What can Business What can Business
I add? Overheads I add? Overheads
* These can be taken as stand-alone cover or as the combination/s shown.
^ TPD can be held on a stand-alone basis within the SMSF Plan.
Our PDS includes our Policy
As our PDS also includes our Policy document, all the information about our products
and the actual policy wording is contained within the PDS. We recommend that your
client keeps their CommInsure Protection PDS in a safe place, as the relevant policy
sections become the Policy document upon which their cover is based.
Privacy of personal information
We comply with the Australian Privacy Principles as incorporated into the Privacy Act
1988 (Cth). All information provided to us as part of an application will be kept confidential
and only used for the purposes for which it has been requested.
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Part A –
Insurance Services
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Our application process
The CommInsure Insurance Services team process
transactions for our adviser networks and clients each year.
These transactions cover new client applications as well as
maintenance of our existing customers’ policies.
Our team is dedicated to improving the customer experience through an externally
recognised process improvement framework, and simplifying work practices to deliver
a consistently great service to our national network of advisers and clients every day.
Our 8-step application process is outlined below.
1 2 3
Application
lodgement –
Calculate quote WriteAway Application
through CALQ and paper ‘registered’
4 5 6
Initial Further information Final
assessment required assessment
7 8
Application Welcome pack
accepted/ including Policy
provisional offer/ schedule issued
declined to client.
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A A
Preparing and sending us your Once you complete an application, WriteAway
client’s application generates three information packs:
You can create an application, either
• a policy owner pack
by completing it online using WriteAway,
our electronic application system, or via • a life insured pack (if your client isn’t
our paper form which is contained within the policy owner)
the PDS. • an action pack.
Applying electronically through WriteAway WriteAway integrates with other systems
WriteAway is a simple online application to give you a smooth end-to-end solution,
system that includes a comprehensive set and ensures that you can give your clients
of underwriting rules. immediate policy decisions. If the policy is
accepted, all you need to do is ensure that
With WriteAway, you can:
your client signs the action pack, and
• complete an application in under returns this to us within 30 days.
30 minutes
Any case that isn’t automatically accepted
• receive a decision from us in minutes will be immediately lodged with our
underwriting team, for fast fulfilment.
• enter the information in any order you like
You will be able to check its progress
via CPM, which can also be found on
• stop at any time and come back later.
the CommInsure Adviser site.
Within WriteAway, ‘dynamic’ questioning
Applying via the paper form
means that questions are only asked if and
If you choose to complete the paper
when required. Where an application is
application form instead of using
subsequently referred to an underwriter for
WriteAway, please either:
review, the assessment will be completed
in the quickest possible time. • email the form to
[email protected]
WriteAway is available through
the CommInsure Adviser site at • fax the form to 1800 258 828, or
adviser.comminsure.com.au • post the form to
CommInsure Underwriting,
PO Box 319
To launch WriteAway, first complete a
Silverwater NSW 2128.
CALQ quote, and then click the ‘apply’
button. If you have any problems or you
need a login ID, please call our help desk
on 1800 240 405, 8 am to 8 pm (AEST),
Monday to Friday.
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When we receive your client’s Returning requirements
application Additional requirements requested by
When we receive your client’s application, CommInsure can be either:
our Client Application Specialists will
• emailed to
review it to ensure that all of the required
[email protected]
sections have been completed.
• faxed to 1800 258 828, or
If there are any omissions or outstanding
• posted to
requirements, we will send you an updated
CommInsure Underwriting,
New Business Progress Advice (NBPA)
PO Box 319
showing all the requirements. We will also
Silverwater NSW 2128.
attempt (wherever possible) to obtain
outstanding requirements via telephone
utilising verbal signatures. You can also If we don’t receive everything
view these through CPM. we need
Process for outstanding underwriting
Any required medical examinations or
and administration requirements
blood tests should be arranged as soon
as possible. For more information, Day 1 We:
please refer to the Unified Healthcare onwards • will attempt (wherever
Group (UHG) and Lifescreen Australia’s possible) to obtain
contact details on page 37. outstanding requirements via
telephone utilising verbal
Once all required underwriting information signatures.
has been received and reviewed, our
• send you a NBPA detailing
underwriters will decide whether to:
the outstanding requirements
• accept the cover(s) at standard rates and any action taken by us.
• make a provisional offer (with • update CPM with any
alternative terms) underwriting and administration
requirements and any action
• decline the cover altogether.
taken by us.
While we’re waiting on outstanding Day 76 We send you a Not Proceeded
information, we keep each application With (NPW) warning progress
open for: advice letter.
Day 90 We cancel the application and
• a maximum of 28 days for
send your client a letter to
administration requirements (where
confirm this.
these are the only requirements), or
• 90 days for underwriting-related
requirements (e.g. medical, financial
or other information).
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