CommInsure Protection Adviser Guide

160 Pages·2017·0.94 MB·English

ADVISER GUIDE.
For use in conjunction with CommInsure Protection Combined Product
Disclosure Statement (PDS) and Policy. Issue date: 23 September 2018.
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. CommInsure is a registered business name of CMLA.
25178/0918
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Contents.
Contacts Summary Underwriting business insurance
2 Contacts summary 68 Underwriting business insurance
2 Where to send applications 72 Transferring insurance cover held by
another insurer
Welcome to CommInsure
3 Using this guide Pastimes Guide
3 About our products and PDS 74 Pastimes guide
Administration services Occupation Guide
6 Our application process 88 Occupation guide
11 Application checklist Claims
13 Options and discounts to create more 152 Our approach to claims
affordable solutions
154 Our claim requirements
15 Premium factors by sum insured
156 The claims process
17 Making changes to existing policies
157 FastTrack claims
24 CommInsure to CommInsure
158 Tele-claims for income protection
replacement policy rules
Underwriting
37 Applying for cover with CommInsure
via Tele-interview
39 Our approach to underwriting
Medical underwriting
43 Medical underwriting
Financial underwriting
52 Financial underwriting
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Contacts summary.
I want to… Contact…
make general enquiries about new business 1800 805 686
discuss underwriting (requirements, decisions 1800 257 328
and pre-assessments)
send documents or information to an VIC/TAS
underwriter for a pre-assessment opinion Email: [email protected]
NSW/ACT
Email: [email protected]
QLD/WA/SA/NT
Email: [email protected]
enquire about tele-interview or make a booking 1800 846 189
get help with MyApply, MyQuote, Client VIC/TAS: 03 8628 5649
Portfolio Management (CPM), or the adviser site
NSW/ACT: 0428 851 059 or 0475 965 475
QLD: 1800 006 557
WA/SA/NT: 08 9218 5347
get an answer to a technical insurance question [email protected]
make a claim on behalf of a client or answer 13 1056
a client’s question
download brochures, forms and order adviser.comminsure.com.au
sales material or start using MyQuote,
MyApply and CPM
Where to send applications.
Online MyApply 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 comprehensive, ready-
reference tool with CommInsure’s underwriting
guidelines at your fingertips.
Using this guide. About our products and PDS.
This guide has tabs to help you find the This guide covers the following products:
relevant section:
• Total Care Plan (TCP) – includes Life Care,
• Administration Services Total and Permanent Disability Cover (TPD),
• Underwriting Trauma Cover, Accidental Death Cover and
Child Cover.
• Medical Underwriting
• Total Care Plan Super (TCPS) – includes Life
• Financial Underwriting
Care, TPD, Accidental Death Cover, Income
• Business Insurance Care Super and Essential Cover.
• Transfer of Insurance • SMSF Plan – includes Life Care, TPD,
• Pastimes Guide Accidental Death Cover, Income Protection
and Essential Cover.
• Occupation Guide
• Income Care – includes Income Care,
• Claims
Business Overheads Cover (BOC) and
This guide is available in PDF format Essential Cover.
from the CommInsure adviser site: • Income Care Plus – includes Income Care
adviser.comminsure.com.au with extras and BOC.
The adviser site also provides you with access • Income Care Platinum – all the benefits of
to underwriting forms, marketing material, Income Care Plus with a three-tiered total
quoting software (MyQuote) and our online disability benefit.
application system (MyApply).
You’ll find descriptions of the covers
we offer in our CommInsure Protection
Combined PDS and Policy, which is available at
adviser.comminsure.com.au. We recommend
you read this document; however, the following
diagrams will give you a quick overview of how
our products can be structured and which
cover combinations are available.
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Total Care Plan Income Care, Income Care Plus and
Income Care Platinum
Total Care Plan
Income Care
Core Cover Options
Core Cover Options
Life Care OR TPD OR Trauma OR Ac Dciedaetnhtal Income Care OR OBvuesrihneeasdss OR EsCsoevnetrial
d
TPD TPD der ad
n add TraTuramuam Pal/us Rider Child Cover Ri You can OBvuesrhineeasdss OBvuesrhineeasdss
a
u c Child Cover Income Care Plus
o
Y
Accidental Core Cover Options
Death
d
d Income Care Plus
a
Total Care Plan Super n
a
c
u
Total Care Plan Super o
Y Business Overheads
Core Cover Options
Life Care OR CaInrec oSmupee r OR EsCsoevnetrial Income Care Platinum
Core Cover Options
You can add AcInDcTceidPoaeDmtnheta l Rider You can add InBcousminee Cssa Orev ePrlhaetaindusm
Care Super
OR
Essential
Cover
The SMSF Plan
Our PDS includes our Policy Document
SMSF Plan
As our PDS also includes our Policy document,
all the information about our products and the
Core Cover Options
actual policy wording is contained within the
PDS. We recommend that your client keeps their
Life Care OR TPD OR PrInocteocmtieo n OR EsCsoevnetrial CommInsure Protection PDS in a safe place, as
the relevant policy sections become the Policy
dd TPD Rider danodc ummaeyn bt eu preoqnu wirehdic hat t thimeire coof vcelar iims b.ased,
a
n Accidental
ca Death Privacy of personal information
u
Yo Income We comply with the Australian Privacy
Protection Principles as incorporated into the Privacy Act
OR
1988 (Cth). All information provided to us as
Essential
Cover part of an application will be kept confidential
and only used for the purposes for which it has
been requested.
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Our application process.
The CommInsure Administration 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
clients’ policies.
Our team is dedicated to improving the client 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 – Application
Calculate quote MyApply, tele- ‘registered’ with
through MyQuote interview or paper New Business
4 5 6
Initial underwriting 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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Preparing and sending us Once you complete an application, MyApply
your client’s application. generates three information packs:
• a policy owner pack
You can create an application either by
• a life insured pack (if your client isn’t the
completing it online using MyApply, our
policy owner)
electronic application systems (which includes
our tele-interview service), or via our paper form • an action pack.
which is contained within the PDS.
MyApply integrates with other systems to give
Applying electronically through MyApply you a smooth end-to-end solution and ensures
MyApply is a simple online application that you can give your clients immediate
system that includes a comprehensive policy decisions.
set of underwriting rules.
If your customer has applied for their policy
With MyApply you can: electronically via our online application process
and alternative policy terms applied before the
• complete an application in under 30 minutes application was submitted, they will need to provide
• receive a decision from us in minutes us with a Confirmation of Alternative Policy Terms.
• enter the information in any order you like Please make sure your client provides us with
• stop at any time and come back later. the Confirmation within 28 days of their policy
commencing. If they don’t, their policy will end.
Tele-interview service:
You can indicate in MyApply that you would like Also, if we accept your clients application online,
your client to complete the Personal Statement their application documents, including the personal
over the phone with us through our tele- statement, will be made available to them.
interview service, otherwise proceed through
Please check that all information provided to us
the online application.
during the application process is accurate.
Within MyApply, ‘dynamic’ questioning means If you don’t believe it is, please contact us as
that questions are only asked if and when soon as possible on 1800 805 686 between
required. Where an application is subsequently 8 am and 8 pm (Sydney time), Monday to
referred to an underwriter for review, the Friday or by sending an email to
assessment will be completed in the quickest [email protected].
possible time.
If the policy is offered with a provisional offer,
MyApply is available through the CommInsure please ensure that your client understands the
Adviser site at adviser.comminsure.com.au terms and if your client agrees, to sign
the document.
To launch MyApply, first complete a MyQuote
quote, and then click the ‘apply’ button. If you have Any case that isn’t automatically accepted will be
any problems or you need a login ID, please call immediately lodged with our underwriting team
our help desk on 1800 240 405, 8 am to 8 pm for fast fulfilment. You will be able to check its
(Sydney time) Monday to Friday. progress via Client Portfolio Management
(CPM), which can also be found on the
CommInsure Adviser site.
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Applying via the paper form While we’re waiting on outstanding information,
If you choose to complete the paper application we keep each application open for:
form instead of using MyApply, please either: • a maximum of 28 days for administration
• email the form and quote to requirements (where these are the only
[email protected] requirements), or
• fax the form to 1800 258 828, or • 90 days for underwriting-related
• post the form to requirements (eg medical, financial
CommInsure Underwriting, or other information).
PO Box 319
Returning requirements.
Silverwater NSW 2128.
Additional requirements requested by
When we receive your
CommInsure can be either:
client’s application.
• emailed to [email protected]
When we receive your client’s application, • faxed to 1800 258 828, or
our Client Application Specialists will review
• posted to
it to ensure that all of the required sections
CommInsure Underwriting,
have been completed.
PO Box 319
If there are any omissions or outstanding Silverwater NSW 2128.
requirements, we will send you an updated New
If we don’t receive
Business Progress Advice (NBPA) showing all
the requirements, which you can also view everything we need.
through CPM. We will also attempt (wherever
Process for outstanding underwriting
possible) to obtain outstanding requirements via
and administration requirements
telephone utilising verbal signatures. You can
also view these through CPM. Day 1 We:
onwards • will attempt (wherever possible)
Any required medical examinations or blood
to obtain outstanding
tests should be arranged as soon as possible
requirements via telephone
or alternatively will be raised by Admin via
utilising verbal signatures.
CommInsure’s preferred Pathology/Health
• send you a NBPA detailing the
screening Supplier. For more information, please
outstanding requirements and
refer to the Unified Healthcare Group (UHG)
any action taken by us.
contact details on page 48.
• update CPM with any
Once all required underwriting information has underwriting and administration
been received and reviewed, our underwriters requirements and any action
taken by us.
will decide whether to:
• accept the cover(s) at standard rates Day 76 We send you a Not Proceeded
With (NPW) warning progress
• make a provisional offer (with alternative terms)
advice letter.
• decline the cover altogether.
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