Life looks good from here

Transcription

1 Life looks good from here Macquarie Life

2 Life looks good from here Our spirit of innovation and commitment to outstanding service is making life easier for advisers. In an evolving industry, it s more important than ever to be smart about the way you do business. Often it takes a fresh set of eyes to deliver genuine improvements. At Macquarie Life, we have a culture of supporting financial advice through innovation. We do this by challenging the status quo, providing greater efficiency and choice, and consistently delivering outstanding service. We were first to market with an intuitive online underwriting platform, making insurance applications faster and easier. This formed the foundation for the launch of our comprehensive FutureWise retail product suite. Next we launched Macquarie Sumo, introducing new levels of sums insured to the market to help you protect your high net worth clients. We followed this up with the launch of Macquarie Life Active, giving you a comprehensive, common-sense insurance offering that was the first of its kind in Australia. Then came a unique online toolkit, Macquarie Life Active Body. From day one, delivering high quality service and support to our advisers has been a consistent priority for the Macquarie Life team. In 2008, after only two years in the retail market, we were awarded Five Star status in the WA Taylor intermediary industry report (now known as the Beaton Benchmarks) on service. Importantly, we have now held this status for four years running. That makes us the most consistent performer in the industry over this time, and we continue to lead the market in the key categories of call centre, administration and communications. These are areas that can be difficult to get right, but we know they can make the biggest difference to you which is why we will continue to invest in our people and our technology to make Macquarie Life even easier to do business with. Lastly, we had the pleasure of working with Jessica Watson OAM, when Macquarie Life sponsored her successful Another Challenge campaign in the 2011 Rolex Sydney to Hobart Yacht Race, and we look forward to having her share her inspiring story with you. Justin Delaney Head of Macquarie Life 2 3

3 FutureWise Active Sumo An innovative product suite Award-winning, innovative and market-leading products. FutureWise Macquarie Life FutureWise offers a comprehensive and competitively-priced suite of products allowing you to choose the right combination of cover types and benefits to meet your client s needs. Comprehensive protection FutureWise offers a full suite of life insurance products, including: Life Insurance TPD Insurance Trauma Insurance Child Trauma Insurance Disability Income Insurance Business Expenses Insurance Blood Borne Diseases Insurance. Ownership flexibility Your client can take FutureWise outside or inside super (including SMSFs). Our Flexible Linking feature means cover for the same client can be held under separate policies with different policy owners, while still offering the benefits of the linking arrangement. Who is Macquarie Life? Macquarie Life Limited was established as part of Macquarie Group and has been offering insurance products through Macquarie Wrap since Today, Macquarie Life forms part of the broader Macquarie Adviser Services team, which provides services to, and manages relationships with, external financial advisers. Founded in 1969, Macquarie Group employs more than 15,000 people in over 28 countries. 4 5

4 Active Macquarie Life Active is a multiple award-winning offering that combines traditional Death, Total and Permanent Disability and Trauma insurance products into one simple alternative, allowing your client to make multiple claims based on the severity of their Health Events. Greater breadth of cover Different types of cover are bundled into one policy with more conditions covered. This means that your clients are more likely to receive a benefit payment in relation to a specific health event, compared to traditional life insurance policies. Benefit payments based on need Claims payments are based on the severity of the Health Event; the more serious the condition, the greater the benefit payment. Multiple claims allowed Clients can potentially make multiple claims over the lifetime of the policy. More affordable cover Providing a single policy means Active premiums can be lower than typical packaged Life, TPD and Trauma premiums. Simple, single solution There s only one policy to explain and less risk that your client will trade off one benefit for another. In 2012, we have identified some of the best features of our FutureWise and Active offerings, and made them available through either product: 1 the Activities of Daily Living component of Active has been incorporated into FutureWise 2 an occupational impairment definition has been brought into Active. By providing you with the best of both worlds in terms of product selection, you have more flexibility and choice when it comes to helping your clients select the right product. Sumo Macquarie Life Sumo provides life insurance for high net worth clients, enabling access to high levels of cover not easily attainable elsewhere in the Australian market. Easy application process Your clients are busy people, so we arrange all medical appointments and related transportation to minimise the disruption to their schedules. Access to experts We have established relationships with experts in the field of forensic and tax accounting. If required, they can help analyse complex financial structures and make the underwriting process clearer and more efficient. Priority service Sumo applications are treated with high priority by our underwriting and administration teams. We give you a dedicated phone number and address for Sumo-related queries. 6 7

5 Macquarie LifeConnect streamlining the personal statement process A commonsense approach to underwriting Our evidence-based underwriting philosophy means we treat every client as an individual, taking into account their unique medical, occupational and financial circumstances. Macquarie Life offers you and your clients a choice of three approaches for completing the personal statement questionnaire: 1 TeleConnect You set up the application online and submit it on your client s behalf. Our tele-interviewing service then completes the personal statement with your client when it suits them. 2 WebConnect You refer your client to our secure online portal, where they can complete the personal statement at their convenience within seven days. You then submit the application on their behalf. 3 Adviser You complete the personal statement online with your client, and you submit the application on your client s behalf. To help cover as many of your clients as possible, we look for innovative solutions on terms that are fair to all. We also keep you informed throughout the process and give you the opportunity to discuss any questions you may have. Finally, to assist in making the underwriting process streamlined for you and your clients, we can automatically arrange any follow-up medical tests and Personal Medical Attendant Reports, unless you inform us otherwise. Contactable from 8am-8pm EST on our direct line, or 24/7 via our mobile number, our underwriters are easily accessible at a time that is convenient to you.

6 Giving your client the tailored support they need We offer a range of services that are designed to be responsive to the specific needs of different types of claimants. These include: A client-centric claims process We aim to make the claims process as client-friendly as possible, with a quick turnaround of claims payments as soon as the necessary information has been received and requirements have been met. ClaimsConnect A tele-claims service delivered by our skilled and empathetic nurses which assists the claimant through the claim lodgement process, and reduces the need to submit ongoing paper forms for income protection. Fast Track claims We can fast track certain income protection claims in less than five working days using the Reed- Presley Medical Disability Adviser (MDA) duration guidelines. Limited claims Lump sum or income protection claims that will be of a limited duration will be directed through to our limited claims process to speed up their assessment. Complex claims Complex TPD or income protection claims will be processed by our specialist long-term claim unit. The claimant will receive the benefits of a personalised Claim Management Plan (CMP) using rehabilitation, vocational and integrative medicine specialists. Case management We offer all claimants support in addition to benefit payments, including free counselling sessions for claimants or their immediate families, and information packs on a number of common medical conditions. Notification of claims can be done by the web, phone, , post or fax. Our claims assessors understand how difficult claim time can be for your clients and they conduct themselves with compassion and empathy. We ensure that you, as the adviser, are kept informed throughout the underwriting and claims processes. Award-winning service Each year, Beaton Research & Consulting undertakes a comprehensive study of adviser satisfaction in the life insurance market, with more than 1,000 advisers participating in the 2011 survey. Macquarie Life was awarded Five Star status in the Beaton Benchmarks (formerly the WA Taylor intermediary industry reports) in 2008, 2009, 2010 and That makes us the only life insurer to have been awarded Five Star status for each of the past four years. In 2011, Macquarie Life ranked first for a number of quality performance categories, including: Overall adviser satisfaction Call centre and administration Communications. Macquarie Life is significantly outperforming the industry average for overall satisfaction. Having achieved a Five Star rating for four years in succession, they continue to set the benchmark for adviser service and support. Stefan Yelas Director of Research, Beaton Research and Consulting

7 Our spirit of innovation and commitment to outstanding service is making life easier for advisers. Intuitive online technology Macquarie Life was first to market with the intuitive underwriting platform, making the insurance application process faster and easier. Our platform allows you to receive an immediate underwriting assessment and submit the application online meaning clients can potentially be fully underwritten in as little as 20 minutes. Even in complicated cases where further underwriting is required, the application is electronically captured for the underwriters to review, so there are no mail delays. Validations within the electronic platform help reduce delays even further identifying errors and omissions that can often cause delays in paper applications. How does the intuitive rules engine work? The answer to each question is used to determine the next piece of information required. When your clients are applying for multiple benefit types, the rules engine only needs to ask each question once relevance can be assessed across the benefit types you are applying for. The rules engine can apply loadings or exclusions, rather than simply declining the cover or referring all non-standard cases to an underwriter. Benefits of using the online application Receive an underwriting assessment in as little as 20 minutes for cleanskins No need to complete a paper-based application Your client simply signs a hard copy of the online application which you may send to us Real-time, on-the-spot assessments can be made for cleanskins, you can gain immediate confirmation for your client 24-hour online access to track the progress of your clients applications if they are referred for further underwriting Automatic arrangement of follow-up medical tests and Personal Medical Attendance Reports can be arranged. The Macquarie Life Active Body online application revolutionises product education, making it even easier to explain the relationship between Health Events, claims and benefits payable to your clients. The application is available online at macquarie.com.au/activebody, or you can download the application free from the App Store SM or Android Market.

8 Our sponsorship of Jessica Watson In May 2010, Jessica Watson unofficially became the youngest person to sail non-stop and unassisted around the world. Not surprisingly, since then the accolades have kept coming. In 2011, Jessica was named Young Australian of the Year. She also became one of the youngest Australians to receive a Medal of the Order of Australia and skippered the youngest ever crew to finish the iconic Sydney to Hobart Yacht Race. Macquarie Life is proud to sponsor Jessica. We believe she s living proof that with the passion to succeed and willingness to push boundaries, people, like businesses, can achieve great things. I am grateful to have had the support of sponsors like Macquarie Life to help me reach my goals. Macquarie Life understands that to achieve most things in life requires dedication and hard work, so I m looking forward to sharing some of my stories with Macquarie Life s clients during the years ahead to hopefully help inspire others to achieve their goals. Jessica Watson OAM

9 Contact Macquarie Life Admin/Underwriting Freecall Fax Gateway GPO Box 5216 Brisbane QLD 4001 macquarielife.com.au Claims Freecall Fax GPO Box 4443 Sydney NSW 2001 BKL /12 This document is current as at 18 April This information is provided for the use of licensed financial advisers only. FutureWise, Sumo and Active are offered by Macquarie Life Limited (MLL) ABN AFSL and Risk Only Division of Macquarie Super is offered by Macquarie Investment Management Limited (MIML) ABN AFSL ( we, us, our or Macquarie, as the context requires). The information in this document is general information only. It does not take into account an individual s objectives, financial situations or needs. In deciding whether to acquire or continue to hold the products, the Product Disclosure Statement (PDS), which is available from us, should be considered. MLL and MIML are not authorised deposit taking institutions for the purposes of the Banking Act (Cth) 1959 and MLLs and MIMLs obligations do not represent deposits or other liabilities of Macquarie Bank Limited (MBL) ABN MBL does not guarantee or otherwise provide assurance in respect of the obligations of MLL and MIML. This information is provided for the use of licensed financial advisers only. In no circumstances is it to be used by a person for the purposes of making a decision about a financial product or class of financial products.