eapp Express Online Application User Guide October 2012 aia.com.au Life s better with the right partner
eapp Express Online Application User Guide 2 Contents 1. Background.................................................................................................................................................................3 2. eapp Express access................................................................................................................................................4 3. Homepage....................................................................................................................................................................5 3.1 Client search function.............................................................................................................................................5 3.2 Creating a client......................................................................................................................................................6 4. Creating a quote........................................................................................................................................................7 4.1 How to create a quote.............................................................................................................................................7 4.1.1 Mandatory fields in the quote.....................................................................................................................7 4.1.2 Occupation selection..................................................................................................................................8 4.1.3 No. of qualifying policies (Multiplan Discount)...........................................................................................8 4.1.4 Policy fee....................................................................................................................................................8 4.1.5 Selection of benefits...................................................................................................................................9 4.2 Quote reporting options........................................................................................................................................ 10 4.3 Revise a quote function......................................................................................................................................... 11 5. Completing an application................................................................................................................................... 12 5.1 Complete an application....................................................................................................................................... 12 5.1.1 Mandatory questions................................................................................................................................ 13 5.1.2 Date requirements.................................................................................................................................... 13 5.1.3 Navigation................................................................................................................................................ 13 5.1.4 Section Map.............................................................................................................................................. 14 5.1.4.1 Travel and Residency under Section G..................................................................................... 14 5.1.4.2 Personal Doctor Details under Section I.................................................................................. 14 5.1.4.3 Payment Options....................................................................................................................... 15 5.1.4.4 Direct Debit details.................................................................................................................... 15 5.1.4.5 Credit Card Authority declaration section.................................................................................. 16 5.1.4.6 Adviser Details section.............................................................................................................. 17 5.2 Review an application........................................................................................................................................... 18 5.3 Submitting an application..................................................................................................................................... 19 5.3.1 Application submissions........................................................................................................................... 19 5.3.2 Smoker status........................................................................................................................................... 19 5.3.3 Football loading....................................................................................................................................... 19 5.3.4 Application Summary and Decisions section............................................................................................. 19 5.3.5 Credit Card details section........................................................................................................................ 20 6. Underwriting decisions......................................................................................................................................... 21 7. Passwords.................................................................................................................................................................. 22 7.1 Password reset...................................................................................................................................................... 22 8. Application tracking.............................................................................................................................................. 23 8.1 Proposals in Progress and Policy Schedules.......................................................................................................... 23 Copyright 2012 AIA Australia Limited (ABN 79 004 837 861 AFSL 230043). All rights reserved. This information is intended for financial advisers only and is not for wider distribution. This information is current at the date of distribution and is subject to change. This is general information in summary only, without taking into account the objectives, financial situation, needs or personal circumstances of any individual, and may not be exhaustive. It is not intended as financial, legal, medical or other advice.
eapp Express Online Application User Guide 3 1. Background eapp Express includes an underwriting validation layer which improves the quality and integrity of the data reaching AIA Australia. Users may benefit from the ability to provide customers with point of sale underwriting decisions. In addition, users will find eapp Express significantly easier to work as a result of the following benefits: Substantially reduced requirement for follow-up consultations with clients Simplified application process, i.e. all relevant questions automatically presented Improved listings, i.e. occupations Ease of navigation through quote and application Automated submissions and updates Enables the use of electronic declarations and payment authorities Eliminates the need for the signing and submission of special acceptance terms for cases with exclusions.
4 eapp Express Online Application User Guide 2. eapp Express access This guide illustrates how to complete a quote and submit an application via AIA Australia s eapp Express. All active advisers have access to eapp Express via AIA Australia s Adviser Site. Using your Adviser code and password, access to this tool is via the menu bar on the left hand side of the Adviser Site. You must have an internet connection to obtain quotes when using the online version of eapp Express. For details concerning the mobile version of eapp Express please contact your AIA Australia Client Development Manager. Login to the Adviser Site using your adviser code and password. eapp Express can be accessed via the menu bar on the left hand side of the Adviser Site.
eapp Express Online Application User Guide 5 3. Homepage From the homepage you are can create clients, create a quote for a new client, review, resume and view any of your last 10 quotes, draft applications and submit applications. Please note you will only be able to view quotes and applications created by your user login. 3.1 Client search function Search using client Name or Show All Once the client is found, select the Client Number or use the Action menu to: Update client details Create a new quote Resume a quote Resume an application View a submitted application
6 eapp Express Online Application User Guide 3.2 Creating a client To create a new client, click on Create or Priority Protection. Then complete the registration details. The mandatory fields in the registration that require completion are: Title Given Names Surname Date of Birth Gender
eapp Express Online Application User Guide 7 4. Creating a Priority Protection quote 4.1 How to create a quote From the Client Details screen select Priority Protection. 4.1.1 Mandatory fields in the quote There are a number of mandatory fields in the quote that require completion prior to completing an application. These are: Date of Birth Life Insured name Sex An occupation or occupation category Smoker status State
8 eapp Express Online Application User Guide 4.1.2 Occupation selection Type in the first 3 4 letters and a list will appear with relevant options. Double click on the required occupation to select it. Keep typing in the occupation name to drill down to the required occupation. If the occupation is not found you can select not on list or select the occupation category (without an occupation). The application then asks for the occupation and the user is able to manually type in the client s occupation details. 4.1.3 No. of qualifying policies (Multiplan Discount) The qualifying criteria must be met in order for a Multiplan Discount to be applicable. The criteria are as follows: A qualifying plan is one of the following listed plans for the same life insured, with an annual premium of $500 or more (excluding policy fee and stamp duty): Life Cover Plan Crisis Recovery Stand Alone Plan Income Protection Plan Business Expenses Plan Superannuation Life Cover Plan Superannuation Income Protection Plan The plan may either be applied for now or be an existing plan with a commencement date on or later than 1 December 2008. Where an incorrect selection of the number of qualifying plans is made, the multiplan discount will be adjusted accordingly prior to the Policy Schedule being issued to your client. The No. of other qualifying plans field should only be used for qualifying plans not included on the current quote. 4.1.4 Policy fee Policy fees are charged per life insured regardless of the number of plans, benefits or policies purchased. If a client has existing policies with AIA Australia the policy fee can be waived on new policies purchased provided their commencement date is on or later than 1 December 2008. In such cases please uncheck the Policy Fee box.
eapp Express Online Application User Guide 9 4.1.5 Selection of benefits The benefits are listed on the bottom left of the quote screen and can be expanded once selected and collapsed again by clicking on the plan name. Selected benefits will require additional information such as sum insured, benefit period, etc to be entered into the right hand side of the quote screen. Once all the client s details have been entered, click on Calculate/Save.
10 eapp Express Online Application User Guide 4.2 Quote reporting options There are two quote report options available under Documents on the quote screen: 1) Quote summary report 2) Full quote report When Full Report is selected the following features can be added to the quote report: Projection and comparison of premiums Comprehensive Income Protection report Calculate commission
eapp Express Online Application User Guide 11 4.3 Revise a quote function Whilst completing an application, you can return to the quote at any stage using the navigation at the top of eapp Express. To return to the quote click Quote where you will be able to make any changes to the details. To return back to the application click Proceed to App. Note that when revising a quote if you change the policy owner, all policy owner sections of the application will need to be updated when the application resumes.
12 eapp Express Online Application User Guide 5. Completing an application 5.1 Complete an application After completing a quote click on Proceed to App. The application will do the following: automatically recognise the relevant questions relating to the type of cover selected depending on your client s gender, the application will ask relevant questions and request tests where applicable apply underwriting guidelines according to gender apply medical and pastime exclusions and offers the client the option to accept or refer them accordingly cross reference underwriting guidelines e.g. a medical condition can be crossed referenced with family history or smoking habits to determine the outcome
eapp Express Online Application User Guide 13 5.1.1 Mandatory questions All mandatory questions will have a red asterisk next to them. These questions must be answered to proceed with the application. If any questions are missed or skipped an error message will appear requesting an answer. An application must have all mandatory fields filled in before it can be submitted to AIA Australia. 5.1.2 Date requirements Where a specific date is requested within the application (other than birth dates) the specific day is not as critical as the month and year. 5.1.3 Navigation There are four different ways to navigate in the application: Next will take you to the next mandatory question and also save any answered questions. Previous Section will take you to the beginning of the previous page. Skip to Next Section will skip all the mandatory questions and take you to the next section. Section Map will allow the user to navigate through the entire application. Please note: If you click the Back button in the web browser you will return to the Client Details screen. You must use the navigation buttons within eapp Express not in the web browser.
14 eapp Express Online Application User Guide 5.1.4 Section Map The section map shows you where you are in the application process. Each section can be completed in any order and once a section is completed it will be marked with a green tick. Incomplete sections will show the number of outstanding questions remaining. 5.1.4.1 Travel and Residency under Section G When filling in the online application the client has the ability to nominate if they intend on travelling or residing overseas. Clients can nominate as many countries as they wish in this section. To add a destination, type in the first three letters of the country and a drop down list will appear with all options starting with those letters. Click on the desired country to add it. If more countries are required select Add and to remove a country click on the red cross. Please note that the UK will appear as the United Kingdom and the US as United States of America. 5.1.4.2 Personal Doctor Details under Section I The dates in the Personal Doctor Details section can be completed as follows: What was the date of your last consultation? Specific month and year information is required. Day date is to the client s nearest recollection. How long have you been attending this surgery or practise? Years and Months are to be to the client s best estimate. If attendance has been less than 12 months, this will trigger a reflexive question requesting previous Doctor s details.
eapp Express Online Application User Guide 15 5.1.4.3 Payment Options The initial premium can be paid by Cheque, Credit Card or Direct Debit and ongoing policy premium can be paid by Direct Billing, Credit Card or Direct Debit. Selections made here will determine the payment details required by the client. Notes Only one payment option can be selected for the payment of the Initial Deposit Premium. Similarly only one payment option can be selected for the payment of Future Premiums. Select Yes to Would you like to provide payment details after the application has been submitted? if your intention is to provide the payment details as part of this application process. Select No to Would you like to provide payment details after the application has been submitted? if your intention is to provide the payments details after the application is submitted. 5.1.4.4 Direct Debit details If you select Direct Debit, you will first be prompted to provide the details of the main account to be used across the client s applicable policy/ies. These details are then populated across applicable multiple policies without the need to re-enter details. If additional accounts are required you can choose to enter new account details. If you have selected to provide payment details after submission you will be required to complete a direct debit authority form. A copy of the required form will be available to download under the Documents Tab upon submission of the application.
16 eapp Express Online Application User Guide 5.1.4.5 Credit Card Authority declaration section If you select the Credit Card payment option you will be prompted to make a Credit Card declaration. At this stage the only detail required is the cardholder name and the acceptance of the declaration itself. If you have selected to provide payment details after submission you will be required to complete a credit card authority. A copy of the required form will be available to download under the Documents Tab upon submission of the application.
eapp Express Online Application User Guide 17 Notes: Do not write Credit Card details on any correspondence to AIA Australia Do not handle electronic credit card details at all Don t send credit card details via email Never store sensitive credit card details Shred all paper records containing credit card details 5.1.4.6 Adviser Details section Complete all mandatory questions and accept the declaration by ticking I accept.
18 eapp Express Online Application User Guide 5.2 Review an application Click Review Answers to view all the answers you have provided in the application. This is the final opportunity for you to revise the quote and/or application (which may result in more questions appearing in the application for completion).
eapp Express Online Application User Guide 19 5.3 Submitting an application 5.3.1 Application submissions Once you click Submit on the Review Page a policy number is generated, an underwriting decision is provided, all automatic underwriting requirements are displayed, the benefit details are on the screen and the next steps are presented. The application is automatically sent to AIA Australia as soon as you click Submit. 5.3.2 Smoker status In instances where non smoker is selected in the quote and then you indicate that the client is a smoker in the application, eapp Express will re-calculate the premium accordingly and highlight the change in premium. The system will not allow an application to be submitted to AIA Australia with a discrepancy to the smoker status. 5.3.3 Football loading When the 25% pastimes loading is included in a Priority Protection quote and the client selects football from the Activities/Pursuits list within the application, the system will automatically accept the application for football and no exclusion will be applied. 5.3.4 Application Summary and Decisions section When an application is submitted, one of the possible Underwriting Decisions is the Application Accepted with exclusion. A specific exclusion can be applied to the policy based on the information provided in the application and allows the client to choose to accept the exclusion on the screen or refer it to AIA Australia for further assessment. This feature eliminates the need for a special acceptance terms letter to be sent and signed by the client. The offer is valid for 30 days and will remain in a Pending client decision status on eapp Express until the client makes a decision. If the client does not accept this exclusion or does not refer this policy to AIA Australia within 30 days, the policy status will change to Not taken up and can no longer be submitted to AIA Australia. If the client chooses to accept the decision, a declaration appears on the screen that the user must tick for acceptance.
20 eapp Express Online Application User Guide As part of the submission process, a copy of the application can be viewed/printed/emailed, including the Application Summary and Decision page. This is included as the coversheet of the application and contains the following information: Life Insured details Application details including the Underwriting Decision Underwriting requirements (if applicable) Benefit details (including a breakdown of Super and non Super benefits Premium details All questions and answers included in the application 5.3.5 Credit Card details section The Credit Card Payment details section will appear if selected. You must be connected to the internet for you to be able to use the secure payment service. When you select the option to use the secure payment service by clicking the link provided, the following page will display in a new window. Click Submit when all the correct details have been entered. The application will take you back to the eapp Express home page.
eapp Express Online Application User Guide 21 6. Underwriting Decisions There are 3 possible Underwriting decisions that eapp Express can return. These are: Application Accepted Application Accepted with a (insert name) exclusion Application Referred to Underwriting (with reason for referral).
22 eapp Express Online Application User Guide 7. Passwords 7.1 Optional reset After 3 failed attempts to insert a password, you will be locked out of the website. Reset your password by clicking on the forgot password link. Enter your username and click Continue. A challenge question will appear that you have previously nominated. Enter in the answer to the question and click Reset Password. If you cannot remember your answer, please contact us on 1800 033 490 to reset your password.
eapp Express Online Application User Guide 23 8. Application tracking 8.1 Proposals in Progress and Policy Schedules Advisers will be able to view/monitor the progress of all applications submitted via eapp Express by going into the Proposals in Progress report in the Adviser Site. Advisers can also obtain copies of Policy Schedules on the Adviser Site once all the administration requirements have been received by AIA Australia.
AIA Australia PO Box 6111 St Kilda Road Central VIC 3004 Phone: 1800 033 490 Fax: 1800 832 266 AIA06474 10/12