Protection support for advisers

Yes. If you submit an application to us with between 2-6 policies associated to it, we’ll discount the policy fee on each policy within that application by £1.25. To benefit from the discount all policies must be put through in the same application. If a policy is submitted on a different application at a later date for the same customer the policy discount will not apply.

Yes, we need the customer’s email address as this is used as the logon to their portal, where they will be able to view their policy documents and change basic details like their address or direct debit. If the policy is joint life, please ensure both lives provide a separate email address as both lives are given their own customer portal access.

Before you have issued the policy as long as you have input payer details, you can edit (including add) by returning to the ‘payment details’ screen. After you have issued the policy you will need to call Zurich Life Servicing on 0370 850 4419.

You can choose to give up some or all of your commission to reduce the customer premium. This is done by inputting the desired percentage of your entitlement you wish to receive.

If commission flex is chosen, the whole premium will be reduced, including any premiums for additional benefits such as fracture cover, and any multi policy discount.

This can be done at either the quote or decision stage of the online application journey, but cannot be amended once you proceed past the ‘Decision’ screen.

Commission can only be paid on a non-indemnity basis for own life cases, with checking in place to confirm this. Where an own life case is submitted on an indemnity basis we will cancel the policy and ask you to re-submit a new application selecting non-indemnity commission terms.

As well as your own life, the following relationships are also deemed within the ‘own life’ definition. They apply to the submitting adviser, as well as any other adviser, employee or director of the adviser firm:

• Spouse / partner
• Children or step children
• Parents or step parents
• Brother, sister, step brother or step sister
• Spouse of any person listed above
• Business associate or employee of your adviser firm

We have changed the way this works for business submitted on the platform. An additional 10% Lautro commission may be payable for business submitted using the ‘Interactive’ underwriting route (subject to your distributor arrangement).

It is important an accurate policy start date is provided, please do not issue the policy until you know the start date. Once a policy is issued, the start date is fixed and can't be changed. The policy would then need to be cancelled and a new application submitted.

We have made a change to the way we price for smoking on the new products.

For Life, Life & Critical Illness policies we have 3 categories of smoking:

• Non-smoker - not smoked for at least 5 years
• Ex-smoker - not smoked for between 1 and 5 years
• Smoker - has smoked in the last 12 months

Not all portals have the facility to quote on an ex-smoker basis, so we will see some cases being quoted on portals as non-smoker, but if and when they come through to Zurich we find they are an ex-smoker, there will be a price increase for these cases.

For Income Protection policies:

• Non-smoker - not smoked within 12 months
• Smoker - smoked within 12 months

You can find out more information by selecting the lifestyle tab on our underwriting page.

This can occur when you quote as a non-smoker on the portal but when you access the Zurich Life Protection Platform, if the client has smoked within the last 12 - 36 months they will be reclassified as an ex-smoker and the quote will be adjusted to reflect this.

Yes, the last month of the policy will be a part month and this will be reflected in the final premium.

• 90 days after an underwriting decision has been made.
• After a period of 365 days on inactivity.

Once an application has been cancelled it is not possible to reverse this, so a new application may need to be resubmitted if the customer wishes to reopen.

No. If you fully complete the application journey online there is no requirement for any paper documents.

No. All applications need to be submitted before evidence can be requested. This is to ensure the correct evidence is requested and the appropriate chase cycle is in place.

When you dial 0370 850 4419, you will be met with four options:

1. Protection help point - If your call relates to a new application which is not a pre-application enquiry and has not yet been issued or started, or is medically related such as outstanding evidence, completed underwriting decisions, or general queries such as trusts and direct debits, please press option 1
2. E-Support - If your call relates to registering for our LPP site or you are experiencing technical issues with the portal please press option 2
3. Life Servicing - If your query relates to an application that has started and is regarding general information about the plan or a request for any amendments such as changes to cover and benefits, direct debits or change of address, please press option 3
4. Pre-App - If you’d like to speak to an underwriter for a pre-application indication of terms, please have your Zurich agent code ready and press option 4

Please choose the right option for your query so that you can talk to our dedicated teams as quickly as possible.

Yes a Customer portal is available and customers can view policies, access the document library for their policies and make basic changes online (change address, change direct debit). Customers will get an email to register to set this up after their policy(s) have issued.

To help your customers find their way around we’ve also created a useful guide to the portal. This contains everything they need to know to make the most of managing their policy, their way.

The new platform comes with extensive contractual change capability allowing you to change your customer's policies to meet their changing needs. The changes available include:

• increases and decreases in cover
• changes in term length
• adding and removing benefits
• changing increasing or decreasing rates

This can be done by yourself on your portal. You need to find the policy in My Policies, then click Servicing, and then amend the policy details as desired. If the change involves an increase in risk we will carry out further underwriting to confirm whether or not we can offer the change and on what terms.