Admin Support Service

We input basic client information and meeting details into the CRM for any pending meetings or tasks.

Client Needs Analysis (Pre-Application):

• We receive completed client needs from the Adviser via email.

• Upon receipt, we load noted client information into the CRM. If already entered, we update details rather than creating a new client entry.

• We update client’s personal and contact information.

• Existing insurance details are updated under Life & Risk, with client status recorded.

  • • • •  Lead NTU (not going further)

        •  Prospective or existing policy (if future prospect)

        • First meeting (if an application meeting is scheduled)

• Existing mortgage details are updated under Mortgages as ‘Current Mortgage.

• Existing Fire & General information is updated under Fire & General as ‘Inforce.’

• Existing KiwiSaver information is updated under KiwiSaver as ‘Existing KS.’

• Client needs and supporting documentation are uploaded under L&R Documents

Application Loaded: 

• The completed application and supporting information are sent via email to the Admin Team.

• Client’s personal and contact information is updated.

• Application and supporting documentation are uploaded under L&R Documents.

Application Checked: 

• Disclosures are cross-checked against the Client Needs, and any missing information is noted.

• Provider requirements within the application (e.g., signatures, missing questions) are verified.

Application Submitted: 

• The application is sent to the Provider with confirmation of the correct Adviser Code and any outstanding information.

• A copy of the Application and Adviser Disclosure Statement is emailed to the client (saved as a PDF and uploaded to L&R Documents along with supporting information).

Application Loaded: Once the application is referred to underwriting

• An email confirming additional outstanding requirements is sent to the Adviser.

Client Disclosures:

• Adviser confirms and notes requirements. Once received, these are passed back to the Provider for further underwriting.

GP Notes:

• Upon receiving medical information requests, confirmation is obtained from the Adviser. Requirements are then followed up biweekly with updates noted on the client file.

Client Tests:

• Biweekly reminders are generated for the Adviser until completion.

• Requirements are noted and confirmed with the Adviser.

• Client Test Forms and templated letters are generated and sent to the Adviser.

• Follow-up with the Provider continues until results are received, with confirmation provided to the Adviser.

Offer of Terms:

• Adviser queries terms with the Provider, if necessary. The Offer of Terms is uploaded under L&R Documents. Final underwriting is noted and confirmed with the Adviser. Requirements for issuance are also noted.

Policy Acceptance:

• The Admin Team receives an acceptance email.

• Requirements are checked off according to the noted terms.

• A templated acceptance email is sent to the Provider.

• Documentation is uploaded under L&R Documents.

• The Admin Team follows up with the Provider every three working days until the Policy Schedule is received.

Closure/ NTU:

• The Admin Team receives confirmation to close.

• A templated ‘NTU’ email is sent to the Provider.

• The file is updated to reflect closure or 'NTU' status.

Policy Schedule:

• If incorrect, the Policy Schedule is referred back to the Provider.

  • • The corrected Policy Schedule is uploaded under L&R Documents.

• A templated letter is generated and emailed to the Adviser.

• A final check is completed for both Provider and Broker documents that could delay issuance.

• Any outstanding requirements are noted in an email containing the Policy Schedule.

• The Policy Schedule is cross-checked against Terms and/or Final Quote and Acceptance email.

• Finalized details are updated in the CRM.

• A Welcome Email is sent to the client 7 days after receipt of the Policy Schedule.

Anniversary Letter:

• Client files are updated based on correspondence from the Provider.

• Notes, API, Anniversary Date, and relevant documents are uploaded.

• An Anniversary Email is sent to both the Client and Adviser.

Arrears Letter:

• Client files are updated based on correspondence from the Provider.

• An Arrears Letter and a templated letter are generated and sent to the Adviser.

Retention:

• Notes, Retention Status, and Conserve Date (if applicable) are updated.

• If Cancelled, Notes, Policy Status, and relevant documents are uploaded.

• Correspondence from the Provider is sent to the Adviser.

Claims:

• Notes, Claim Status, and relevant documents (if applicable) are updated.

• Correspondence related to claims is sent to the Adviser.

Other:

• Relevant documents (if applicable) are uploaded.

• Correspondence is sent to the Adviser, and client files are updated accordingly.