Advice Process Overview

Starting an Advice Process

• To commence an Advice Process, on the Services tab within the Client file, go to 'Advice Process'

• Click '+' to trigger and a pop up will appear to kick it off

Types of Advice Process

• On the pop up, click on the box under Advice Process.

• A dropdown list is available for you to select which of the Advice Process you are to do for the client, whichever applicable.

Adviser Selection

• If you are with a Business Owner / Business Admin & Adviser Manager access, you are able to select who the Adviser is for this Client

• If you are an Adviser, you will automatically be tagged on this Advice Process

Client Involved

• Make sure that the applicable clients involved in the process is tagged correctly. 

• If you need to act more clients to be involved (e.g. Spouse, Child), just click on the icon highlighted to add

Online & Offline Advice Tool

• If the 'Online Advice Tool' is switched on, you will be able to select either you are doing an online or offline advice process.

• Offline Advice Tool - offers a simple method for navigating through the Advice Process. Advisers can upload documents directly from their local drives, streamlining the process of document submission and review.

• Online Advice Tool - provides an interactive platform integrated with the CRM. It enhances the Advice Process by facilitating real-time collaboration and communication between advisers & clients.

• Regardless if you selected the Online or Offline Advice Tool, the information needed on this page is similar.

L&R - New / Review Online Advice

• The 'Online Advice Tool' as we call it, enables you to start and end your advice process within the CRM.

• Document template and email templates are available for you to work on as you move along the process.

• To maximize this tool, it's highly recommended to put all the notes and activities related to this advice within the Client File.

L&R New / Review Offline Advice

• Offline tool is a straightforward process where you can do two things:

  • Upload New - Upload the documents saved from your local drive

  • Link Document - You can link documents uploaded already in the 'Documents' tab

1. Advice Stages: This can be filled in with a date to mark off each stage and track where the client's process got up to (if uncompleted) or when each stage was completed (if completed)

2. File Details: The adviser giving the advice, the compliance team member (if applicable) who reviewed the file and the client's involved in the advice process

3. Specific Advice Notes: Goals and information important to the process and the client and/or adviser. 

4. Advice Document: Documents to be ticked off throughout the process, specific to the service

5. Generic Advice Notes: File notes, meeting notes, advice notes. 

6. End Process Button: When the Process is ended, a list of questions will pop up to finalise the Advice Process based on whether the Advice Stages are Complete or Incomplete. 

• Advice Stages: 

  • • Fact Find - Date that the Fact Find was completed with the client.

    • SOA Finalised - Date the SOA was finalised by the Adviser

    • SOA Presented - Date the SOA was presented to the Client

    • Application Submitted - Date the Application was submitted to the insurer

    • Policy Issued - Date the Policy was issued by the insurer

• Advice Documents: 

  • • PIA & Declaration - Personal Information Authority & Declaration Form

    • Scope of Service - Scope of Service Document

    • Client Fact Find - Fact Find, Needs Analysis Document or CRT

    • Statement of Advice - Statement of Advice or Record of Client Advice / Recommendation

    • Authority to Proceed - Signed Authority from the Client (pre-application)

    • Client Acceptance - PDFd email from the Client or signed terms confirming they're happy to issue the policy

    • Send to Issue Summary - Final Structure from the Client (post-application)

    • Research - Any Market Research and/or Comparison Quotes

• End Process Questions:

  • Incomplete

    • Was the advice process completed? 

    • Details

    • Have all the required documents been completed and uploaded?

      • If no, add details

    • Contact in the future for another review?

      • If yes, confirm the date

      • If no, why?

  • Complete

    • Was the full advice process completed?

      • If no, add details

    • There are Advice documents missing. Please upload missing documents or provide details as to why

      • Details

    • Did the advice include replacement of an existing insurance policy?

      • If yes, internal or external?

      • If internal or external, why does the new policy provide a better client outcome than their existing outcome?

      • Add details

    • Are there any Exclusions to review?

      • If yes, Create an activity

    • Would you like to schedule the next L&R Review?

      • If yes, confirm the date

Mortgage Online Advice Process

• The 'Online Advice Tool' as we call it, enables you to start and end your advice process within the CRM.

• Document template and email templates are available for you to work on as you move along the process.

• To maximize this tool, it's highly recommended to put all the notes and activities related to this advice within the Client File.

Mortgage Offline Advice Process

• Offline tool is a straightforward process where you can do two things:

  • Upload New - Upload the documents saved from your local drive

  • Link Document - You can link documents uploaded already in the 'Documents' tab

• Advice Stages: 

  • • Enquiry - Date that Enquiry from the Client is received

    • Needs Analysis - Date that the Fact Find or Statement of Position was completed with the client.

    • Application Submitted - Date that the Loan Application was submitted to the Lender

    • Loan Offer - 

    • Mortgage Settled - Date that the Mortgage is settled / the loan is drawndown

• Advice Documents: 

  • • PIA & Declaration - Personal Information Authority & Declaration Form

    • Scope of Service - Scope of Service Document

    • Client SOP / CNA - Client Statement of Position or Client Needs Analysis

    • Bank Submission - Loan Application submitted to the Lender

    • Letter of Offer - Letter of Offer from the Lender

    • Signed Loan Structure - Signed Loan Structure Document that was submitted to the Lender

    • Settlement Statement - Confirmation from the Lender that the Settlement was successful.

• End Process Questions:

  • Incomplete

    • Why was the advice process stopped? 

    • Details

    • Have all the required documents been completed and uploaded?

      • If no, add details

    • Contact in the future for another review?

      • If yes, confirm the date

      • If no, why?

  • Complete

    • Was the full advice process completed?

      • If no, add details

    • There are Advice documents missing. Please upload missing documents or provide details as to why

      • Details

    • Any other details to note?

Mortgage Refix Advice Process

• Advice Stages: 

  • • Refix Requested  - Date that the Client requests a Refix and/or agrees to get rates

    • Pricing Requested - Date that the rates are requested from the Lender

    • Refix Complete - Date that the Lender confirms the changes and/or Refix has been processed

• Advice Documents: 

  • • Client Authority -  Personal Information Authority & Declaration Form

    • Signed Loan Maintenance - Signed Loan Maintenance Document that was submitted to the Lender

• End Process Questions:

  • Incomplete

    • Why was the advice process stopped? 

    • Details

    • Contact in the future for another review?

      • If yes, confirm the date

      • If no, why?

  • Complete

    • Was the full advice process completed?

      • If no, add details

    • There are Advice documents missing. Please upload missing documents or provide details as to why

      • Details

    • Any other details to note?

KiwiSaver Online Advice Process

• Online advice process enables you to start and end your advice process within the CRM.

• Document template and email templates are available for you to work on as you move along the process.

• To maximize this tool, it's highly recommended to put all the notes and activities related to this advice within the Client File.

• Advice Stages: 

  • • KS Review Meeting - Date that the KiwiSaver discussion was completed (and Class Advice was given)

    • Application Submitted - Date that the Application was submitted to the KiwiSaver Provider

    • Advice Summary Presented -

    • Transfer Complete-

• Advice Documents: 

  • • Disclosure Document

    • Scope of Service

    • Declaration

    • KiwiSaver Information

    • Risk Profile Review

    • Advice Summary

• End Process Questions:

  • Incomplete

    • Why was the advice process stopped? 

    • Details

    • Contact in the future for another review?

      • If yes, confirm the date

      • If no, why?

  • Complete

    • Was the full advice process completed?

      • If no, add details

    • There are Advice documents missing. Please upload missing documents or provide details as to why

      • Details

    • Any other details to note?

KiwiSaver Offline Advice Process

• Advice Stages: 

  • • Class Advice - Date that the KiwiSaver discussion was completed (and Class Advice was given)

    • Application Submitted - Date that the Application was submitted to the KiwiSaver Provider

    • Transfer Complete - Date that the KiwiSaver Provider confirms the client's transfer or new application has been processed

• Advice Documents: 

  • • PIA & Declaration - Personal Information Authority & Declaration Form

    • Investor Confirmation - Investor Confirmation Form or Non-Personalised Advice Form

• End Process Questions:

  • Incomplete

    • Why was the advice process stopped? 

    • Details

    • Contact in the future for another review?

      • If yes, confirm the date

      • If no, why?

  • Complete

    • Was the full advice process completed?

      • If no, add details

    • There are Advice documents missing. Please upload missing documents or provide details as to why

      • Details

    • Any other details to note?

F&G Domestic & Commercial - New Business Advice

• Advice Stages: 

  • • Lead Received

    • First Meeting

    • Quoting

    • Terms Presented

    • Policy Issued

    • Cover Story Completed

• Advice Documents: 

  • • Scope & Declaratioin

    • Certificate of Currency

    • Policy Schedule

    • Confirmation of Coverage

• End Process Questions:

  • Incomplete

    • Why was the advice process stopped? 

    • Details

    • Contact in the future for another review?

      • If yes, confirm the date

      • If no, why?

  • Complete

    • Was the full advice process completed?

      • If no, add details

    • There are Advice documents missing. Please upload missing documents or provide details as to why

      • Details

    • Any other details to note?

F&G Domestic & Commercial - MTA Advice

• Advice Stages: 

  • • Request Received

    • Terms Presented

    • MTA Completed

• Advice Documents: 

  • • Certificate of Currency

    • Policy Schedule

    • Confirmation of Coverage

• End Process Questions:

  • Incomplete

    • Why was the advice process stopped? 

    • Details

    • Contact in the future for another review?

      • If yes, confirm the date

      • If no, why?

  • Complete

    • Was the full advice process completed?

      • If no, add details

    • There are Advice documents missing. Please upload missing documents or provide details as to why

      • Details

    • Any other details to note?

F&G Domestic & Commercial - Renewal Advice

• Advice Stages: 

  • • Pre-Renewal Presented

    • Terms Prepared

    • Terms Presented

    • Terms Alteration

    • Review Completed

• Advice Documents: 

  • • Declaration

    • Certificate of Currency

    • Policy Schedule

    • Confirmation of Coverage

• End Process Questions:

  • 
    

Complaint

• Advice Stages: 

  • • Complaint Received - Date that you received the complaint 

    • Acknowledged - Date that you confirmed receipt and action with the client. 

    • Reviewed - Date that the complaint has been investigated and all documents have been linked to the complaint file. 

    • Resolved - Date that the response has been provided to the system. 

• Advice Documents: 

  • • Written Complaint - A PDF of the complaint sent by the client, whether that is a written letter or an email

    • Acknowledgement - A PDF of your acknowledgement to the client, whether that is a written letter or an email

    • Response Letter - A PDF of your response letter to the client, whether that is a written letter or an email

    • Letter of Deadlock - If the Complaint Process reaches Deadlock, a copy of the Deadlock Letter. 

    • Supporting Doc 1 - Any relevant supporting information

    • Supporting Doc 2 - Any relevant supporting information

    • Supporting Doc 3 - Any relevant supporting information

    • Supporting Doc 4 - Any relevant supporting information

• End Process Questions:

  • Complete

    • Has the complaint been fully resolved?

      • If no, add details

• For further guidance, Scott Duncan has put together some Complaint Instructions that may be helpful to review:

  • • Complaint Instructions: Link

Investment Advice