Aviva Life Protection Solutions Tracking guide

Transcription

1 For adviser use only. Not approved for use with customers. Aviva Protection Solutions Your self-serve guide to getting the most out of the system

2 Welcome to the Aviva Protection Solutions Introduction We know your time is valuable. And the ability to easily track exactly what s happening with your client s cases makes life so much easier, saving you time that can be better spent on other priorities. Our online business tracking is designed to help you do this and more. Tracking puts you in control. Stay as up to date as we are and manage your business effectively by: Checking the status of individual cases Accessing policy documents online Receiving notifications on a wide range of case events Staying up to date on any actions you need to take to progress cases smoothly and quickly. Receiving key updates on existing policies, including cancelled direct debits. Time is money and by getting the most from our online tracking, you can save more of it. What s inside... Home screen 03 Overview 05 Requires action 07 Watchlist 09 Notifications 11 Application details 16 Making changes 20 Existing business notifications 21 DD rejections 23 DD cancellations 24 New DD set up 25 Lapse warnings 26 Policies cancelled 27 Reinstatements 28 Take a look at tracking in action Want to get a quick overview of everything tracking can offer? Using a fictional case, we take you through the lifecycle of a policy, showing you each stage of the tracking process. 29 Appendices 43 02

3 Aviva Protection Solutions Home screen When you log into secure services on Aviva for Advisers, you ll be taken to this screen under the Home tab

4 Aviva Protection Solutions Home screen continued Your account The system will recognise who you are, so everything you see on the Home screen is tailored to you. Once you ve submitted an application, you can track it in real-time. On the Home screen, your last 10 new business tracking cases are displayed. 3. Tracking tab Alternatively, you can click on the Tracking tab at the top of the page to access all areas of tracking Case details Click on the client name to go to the tracking application details screen for that case. 04

5 Aviva Protection Solutions Overview Clicking the Tracking tab at the top of the screen brings you to the Overview screen. Here you can see all your applications that have reached the decision screen in the quote and apply journey, ordered by the date they were submitted from newest to oldest. As on the Home screen, clicking on a client s name takes you into that application s details Please note An application reference starts with BAP whereas a policy number starts with BPL both will appear in tracking. Did you know? The average new business enquiry takes just 23 seconds in tracking

6 Aviva Protection Solutions Overview continued Overview tab Throughout tracking, you can use the left hand navigation panel to move around quickly and easily there s no need to use the back button in your internet browser. 2. Key The key above the list of applications tells you what each icon means when they appear in the status column. 3. Statuses A tick icon in the status column indicates that the policy is issued. For a complete list of the statuses that can appear in tracking, see page Statuses An exclamation mark icon in the status column indicates that actions are outstanding. 5. Application reference An application method indicator is included next to the application reference: (E) electronic, (P) paper, (R) reissue. 6. Search function You can use the search function to search by client name, status, policy number or application reference. 7. Export to Excel Data can be downloaded into Excel useful if you have a large amount of cases and need to manipulate data offline. 06

7 Aviva Protection Solutions Requires action The Requires action screen is your own personal to-do list. You can use it to filter and prioritise applications and to take timely actions to progress your cases quickly and smoothly. When an underwriting decision has been made on an application, you ll find it here Did you know? ALPS facilitates online trusts for personal protection and these can be managed in tracking. A Complete online trust action will appear next to an application if you ve started an online trust form but haven t yet completed the details

8 Aviva Protection Solutions Requires action continued 4 1. Requires action tab Clicking on the Requires action link in the left hand navigation panel brings you to this screen. Your newest required actions go to the top of the list, so if we ve made a decision on a case and you need to take action, you ll know what you need to do. 3. Required action Clicking on the required action against a given policy will retrieve that application. Once you re back in the application, it must be completed in the following sequence: 1. View decision 2. Payment & AML checks 3. Start date. So regardless of which task you select, the application will always open on the task that needs to be completed first Client name(s) As with previous screens, clicking on the client name will open the application details within tracking. 4. Filter Use the drop down menu to filter by type of actions if you need to go back and add missing information, such as a start date or payment details. 5. Export to excel You can also export this information as an excel spread sheet if you need to work with the data offline. 08

9 Aviva Protection Solutions Watchlist For those priority applications you want to keep an eye on, you can create your own personal watch list

10 Aviva Protection Solutions Watchlist continued 2 1. Your personalised view Clicking on the Watchlist link brings up your list of applications. This is your individual view which no one else can access. 2. Star icon You can add a case to your watch list from other areas of tracking just by clicking on the star icon. To remove a case from your watch list, just click on the star icon again it will turn grey to indicate it has been removed. 1 10

11 Aviva Protection Solutions Notifications Tracking provides over 100 new business notifications to help you manage your business more easily. New business notifications are triggered for a wide range of reasons, including when we request, receive or cancel an item of supporting evidence, or when an event occurs on a policy e.g. Policy issued, Policy closed. We ve provided a summary of these notification categories here, but you can view a complete list of all new business notifications on page 44. Notifications are triggered when we request, receive or cancel an item of supporting evidence for the following: AMRA consent GP report Targeted report Personal health questionnaire Non-medical questionnaire Financial accounts Business protection financial questionnaire Financial supporting evidence Outstanding investigations questionnaire Client questionnaire Additional information from GP GP report: Paid in advance Consultant letter Other life insurance office papers Refer to reinsurer MER (DC life) Notifications relating to Medicals Direct evidence when the evidence is requested, received, cancelled or placed on hold, and also when an appointment is arranged, cancelled or not attended and also when an appointment is arranged, cancelled or not attended: Doctor medical Nurse medical Nurse tele interview Notifications are also triggered when a policy is: Underwriting deferred Policy issued Closed plan not required Did you know? Thanks to recent enhancements, you can stay as up to date as we are through notifications relating to Medicals Direct evidence requests. This includes: Underwriting declined Closed medical evidence not received Closed other Doctor medicals Nurse medicals Nurse tele interviews 11

12 Aviva Protection Solutions Notifications When there s an update on the progress of a new business case, the Notifications screen will have all the details. It provides a list view of events across all pipeline applications. 2 Did you know? Thanks to recent enhancements, you can stay as up to date as we are through notifications relating to Medicals Direct evidence requests. This includes: 1 Doctor medicals Nurse medicals Nurse tele interviews 12

13 Aviva Protection Solutions Notifications continued 1. Accessing notifications To access the Notifications screen, just click on the link in the left hand navigation panel. You can use this section to monitor and manage your applications through the underwriting process. 2. Application details Each notification has a link clicking on this will take you to the application details screen. Notifications are stored for 14 days

14 Aviva Protection Solutions Notifications When there s an update on the progress of a new business case, the Notifications screen will have all the details. It provides a list view of events across all pipeline applications. Did you know? Thanks to recent enhancements, you can stay as up to date as we are through notifications relating to Medicals Direct evidence requests. This includes: 1 Doctor medicals Nurse medicals Nurse tele interviews 14

15 Aviva Protection Solutions Notifications continued 1. Application activity Notifications will also appear in the Application activity section in the Application details screen. 1 15

16 Aviva Protection Solutions Application details When you click on a client s name from any of the other areas of tracking, it will bring you to the Application details screen. Here you can view more detailed information about an individual application

17 Aviva Protection Solutions Application details continued Application summary Click on this link to view the application summary document. 2. Retrieving an application To go back into the application journey for example, if you need to add or edit information click on the Retrieve application button. 3. Application activity The first section shows application activity, which is populated at the same time as the notification, providing a history of what s happened on the case. The latest activity appears at the top of the list. 17

18 Aviva Protection Solutions Application details continued When you click on a client s name from any of the other areas of tracking, it will bring you to the Application details screen. Here you can view more detailed information about an individual application

19 Aviva Protection Solutions Application details continued 1 1. Client details As you scroll down the page, you come to the Client details section which details the client s contact information. Any trustees added for an online trust will also be displayed here. 2. Products Next, the Products section shows the policy type, status, sum insured, premium and commission details. 3. Missing information Finally, the missing information section displays any outstanding actions. Click on the Provide button to go back into the application to complete the necessary information. Policy documents can also be accessed here when generated, including online trust forms

20 Aviva Protection Solutions Making changes To make changes to an application, select it from your list on the Overview screen then click the Retrieve application button to go back into it. Tracking will always take you back to the last section you completed click on the blue links in the left hand navigation panel to go back and make any necessary changes. 20

21 Aviva Protection Solutions Existing business notifications If something happens with one of your existing policies - if a direct debit is cancelled for example - we ll tell you in the existing business notifications area. 4 2 Please note There are 6 types of existing business events that produce notifications: DD Rejections DD Cancellations New DD Set up Lapse Warnings Policies Cancelled Reinstatements Each notification remains in tracking for either 30 days or until replaced by a later notification

22 Aviva Protection Solutions Existing business notifications continued Viewing listed notifications Click on the Existing business notifications tab to view the list notifications are ordered by date with the most recent at the top. The left hand menu also details the number and type of existing business notifications available. 2. Details The header for each notification displays: 3. Expand button If the notification includes more details, these can be viewed by clicking the expand button. 4. Export to excel You can export the details contained in the grey area of each notification to an excel spread sheet if you need to work with this data offline. The event type & policy number 1 3 Policyholders names The date the event hit tracking 22

23 Aviva Protection Solutions Existing business notifications continued DD Rejections DD Rejections The DD rejection notification tells you that although the client s Direct Debit mandate is still active, a payment has been rejected. If this notification appears on one of your cases, the following will take place: We ll arrange to re-collect the failed payment in 10 to 14 working days, assuming the DD remains in force. We ll send out confirmation of the proposed re-collect to the premium payer. Details of how much and when DD we ll re-collect Cancellation are included in the confirmation. Please note In most cases the reason for the payment failing is Refer to Debtor which usually means there are insufficient funds in the account. There are other less common rejection reasons which usually involve the premium payer disputing the details of the collection for example Amount Differs or Amount not Yet Due. 23

24 Aviva Protection Solutions Existing business notifications continued DD Cancellations DD Rejections The DD (Direct Debit) Cancellation notification tells you that the DD for the policy has been cancelled but no premium has been outstanding for more than 30 days. If this notification appears on one of your cases, the following will take place: If the DD has been cancelled as a result of the client asking the bank or us to cancel the DD we won t write to request a new DD until a premium remains unpaid for 30 days. DD Cancellation However, if the DD has been cancelled by the bank for any reason other than client request No Account or Invalid Account for example we ll write to the client and inform them the bank have cancelled the DD. Please note If a premium is outstanding for 30 days or more, a Lapse Warning notification will be generated. Direct Debit cancellations come via the bank with the most frequent reason for cancellation being given as Request by the Payer. 24

25 Aviva Protection Solutions Existing business notifications continued New DD set up DD Rejections This notification tells you that a new direct debit mandate has been set up, where we previously reported a direct debit cancellation or lapse warning. We ll arrange to collect any outstanding payments in 10 to 14 working days. We ll send out confirmation of the proposed collections to the premium payer. Details of how much and when we ll collect are included in the confirmation. DD Cancellation 25

26 Aviva Protection Solutions Existing business notifications continued Lapse warnings DD Rejections The Lapse warning notification tells you that we don t have an active DD in place on the policy and a premium has remained unpaid for at least 30 days. If this notification appears on one of your cases, the following will take place: The day the notification appears in tracking, we ll send a letter to the policyholder to confirm we require a payment & new DD. The days until lapse shown in the heading will continually update based DD on the Cancellation current paid to date. It will usually indicate between 1-30 days. If it s showing more than 30 days, this indicates a payment has been received on the policy. 26

27 Aviva Protection Solutions Existing business notifications continued Policies cancelled DD Rejections This notification tells you one of your policies has been cancelled, and will specify the cancellation type as either Cancelled from inception, Terminated or Lapsed. Cancelled from inception: There are several reasons why a policy would be cancelled from inception. The most common reasons are: 1. Cooled Off the customer has asked us to cancel their policy within the cancellation period. 2. Reissues the original policy is cancelled DD from inception Cancellation and reissued as a new contract. The replacement policy will appear in your new business tracking. Terminated: In most cases this indicates the customer has asked us to cancel their policy. Lapsed: The policy has been cancelled due to outstanding premiums. In some circumstances cancelled policies can be reinstated and if this is the case the notification will include details of the reinstatement requirements. 27

28 Aviva Protection Solutions Existing business notifications continued Reinstatements DD Rejections The Reinstatements notification tells you that the policy has been reinstated it won t contain any additional information. If this notification appears on one of your cases, the following will take place: We ll write to the policyholder to confirm the policy is active We ll issue confirmation of proposed DD collections to the premium payer DD Cancellation 28

29 Aviva Protection Solutions Take a look at tracking in action Want to get a quick overview of everything tracking can offer? Using a fictional case, we take you through the lifecycle of a policy, showing you each stage of the tracking process. 29

30 Aviva Protection Solutions 1.0 Tracking in action Let s take a look at business tracking in action using an example application. In this example we begin outside of tracking. In the apply journey, the application has been submitted for a decision and has been referred to our underwriters. 30

31 Aviva Protection Solutions 2.0 Tracking in action At this point for a referred case, clicking the Save and exit button on the decision screen will mean the application will not go to underwriting. The case will appear in tracking showing a status of Decision referred. Please note In order for a case to be submitted for underwriting, at this stage you must click Continue. This will prompt you to enter the GP details - it s important you provide these so we can obtain any necessary medical evidence. If you have the payment details, you can go ahead and complete these. If you don t, an action will be generated in the Requires Action section of business tracking to remind you that these are outstanding. 31

32 Aviva Protection Solutions 3.0 Tracking in action The case will now appear in tracking at the top of the tracking overview table. The status shows as in underwriting and the! icon indicates that there is an outstanding action on the case to provide payment details and complete the anti-money laundering checks. As the case progresses through underwriting, notifications appear in tracking in real-time at each stage of the process, helping the adviser to remain as up to date as we are. 32

33 Aviva Protection Solutions 4.0 Tracking in action In Application details, the missing information section at the bottom of the page also shows the outstanding action to provide payment details and complete the anti-money laundering checks, and the application summary document is available to download. 33

34 Aviva Protection Solutions 5.0 Tracking in action Our underwriters have now accepted the case, so the status has changed to Accepted. We ll upload the underwriting decision into tracking in real time. 34

35 Aviva Protection Solutions 6.0 Tracking in action As the application has been accepted, two additional actions have now been generated: View decision Provide start date When the client is ready to go ahead, the adviser can retrieve the application by clicking on the link then: Make any final changes to cover, Complete any missing information, And then activate cover. 35

36 Aviva Protection Solutions 7.0 Tracking in action Back in Application details, the Retrieve application button can be used to view the decision. Real-time updates are generated as the case has progressed and these appear here in the application activity section, as well as on the Notifications screen. 36

37 Aviva Protection Solutions 8.0 Tracking in action The Missing information section mirrors any actions generated in the Requires action screen that require information which can be done by clicking the Provide button. The acceptance offer can also be downloaded here if required. 37

38 Aviva Protection Solutions 9.0 Tracking in action The adviser is taken back into the apply journey to the Decision summary screen. After checking the acceptance terms, the remaining steps need to be completed to issue the policy. From here, the screens will always be displayed in the following order: Provide payment details and confirm AML checks Online trust screens (for personal protection cases only) Provide start date Submit application Once each section is complete, the relevant action will drop off in tracking. 38

39 Aviva Protection Solutions 10.0 Tracking in action Having completed the missing information and submitted the application, tracking now shows the application status as Issued and a green tick appears to indicate that the case is complete. The case will remain in tracking for 30 days. 39

40 Aviva Protection Solutions 11.0 Tracking in action A notification has also been generated to show that the policy is now issued. 40

41 Aviva Protection Solutions 12.0 Tracking in action In the Application details, the link to retrieve the application has now been removed and an additional Policy issued activity has been generated. 41

42 Aviva Protection Solutions 12.1 Tracking in action Further down the screen, the policy status has updated to Issued and the start date field is populated. The client s documents are now available for thirty days after the policy is issued, so the adviser can print and pass them to their client. 42

43 Aviva Protection Solutions Appendices Status wording Accepted Issued Decision referred In underwriting Declined Deferred Closed - Client Request Closed - FA Request Closed - Acceptance expiry Closed - Plan Expired Closed - Medical evidence not received Closed - Plan not required Closed - Other Plan not required 43

44 Aviva Protection Solutions Notifications 44 Notification wording Closed - Client Request Closed - FA Request Closed - Acceptance expiry Closed - Plan Expired Closed - Medical evidence not received Closed - Plan not required Closed - other Underwriting Deferred Underwriting Declined Policy Issued Trust form received (applies to Relevant product only) Evidence Item Requested: AMRA consent Evidence Item Received: AMRA Consent Completed Evidence Item Received: AMRA Consent Incomplete Evidence Item Received:AMRA Consent Evidence item cancelled: AMRA consent Evidence item requested: GP report Evidence item received: GP report Completed evidence item received: GP report Incomplete evidence item received: GP report Evidence item cancelled: GP report GP report: Paid in advance Evidence item requested: Targetted report Completed evidence item received: Targetted report Incomplete evidence item received: Targetted report or policy level Policy Policy Policy Policy Policy Policy Policy Policy Policy Policy Policy

45 Aviva Protection Solutions Appendices 45 Notification wording continued Evidence item cancelled: Targetted report Evidence item requested: Personal Health Questionaire Completed Evidence Item Received: Personal Health Questionaire Incomplete Evidence Item Received:Personal Health Questionaire Evidence item cancelled: Personal Health Questionaire Evidence item requested: Non Medical Questionaire Completed Evidence Item Received: Non Medical Questionaire Incomplete Evidence Item Received:Non Medical Questionaire Evidence item cancelled: Non Medical Questionaire Evidence item requested: Financial Questionaire Completed Evidence Item Recieved: Financial Questionaire Incomplete Evidence Item Received: Financial Questionaire Evidence item cancelled: Financial Questionaire Evidence item requested: Financial Accounts Completed Evidence Item Received: Financial Accounts Incomplete Evidence Item Received: Financial Accounts Evidence item cancelled: Financial Accounts Evidence item requested: Business Protection Financial Questionaire Completed evidence item received: Business Protection Financial Questionaire Incomplete Evidence Item Received:Business Protection Financial Questionaire Evidence item cancelled: Business Protection Financial Questionaire Evidence item requested: Financial supporting evidence Completed evidence item received: Financial supporting evidence Incomplete evidence item received:financial supporting evidence Evidence item cancelled: Financial supporting evidence or policy level

46 Aviva Protection Solutions Appendices Notification wording continued Evidence item requested: Outstanding investigations questionnaire Completed evidence item received: Outstanding investigations questionnaire Incomplete evidence item received: Outstanding investigations questionnaire Evidence item cancelled: Outstanding investigations questionnaire Evidence item requested: Client Questionnaire Completed Evidence Item Received: Client Questionnaire Incomplete Evidence Item Received: Client Questionnaire Evidence item cancelled: Client Questionnaire Evidence item requested: Additional info from GP Completed evidence item received: Additional info from GP Incomplete evidence item received: Additional info from GP Evidence item cancelled: Additional info from GP Evidence item requested: Nurse Tele interview Appointment arranged on DD/MM/YYYY at HH:MM: Nurse Tele interview Appointment cancelled: Nurse Tele interview Appointment not attended: Nurse Tele interview On hold: Nurse Tele interview Evidence item received: Nurse Tele interview Completed Evidence Item Received: Nurse Tele interview Incomplete Evidence Item Received:Nurse Tele interview Evidence item cancelled: Nurse Tele interview or policy level 46

47 Aviva Protection Solutions Appendices 47 Notification wording continued Evidence item requested: Doctor Medical Appointment arranged on DD/MM/YYYY at HH:MM: Doctor Medical Appointment cancelled: Doctor Medical Appointment not attended: Doctor Medical On hold: Doctor Medical Evidence item received: Doctor Medical Completed Evidence Item Received: Doctor Medical Incomplete Evidence Item Received:Doctor Medical Evidence item cancelled: Doctor Medical Evidence item requested: Doctor's Own Medical Appointment arranged on DD/MM/YY at HH:MM: Doctor s own medical Appointment cancelled: Doctor s own medical Appointment not attended: Doctor s own medical On hold: Doctor s own medical Evidence item received: Doctor s own medical Completed Evidence Item Received: Doctor's Own Medical Incomplete Evidence Item Received:Doctor's Own Medical Evidence item cancelled: Doctor's Own Medical Evidence item requested: Nurse Medical Appointment arranged on DD/MM/YYYY at HH:MM: Nurse Medical Appointment cancelled: Nurse Medical Appointment not attended: Nurse Medical On hold: Nurse Medical Evidence item received: Nurse Medical Completed Evidence Item Received: Nurse Medical or policy level

48 Aviva Protection Solutions Appendices Notification wording continued Incomplete evidence item received: Nurse Medical Evidence item cancelled: Nurse Medical Evidence item requested: Consultant letter Completed Evidence Item Received: Consultant Letter Incomplete Evidence Item Received: Consultant Letter Evidence item cancelled: Consultant letter Evidence item requested: Other life insurance office papers Completed evidence item received: Other life insurance office papers Incomplete evidence item received: Other life insurance office papers Evidence item cancelled: Other life insurance office papers Evidence item requested: Refer to Reinsurer Completed evidence item received: Refer to Reinsurer Incomplete Evidence Item Received:Refer to Reinsurer Evidence item cancelled: Refer to Reinsurer Evidence item requested: MER (DC life) Completed evidence item received: MER (DC life) Incomplete Evidence Item Received: MER (DC life) Evidence item cancelled: MER (DC life) or policy level 48

49 Aviva Services UK Limited. Registered in England No Wellington Row, York, YO90 1WR Authorised and regulated by the Financial Conduct Authority. Firm Reference Number AL /2016