Frequently asked questions: Financial adviser website

Transcription

1 Frequently asked questions: Financial adviser website How do I access the Financial Adviser Zone (FAZ)? Contact the Discovery Web team on Who can I contact when I need website or technical support? General queries: Contact Centre or invest_support@discovery.co.za Operating hours: 08:00 17:00 Monday to Thursday and 08:00-16:00 on Friday. Technical queries: Contact Centre or webinfo@discovery.co.za Operating hours: 07:00 18:00 Monday to Friday and 08:00 12:00 on Saturday. How do I reset my online password? On the Discovery website, click on LOG IN > Forgot username and password? and follow the prompts. For independent financial adviser personal assistants, you must submit a letter to Commissions, authorising access to the adviser s profile on FAZ. Can I register my clients as users of the Discovery website? No, clients must register themselves on the website. Ensure that when you onboard a client, you provide the correct cellphone number and address, as these are important during the client s registration process. The client can only register once we have activated the investment. Which internet browsers are supported? The website was extensively tested on Internet Explorer, Microsoft Edge and Google Chrome. The site does work on Safari but certain controls and features are not supported. How often is the website refreshed to reflect new business or changes to existing investments? How do I get my assistant registered to use the Financial Adviser Zone? It depends on whether it is an independent contractor, a Discovery Financial Consultants personal assistant, or an independent financial adviser (IFA) personal assistant For independent contractors and Discovery Financial Consultants personal assistants there is a specific process that needs to be followed. This is managed by the Sales Operations team. your request to salesoperations@discovery.co.za The information on active investments is updated once a day, overnight. The status of new business cases in progress or any other servicing change requests is updated immediately. Certain servicing change requests may take up to five business days to complete. However, this is not due to the refresh rate but because of the business process.

2 How can my client approve a servicing request that was processed on their behalf? Will I be notified if my client makes an online change to their investment? You are always notified when a client performs an online servicing change. You will Client approvals are done in the following ways: 1 You can prepare a paper form that the client has to sign in black ink. You can then scan and upload the form online on the Invest Servicing dashboard for the specific investment. 2 The signed form can also be ed to the relevant Discovery servicing team. The process results in delays as it is a more labour-intensive process. 3 Client approvals can also be done electronically. Clients who are registered users of the Discovery website ( can approve requests online. Once a client enters the Discovery Invest zone, pending approvals are shown under the Action items label. Unattended approvals are cancelled in 10 days. receive an notification when a client submits the change request. Which online servicing requests can I complete? You can complete the following servicing changes: Change or update a client s personal details Change or update a client s postal address or physical address Change or update a client s electronic contact details Change or update company details Change or update the recurring-contribution payment bank account details Change or update the contribution debit date Change or update the income payment bank account details Change or update beneficiaries Change or update dividend tax exemption Change or update the recurring-contribution fund selection. You can make the following transactional changes: Implement a traditional rebalance or ad hoc switch Change or update the automatic contribution increase Increase or decrease the recurring contribution Implement a new business additional investment Implement a withdrawal. You can do the following illustrations: Generate a servicing change illustration (quote) Generate a withdrawal illustration (quote). Who can view information on my practice and what can they see? Discovery franchise users can view all work in progress for a specific financial adviser. They can view servicing requests and have the ability to upload outstanding documents to support advisers in completing servicing requests. Franchise users cannot initiate a servicing request on behalf of an adviser. Their access is aimed at ensuring the adviser receives effective and efficient support from their Discovery distribution channel. Discovery head office call centre users can view all work in progress for a specific adviser and drill into the detail of servicing requests. Advisers can view client data, process servicing requests and view commission and fee income information. How does Discovery protect personal information online? Clients personal information is protected by security barriers. Discovery s hardware conforms to international best practices and is housed in a secure location. Discovery s software conforms to international best practices on internet security, firewall technology, authentication and access control. Access to clients online information is restricted to the servicing adviser and client. Our registration process for online access conforms to authentication best practices. This means that a password must be at least six characters long with at least a capital letter, lowercase letters and numbers. It s the user s responsibility to ensure that passwords are changed frequently and to memorise it.

3 Frequently asked questions: Digital investment statements What is the new digital investment statement? Do clients need a password to view their statements? We have revamped our quarterly fund statements and added new functionality to make them more interactive and informative. Clients can now view the full value of all the investment rewards they have received, as well as the returns of each of their investments. Where can clients find their Every quarter we clients the latest quarterly statement. They can view their new statement by clicking on the links in the . They can also view their statement on our website. Once logged in to our website, they can click on Investments > Reports > View historic communication for their quarterly statement. What do clients need to view their digital No. If a client has more than one investment, will they receive a digital investment statement for each investment? No, clients will receive one statement for all their investments with Discovery Invest with links to their individual investments details. How do clients know when their investment statement is available? Clients will receive an with their investment statement attached or an SMS to notify them that the investment statement is available on the Discovery website. If a client have not viewed an investment statement before, they will need to download the InfoSlips Viewer. They need an internet connection to view their statement on the website. Alternatively they can view the statement offline through the viewer but certain functionality will not be available, like videos. Is there a difference between the fund statement clients receive by each quarter and one they request from the Discovery website? Who receives SMS notifications for the We only send SMS notification to clients who do not have valid addresses. The SMS advises the client of the availability of the latest investment statement on our website. Who can view statements on the web? Yes, the quarterly fund statement includes an attachment that is always valid. Clients can view the attachment in their browser or in the InfoSlips viewer. The ad hoc investment statement they request on the Discovery website contains a PDF document that is the same as the download to PDF option available in the interactive version. Who can clients contact when they need support or have questions about their investment statement? Clients can contact their financial advisers or the Discovery Invest contact centre. Registered Discovery website users can log in to the site and view their statements. Clients who haven t registered on our website must follow the registration process before they can access their statements. Can clients ask for the statement to be sent again if they accidently deleted it? Clients can contact their financial advisers or our Contact Centre to request this. Alternatively they can access their quarterly statement on the Discovery website under Historic communication. General queries: Contact Centre or invest_support@discovery.co.za Operating hours: 08:00 17:00 Monday to Thursday and 08:00-16:00 on Friday.

4 Can clients request a printed copy of their Do clients always have to be connected to the web in order to view their interactive statements? Yes, they can call the Discovery Invest Contact Centre on or invest_support@discovery.co.za. Will clients still receive a printed investment statement? No, the offline version is available via the InfoSlips viewer but certain functionality like videos will not be available to view. The quarterly statement will include a print version and download to option. It is advisable to print via the download to PDF option. The print version is specific to individual user browser settings which could display the content in a non-user-friendly manner. We are moving to digital communication to protect clients and their personal information. Printed investment statements are only available on request. Clients must complete a Change of static details instruction and change their correspondence preference to post. The form is available on the Discovery website. What happens if a client does not have an address? Can clients request a statement for a different period? Yes. To request a new statement clients can click on Investments > Reports > Request reports > Fund statements and select the relevant investment and period they would like to request a statement for. This requested statement will not be interactive and will be produced as a PDF document. It is very easy to set up a free account. Alternatively, clients can view their investment statements on our website. Will I receive a copy of my clients investment statements? Can clients specify different addresses for their statements? No, their new digital investment statement will be sent to the address we have on record. You can access your clients investment statements on the Discovery website. Can clients view their investment performance? Can clients access their statements through the Discovery website? Yes, they can access their investments statements online. Once they ve logged in to the website, they must choose Investment > Reports > View historic communication. They can request new statements or view historic ones. The statements requested of the website will not be interactive and will be delivered as a PDF document. Can clients print my Yes, they can print their statements directly using the print button or alternatively they can download to PDF and print. Can clients access their digital investment statements via a mobile device? Yes, this is displayed on new investment statements. Can clients view their offshore statements in different currencies? They can view their statements in their selected reporting currency for multi-currency products and dollars for dollardenominated currency products. What happens if clients change their contact details? If a client changes their contact details, they need to update it on our website. They can simply log in and click on Investments > Your details > Change. We always communicate with clients using the last available contact information we ve received from them. What is InfoSlips? Yes. Can clients access their digital investment statements using the Discovery app? InfoSlips is a platform for the new digital interactive investment statement which will replace the current PDF fund statement. How do clients download the statement viewer? Yes, they can select their investment and request a document. They can download it from or alternatively through the link in the quarterly statement cover .

5 Is the viewer compatible with all operating systems? What do clients need to log in to the statement viewer? The viewer is compatible with Apple, Windows and Linux. What devices are compatible with the InfoSlips statement viewer? There are no log in credentials required to view InfoSlips on the desktop viewer. Do clients need the viewer to view the attachment? Apple and Android. Do clients have to download a specific web browser to view their new interactive statements? The file received is a specific file type which will only display in the InfoSlips viewer. Clients can download this from or alternatively via the link in the quarterly statement cover . No, the new digital investment statement is compatible with all web browsers. Discovery Invest 1 Discovery Place Sandton PO Box , Benmore 2010 Contact centre Fax discoverysouthafrica Discovery_SA youtube/discoverysa Discovery Life Investment Services (Pty) Ltd branded as Discovery Invest is an authorised financial services provider. Registration number 2007/005969/07. GM_53586DI_02/08/2018_V6