What systems are in place for advisors to be notified if premiums have been missed?
If unable to collect premium or there are insufficient fund in the bank account, a Refer to Payer letter will be posted to your client. We’ll also send you an email notification. Letters are also available to view in the member and adviser portals. We will automatically attempt to recollect premium in the next 12 working days’ time.
If we’re unable to recollect in 12 workings days’ time, the arrear process is triggered. A letter is issued to your client and we’ll send you an email notification. Letters are also available to view in the member and adviser portal. Policy will automatically lapse for non-payment after 3rd failed collection, from their start date and not preferred direct debit collection date.
If your client has cancelled their direct debit, we do not currently issue any correspondence. However, this is under review.
What processes, system and guidance are in place to support advisors with customer retention?
We have a number of key features which will help support you in your client conversations and assist with retention.
• Fixed Benefit Option – Refer to page 20 of our
policy document
• Minimum benefit guarantee - Refer to page 21 of our
policy document
• Unemployed or Houseperson - Refer to page 27 of our
policy document
• Guaranteed insurability option - Refer to page 28 of our
policy document
• Decreasing your benefit amount - Refer to page 29 of our
policy document
• Changing your waiting period - Refer to page 29 of our
policy document
• Removing indexation - Refer to page 29 of our
policy document
• Making your finishing date earlier or later - Refer to page 29 of our
policy document
• Removing the minimum benefit guarantee if selected - Refer to page 29 of our
policy document
• Policy Breaks - Refer to page 31 & 32 of our
policy document
Is there a ‘premium holiday’ option available for customers?
We currently do not offer “premium holidays”. However, we do offer policy breaks. We know that sometimes a change in circumstances means that your client no longer needs or wants to continue their income protection cover. For example, they may want to take a break from their occupation to study or raise a family, or it could be that your financial situation has changed and they feel they can no longer afford their policy. Income First gives your client the option to put their policy ‘on hold’ during this time, meaning they can retain the existing terms of their policy and reinstate it again quickly and easily. Income First gives you two options to put your policy ‘on hold’. For more information on these options please refer to page 31 & 32 of our
policy document.
Do you send annual statements to the customers and do the advisors also receive a copy?
We issue anniversary statements for all our Income First members. This includes details of current premium, new premium (if any changes), and benefit amount. We also share details of
HealthWise, our members benefit app.
These are sent via post to members and we will send an email alert to you so you can view the anniversary letter via the portal.