There are no specific exclusions for COVID-19 in any of our policies.

There are no specific exclusions for pandemics in any of our policies.

MLC Life Insurance has existing financial hardship provisions and options to support clients and this will be extended to those impacted by COVID-19 and who are concerned about their ability to pay their life insurance premiums.

We strongly encourage customers to talk to their financial adviser about other options that may assist during this time. Some areas for consideration are:

• Changing the premium payment frequency from yearly, half-yearly to monthly.
• Reviewing the sums insured and/or benefit structures to ensure your client’s cover continues to align to their current needs.

Although a customer can cancel without adviser advice, we always encourage customers to talk to their financial adviser about other options that may assist during this time.

If after consultation with their adviser, a customer would still like to cancel their policy, we can take their cancellation request over the phone and liaise with you with respect to cancelling the policy.

Together, we can keep your clients protected through these extraordinary circumstances.

Customers are encouraged to visit the COVID-19 Support Hub to obtain more information

We can accept digital signatures via the following means:

• Using digital signature technology such as DocuSign
• Applying an image of the customer’s signature
• Scanned copy of the customer’s ‘wet ink’ signature.

These forms of signature can be accepted across our New Business, Underwriting and Inforce requests for Retail Insurance policies.

For documents that require witnessing such as Beneficiary Nomination form, Memorandum of Transfers, Power of Attorney requests, Statutory Declarations and Certified ID however, we are unable support digital forms of signature.

We have educational and training support in place via our Distribution Team and this continues to be offered via Zoom technology in the current environment. To access this support, reach out to your local MLC Life Insurance Distribution Representative.

Tele-interviews have been temporarily switched off during the technology upgrade change over period and will recommence on Monday 1 June 2020.

For further information, contact your local MLC Life Insurance Distribution Representative, or call 13 65 22, 8.30am – 6pm (Melbourne/Sydney time), Monday to Friday.

No exclusion will automatically apply relating to COVID-19.

Customers who apply for insurance cover will be asked additional questions (refer to question 13 for details).

If a customer has plans to travel in the next 6 months (trip booked and not cancelled) we will exclude both COVID-19 and travel outside Australia. If the customer subsequently confirms this travel has been cancelled we will remove the exclusions.

Tele-underwriting and phone based pre-assessment operations have been suspended in line with the technology upgrade change over period. The recommencement date for these services is Monday 1 June 2020.

These are subject to change but as at 15 April 2020, we ask customers about their exposure to, or diagnosis of Coronavirus. We also ask about any symptoms the customer may be experiencing.

Financial

• We ask a variety of questions depending on whether the client is self-employed, employed or a contractor.
• These questions relate to any potential changes in employment, working hours, income etc. as a result of COVID-19.

Travel

• We ask clients about their recent travel and future travel, particularly to any high risk areas.

Other than the above questions, MLC Life Insurance will not ask any additional questions from health or medical professionals.

MLC Life Insurance has recently reaffirmed its support for healthcare workers at the frontline of the COVID-19 pandemic by signing an industry-wide commitment that ensures new customers (who are healthcare workers) are not prevented from obtaining life insurance cover purely through exposure, or potential exposure, to Coronavirus.

All existing customers, including frontline healthcare workers, continue to be covered as normal. There are no exclusions for COVID-19 in any MLC Life Insurance policies that would impact on how claims are assessed.

For more information, visit https://www.mlcinsurance.com.au/about-us/media/mlc-life-insurance-commitment-to-frontline-healthcare-workers

Yes. The additional underwriting questions will be requested for, but not limited to, any increases, reinstatements, or alterations (including reinstatement and non-smoker requests).

Yes, cover will be declined if the client:

• Has a current COVID-19 infection;
• Is in self-isolation (that is they have either tested positive or are exhibiting symptoms);
• Is in quarantine (that is they are at risk of having COVID-19 but are not infected or showing symptoms. Usually this is due to travel); and/or
• Is applying for IP or Business Expenses and they have had a drop in income, hours, have been, or have notified that they will be, stood down, placed on unpaid leave or made redundant.

No changes. We’ll continue to assess claims according to the terms of the relevant policy. Our claims team will continue to assess claims efficiently and fairly during this time. Importantly, for customers who have difficulty in accessing medical information in support of their claim, we are happy to discuss alternatives to ensure they continue to receive their benefit.

No. To make a claim for IP, your client will need to show that they’re unable to work (in accordance with the policy definition) due to sickness or injury.

Yes we do have a tele-claims service and we can start the claim process over the telephone. Both advisers and customers are able to contact our Claims Customer Contact Team and lodge their claims over the phone without the need to complete long and arduous claim forms.

Retail advice products do not provide cover for unemployment, in particular Income Protection covers individuals for Disablement arising from Sickness or Injury.

There are however circumstances where premiums may be waived and they include the following:

*Should the client have purchased the additional Premium Waiver Insurance (available under Lump Sum Insurance (with or without IP). In this instance an Involuntary Unemployment benefit exists which allows for a waiver of all premiums under the policy

*Should the client have in place MLC Protection First Income Protection Gold Insurance, this coverage also allows for the waiver of Income Protection premiums in the event of their Involuntary Unemployment.

In short, the answer to this is No. If however, following the 14 days of quarantine they are found to be COVID-19 positive then the situation may change where there may be the possibility of an Income Protection claim (depending on waiting period and length of Disability).

As is the case with all Income Protection claims, medical certification of one’s inability to work is based on doctor’s advice. Should one be certified unable to return to work due symptoms associated with COVID-19 then MLC would consider a claim if the period of Disability extended beyond the related waiting period.

MLC Life Insurance does not exclude individuals from claiming due to COVID-19 or any other pandemic.

For the overwhelming majority of individuals who have been diagnosed with COVID-19, their symptoms have been mild. If however, your client’s condition is of a severe form which requires a stay in ICU, MLC Life Insurance offers a Critical Illness benefit for ICU (involving mechanical intubation) stays of 7 days.

In addition, MLC Life Critical Illness with Extra Benefits Option offers a partial payment for ICU (involving mechanical intubation) stays of 5 days.

Those that may have been exposed will require 14 days of quarantine. Following the quarantine period, if they are given the all clear, they are able to return to work. Depending on the waiting period the client has on their policy, it is unlikely a short period of self-quarantine would result in a claimable event.

This will depend on the nature of the policy that the client has.

If your client has purchased the additional Premium Waiver Insurance (available under Lump Sum Insurance (with or without IP)). In this instance an Involuntary Unemployment benefit exists allowing for a waiver of all premiums under the policy.

If your client has MLC Protection First Income Protection Gold Insurance in place, this coverage also allows for the waiver of Income Protection premiums in the event of their Involuntary Unemployment.

The Income Protection insurance your client has, has no specific exclusions for pandemics so as with any claim, they would simply need to meet the eligibility criteria for the particular insurance benefits.

Given they have a 90 day wait period under this policy, in the event that they are exposed and need to be self-isolated for a 14+ days and then subsequently diagnosed, then the insurer would be in a position to assess a claim (as the Insurer would for any other health condition). Given this sequence of events the start of their 90 day waiting period would be from the 1st day of isolation. Benefits then become payable immediately after their waiting period ends.

If there is no diagnosis (injury/illness) that prevents them from working, there is no claim.

For multiple quarantine/isolation periods during their 90 day waiting period where they could be asked to self-isolate more than once – then they are eventually diagnosed, we will view this on a case by case basis in regards to the start date/first day of the 90 day waiting period.