COVID-19 impacts and support for you and your clients
We know that many advisers have been getting COVID-19 enquiries from their clients.
We’ve prepared FAQs to help you answer commonly asked questions.
We’ve also outlined some of the special support we’re offering you and your clients at this time.
Existing business support
Underwriting changes
- How has your underwriting changed in line with COVID-19?
- Do you offer tele-underwriting?
- What additional underwriting questions are being asked in light of COVID-19 – especially of health and medical professionals?
- Are health workers able to be offered cover? If so, with what conditions? (ie a COVID-19 exclusion, declined cover, premium loading, or extended waiting periods)?
- Will any underwriting changes also apply to alterations to existing policies?
- Are there any instances where a client may be declined cover? For example, due to overseas travel?
- My client has had a COVID-19 vaccination. Will it impact their underwriting outcome?
- Will you ask for evidence of vaccination?
- My customer has got overseas travel plans and has been vaccinated. Why are you still applying a travel exclusion?
- Will our approach to COVID-19 change in the future?
Claims and hypotheticals
We understand that many clients have been asking for clarification around claims involving COVID-19.
Below are some Q&As you may find helpful.
- Are there any claims handling changes to assist clients that submit a COVID-19 related claim?
- Can clients make a claim on their retail income protection policy if they are self-isolating and have no COVID symptoms?
- Do you offer a tele-claims service (ie lodgement of claims over the telephone)?
- “My client has recently lost their job following government restrictions due to Covid19, are they covered under their policy?”
- “My client has recently been asked to quarantine for 14 days, but is able to perform their role, are they covered under their policy for this?”
- “My client is experiencing symptoms of Covid19, but technically is able to perform their role. Will they be covered if they no longer work due to diagnosis of Covid19?”
- “My client has been diagnosed with Covid19, can they claim under Critical Illness?”
- “My client works in health care, if she comes into contact with a patient who is then diagnosed with Covid19 and/or her workplace quarantines her as a result, does her policy cover her or is she only covered if she contracts the virus?”
- “My client works in aged care. If her workplace terminates her contract because of her exposure to the virus, does she have an unemployment benefit option?”
- “My client is a doctor and has a 90 day waiting period on his existing policy. He is keen to understand how he would be treated if diagnosed with Covid19?”
- Are existing clients covered for COVID-19 related illness?
- Do any of your policies have exclusions for pandemics?
- Do you offer premium relief for clients impacted by COVID-19?
- What are you doing to reduce policy cancellations?
- In the event one of my clients calls MLC Life Insurance to cancel their policy, what is your process in doing so?
- What collateral can you provide to highlight the reasons customers should retain insurance during these types of events – potentially encouraging them to review current levels of cover?
- Do you allow digital signatures for new business for claims or alterations?
- Are there any other processes you have in place to support remote working / digital advice?
- Do you offer tele-interviews?
- Where can I find out more about the tools and resources available to advisers on COVID-19?