New for advisers

The new MLC Life Insurance Adviser Portal replaces Riskfirst and AdviserOnline for new business. The Adviser Portal provides access to existing policies for:

  • MLC Insurance (MLCi) – Policy no. starting with 9
  • MLC Insurance (Super) (MLCi(S)) – Policy no. starting with 9
  • MLC Protectionfirst, in-force since February 2002 – Policy no. starting with 8

We’ve called out a few tips below to help you benefit from our technology upgrade in the best way possible.

Accessing the Adviser Portal

You would’ve received an email from donotreply@mlcinsurance.com.au which includes your new Adviser Codes and Adviser Portal login details, along with simple instructions to log in to the MLC Life Insurance Adviser Portal for the first time.

Make sure to add donotreply@mlcinsurance.com.au to your Safe Senders List for future important correspondence from MLC Life Insurance.

If you don’t recall receiving this information, please check your Spam/Junk folder. If you still can’t find it, please contact your MLC Life Insurance Distribution Representative or our contact centre on 13 65 22 between 8.30am and 6pm (Melbourne/Sydney time) from Monday to Friday.

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Two-step verification providing extra security

We’ve introduced two-step verification to safeguard your practice against unauthorised access to your clients’ information on the new Adviser Portal. A security code will be sent via SMS to the mobile number registered against your existing Adviser Code when logging in for the first time.

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New Adviser Codes to write and maintain business

You’ll need to use your new MLC Life Insurance Adviser Codes which you would’ve received in an email along with your Adviser Portal login details, to write and maintain business with us for MLCi and MLCi(S). 

Your existing Adviser Codes will be retained for writing business for all other insurance, superannuation and investment products on AdviserOnline.

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Guide me – Adviser Portal in-system support

Guide me is available on the Adviser Portal to support you when completing a task that you may need assistance with. Step-by-step help is delivered through a sequence of on-screen tips to ensure you receive relevant and timely guidance.

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Establishing your data feeds

The new insurance data feeds will improve your client management capabilities enabling you to better service your existing clients. These will provide enriched data and information with up to 45 new insurance data fields, including additional information such as loadings, commencement date, beneficiaries and exclusions through your client management systems.

IRESS and Xplan data feeds are available on the Adviser Portal and we’re excited to be introducing more financial software providers soon.

You’ll be notified on the Adviser Portal as we continue to integrate more financial software providers, so you can start receiving your MLC Life Insurance data feeds from these providers.

To set yourself up for the best digital experience possible on the Adviser Portal, please:

  1. Add your selected data feed in your Account Settings
  2. Register MLC Life Insurance within your financial software to receive the feed, using your Adviser Portal login ID, and
  3. Once added, a data feed refreshes every Saturday.

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Personal Statement completion options on the Adviser Portal

You can complete your clients’ Personal Statement with them over the phone or in person. Alternatively, you can give your clients the choice to complete their own statement online (formerly known as MyLink).

Due to our focus on transitioning inflight applications to our new technology platform, we have postponed the re-commencement of Tele-Underwriting and our phone-based pre-assessment services until Monday, 1 June 2020.

Our team is committed to processing all pending in-force applications throughout May, so we can offer you and your clients all the support required from 1 June onwards.

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In summary, here’s what you can do on the new Adviser Portal:

  • View client details and their policies
  • Generate a pre-assessment
  • Complete common quotes quickly and apply for new business
  • View a client’s outstanding underwriting requirements
  • Check the status of an application
  • View a client’s policy messages and retention dashboard
  • Upload documents to support applications
  • Update adviser details
  • Subscribe to data feeds for third parties, eg X Plan
  • Generate reports
  • Obtain Certificates of Currency directly online

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Keep an eye out for emails from donotreply@mlcinsurance.com.au 

You’ll be receiving most of your client updates and communications via donotreply@mlcinsurnace.com.au.

These communications include:

  • New business confirmation
  • Underwriting requirements
  • Policy administration and maintenance

To ensure you receive these communications starting 28 April, please check your Spam/Junk folder and add donotreply@mlcinsurance.com.au to your Safe Senders List.

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Shared customer and policy management, and maintenance with MLC Wealth

Until we complete the full transition of our products in 2021, management and maintenance of customers and their policies will be shared with MLC Wealth.

To help us action your requests as quickly as possible, we ask that you match your request to the relevant email or physical mail addresses listed on our website for these products:

  • MLC Insurance (MLCi) – Policy no. starting with 9
  • MLC Insurance (Super) (MLCi(S)) – Policy no. starting with 9
  • MLC Protectionfirst, in-force since February 2002 – Policy no. starting with 8

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Ordering forms and Product Disclosure Statements for MLC Insurance and MLC Insurance (Super) products

A new page for ordering MLC Life Insurance forms and printed material, including Product Disclosure Statements for MLCi and MLCi(S) is now available on mlcinsurance.com.au/order.

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A dedicated Adviser Services team available on 13 65 22

A dedicated MLC Life Insurance Adviser Services team is available on 13 65 22 between 8.30am and 6pm (Melbourne/Sydney time), Monday to Friday. They can assist you with all enquiries including onboarding, new Adviser Codes, commissions and transferring books of business.

Superannuation and investment products remain with NAB’s MLC (Super & Investments) Adviser Administration. Please continue to contact them on 13 36 52 between 8am and 7pm (Melbourne/Sydney time), Monday to Friday.

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Changes to retail claims correspondence

Contact details

From 28 April, we’re updating our retail claims contact details:

For physical mail:
MLC Life Insurance Claims - Retail
PO Box 23314 Docklands VIC 3008

For email:
claims.retail@mlcinsurance.com.au

Also, we’ll no longer accept faxed documents.

These details can be found on our new claims forms which can be downloaded here from 28 April.

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Security

We’re introducing additional security to better protect client information by password protecting sensitive underwriting and claims correspondence sent via email. To view these correspondences, you’ll be required to enter a password delivered via SMS to your registered mobile number.

Quick tip

Please include the relevant case number when sending us retail claims correspondence to ensure we receive it as soon as possible.

Change always comes with its challenges. As we all adapt to our new technology platforms, it may initially take us longer to accommodate you and your clients’ requests. We thank you for your ongoing patience through this period and for your support of our new way of working together.

FAQs – Technology Upgrade

If you have any questions, please:

Contact your MLC Life Insurance Distribution Representative

E-mail technologyupgrade@mlcinsurance.com.au

Call us on 13 65 22 between 8.30am and 6pm, Monday to Friday