Which products were transitioned in the technology upgrade?
On-sale products and existing policies were the first to be transitioned to our new systems for:
- MLC Insurance (MLCi) – Policy no. starting with 9
- MLC Insurance (Super) (MLCi(S)) – Policy no. starting with 9
- MLC Protectionfirst, in-force since Feb 2002 – Policy no. starting with 8
Why not transition all products at the same time?
Transitioning on-sale products first, allows advisers to receive the benefits of the new digital experience with improved systems and processes quicker, while continuing to write new business.
Older, off-sale products are more complex and reside in legacy systems which will take longer to transition. We expect off-sale products to transition some time in 2021.
What’s changed regarding the transitioned products?
The primary changes for the transitioned products will be:
- Servicing – As of 28 April, a dedicated MLC Life Insurance Adviser Services team will respond to adviser commission enquiries on 13 65 22.
- Access – You and your clients will have access to these policies through new adviser and customer portals.
- New business – You’ll be required to quote and apply for new business in the new MLC Life Insurance Adviser Portal where you can establish new and improved data feeds.
- Security – A mobile number is required for two-step verification when accessing the new adviser and customer portals for the first time.
The New MLC Life Insurance Adviser Portal
Where can I access the new Adviser Portal?
You can access the new Adviser Portal by clicking Adviser Login at the top right hand corner of our website, or by visiting partner.mlcinsurance.com.au.
What is the full functionality of the new Adviser Portal?
Advisers can perform the following functions in the new Adviser Portal:
- View customer details and their policies
- Generate a pre-assessment
- Complete common quotes quickly and apply for new business
- View customers outstanding underwriting requirements
- Track the status of an application
- View customer’s policy messages and retention dashboard
- Upload documents to support applications
- Update adviser contact details immediately
- Subscribe to third party data feeds e.g. Xplan
- Generate reports
How do I log in to the new MLC Life Insurance Adviser Portal for the first time?
You would’ve received an email from email@example.com that includes your new Adviser Portal login details along with simple instructions to log in for the first time.
To ensure you receive this important information, please check your Spam/Junk folder and add firstname.lastname@example.org to your Safe Senders List.
When using your new login details for the first time, an SMS with a one-time password will be sent to your registered mobile number as part of our two-step verification process.
Who can I call if I have issues logging in to the new Adviser Portal?
You can call the MLC Life Insurance Contact Centre on 13 65 22. After the standard security check, you’ll be asked to provide your preferred mobile number. You can then attempt to log in again after approx.15 minutes.
How will two-step verification work?
An SMS will be sent to your registered mobile.
If your mobile number is not registered with us, you’ll be prompted with a message the first time you log in to call the MLC Life Insurance Contact Centre team on 13 65 22.
Will I have to complete two-step verification every time I log in to the new Adviser Portal?
No, two-step verification will only occur when you log in for the first time.
What’s Guide me?
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.
How do I establish my data feeds on the Adviser Portal?
You’ll be notified on the Adviser Portal as we 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:
- Add your selected data feed in your Account Settings
- Register MLC Life Insurance within your financial software to receive the feed, using your Adviser Portal login ID, and
- Once added, a data feed refreshes every Saturday.
What are my options for completing my client’s Personal Statement?
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).
MLC Life Insurance’s Adviser Portal and MLC Wealth’s AdviserOnline
Will updating personal details in the Adviser Portal take effect immediately for all MLC products?
Updates to personal details on the new MLC Life Insurance Adviser Portal for MLCi, MLCi(S) and Protectionfirst (in-force since February 2002) will take effect immediately in MLC Life Insurance systems.
You’ll need to continue updating your personal details for all other super, investment and insurance products as you do today by contacting NAB’s MLC Wealth on 13 36 52.
Am I able to view my clients’ MLC super and life insurance policies in the new Adviser Portal?
No, to view your clients’ superannuation arrangements, you’ll need to access these as you do today on MLC Wealth AdviserOnline.
To view life Insurance policies for MLCi, MLCi(S) and MLC Protectionfirst (In-force since Feb 2002) you’ll need to log in to the new MLC Life Insurance Adviser Portal using the new login details you receive from 28 April.
Are my new login details for both, the new MLC Life Insurance Adviser Portal and the existing MLC Wealth AdviserOnline?
No, you’ll continue to use your existing login details to access AdviserOnline and will need your new login details for the new Adviser Portal.
Does AdviserOnline link to the new MLC Life Insurance Adviser Portal?
AdviserOnline includes a link to the new MLC Life Insurance Adviser Portal for quick access to MLCi, MLCi(S) and Protectionfirst (In-force since Feb 2002) policies.
The MLC Life Insurance Adviser Portal does not link back to AdviserOnline.
Does MemberOnline link to the new MLC Life Insurance Customer Portal?
MemberOnline includes a link to the new MLC Life Insurance Customer Portal for quick access to MLCi, MLCi(S) and Protectionfirst (In-force since Feb 2002) policies.
The MLC Life Insurance Customer Portal does not link back to MemberOnline.
- Have MLC Life Insurance contact details changed?
Do I still need to contact MLC Wealth?
Yes, superannuation and investment products remain with MLC Wealth’s (Super & Investments) Adviser Admin. Please continue to contact them on 13 36 52 between 8am and 7pm, Monday to Friday for remuneration, onboarding and offboarding enquires for the following products:
- Personal Protection Plan
- Life Cover Super
- MLC Protectionfirst, in-force prior to Feb 2002 (Policy no. starting with 5 or 7)
- MLC Whole Life
- MLC Endowment
- MLC Pure Endowment
- MLC Maturity Growth Plan
- MLC Easy Cover
- MLC Simple Life Cover
The new MLC Life Insurance Customer Portal
When will my clients receive their new Customer Number?
Clients who have logged in to MemberOnline in the last 12 months will receive their new Customer Number via an email from 19 May.
Who can our clients call if they need help with the Customer Portal?
Clients can call the MLC Life Insurance Contact Centre on 13 65 25 if they require help with the Customer Portal.
Can a client see if they have a policy owned in superannuation or through Masterkey/Wrap in the Customer Portal?
MLC Life Insurance policies transitioned in April, that are held in Superannuation will be available to view in the Customer Portal. Customers will be able to identify if the policy is paid through superannuation.
Adviser Codes and Commissions
Where can I find my new Adviser Codes?
You would’ve received an email from email@example.com that includes your new Adviser Codes.
Please check your Spam/Junk folder and add firstname.lastname@example.org to your Safe Senders List. If you still can’t find this important information, contact their Distribution Representative or call us on 13 65 22 between 8.30AM and 6.00PM (Melbourne/Sydney time).
Can I view all my Adviser Codes under one login in the new Adviser Portal?
No, each Adviser Code will be issued a separate login to the new Adviser Portal.
Are there any changes to commission payments?
You will continue to receive commission payments from licensees as you do today.
MLC Life Insurance Coronavirus (COVID-19) response
What is MLC Life Insurance doing to ensure it maintains service standards during these uncertain times with COVID-19?
Through the establishment of our crisis management team and the activation of our pandemic risk management plan, we are taking all necessary steps to ensure key customer services, including the assessment and payment of claims, can continue to be delivered during this difficult time, while accepting some delays will be inevitable. We are also in regular communication with our own suppliers and are doing all we can to prevent critical services and infrastructure from being disrupted.
Importantly, we have reassured our customers that there are no specific exclusions for COVID-19 in our insurance policies that would affect the way we assess claims, and we have financial hardship measures in place to support customers who have trouble in paying premiums.
MLC Life Insurance will continue to deliver on our promises to customers and partners through this challenging time.