resident eligibility - royal commission
TRANSCRIPT
purposes.
Is that ok?
wil l be discussing Suncorp life insurance product today on
behalf of Suncorp Financial Services Pty Ltd.
Suncorp life insurance products are issued by Suncor;> Life &
Superannuation Limited who can be contacted on 1800 606
469.
During this call you may oe provided w ith advice w hich is
only general in nature and does not take into account your personal circumstances. In addit ion to sa.ary, consultants may earn bonuses and incentives for meeting sales and
quality targets. There are no addit ional fees for this
cor details on how we handle your personal information, visit the Suncorp life insurance website at www.suncorp.com.au,
or ask us for a copy of our privacy policy.
SUN .1600.0012.0987
Mandatory Introduction Scripting 1. CVS Selects product in eApp which
launches embedded scripting
2. CVS reads and asks all text in pop up boxes verbatim
a) Recording script b) GAW and Verbal PDS
c) Residency question
3. CVS clicks on Get Quote to launch application
Res ident Eligibility
Are you a cit izen or permanent resident of Aust ralia or New Zealand who currently resides in Aust ralia?
Yes No
< Back GetQuote )
SUN CORP
Your ,Quote ../ Get a quot e in und,er 30 seconds
1 Easily apply on line lb~r answering some healt h and lifestyle questions. No medical
required
"' Help protect yourloved ones and t he lifesty le t hey enjoy
n Your Details Date of b irth
I 1 EJ Jan El 1981 El
Gender
Male Female
Have you smoked tobacco or any substance in the last 12 months? 1
Yes
Life Protect User Id U356177
Call 1800 178 438
J Mon - Fri 8am to 8pm AEST
Life Cover
SUN .1600.0012.0988
First Quote Page: 1. CVS confirms all customer
details a) Date of Birth b) Gender c) d) e)
Smoking status Level of cover Family discount
It's important to choose the right amount of life cover to pmteci your family. do
you know how much oover yo.u need?
No
How much l ife cover do you require? -
S 200,000
Family Discount 1
Does an imm ed iate famil~· member already hold a SunoorfP Life Protect policy?
If so. you may both be eligible for a 10 % family discount.
Yes
GetQuote ·
SUNCORP
Your Quote
Choose from the following 3 quotes: llmll
$100,000 $200,000 $ 300,000 _ .J-ip t;l,. r-i : -,oi.r"t -..i-i ; _; i..r- ; -i~ .J rr': LL- : ~ :.i- - -=.J"t:
lh'; ; ; '1 1:.J .. ,\ ; :; ; '/ ; :.J \'i~ ;i• )" J !;}•
$14.13 $25.44 $33.92 M::ti~i ')' pr~n 1..1'""1 M:it., ')' ~r..:1T iurr fl ionl"lly :: r; -r r.1"'M
Continue ) Continue ) Continue
Want a different cover amount? Select our own amount her
Life Insurance through Superannuation - Is it Enough? What is Life l r surance through superannuation? And i'ow do you kno· ... • if Irle insurarce
through superannuat ion 1s enough? Samantha Rush expla:ns the basics of hfe insurance n : hese t.vo videos.
Life Protect User Id: U356177
Need Help?
Call 1800 178 438
c!J Mon - Fri Barr to 8pm AEST
£-\\ Frequently Asked
W Questions
Does this cover t rauma I total permanent disabi lit¥J @
How long does it take to c laim @ and whl!re does t:he money go'?
Oges mycoyerfp re m jum
increase iS I get older?
Are you elig ible for a d iscount'?
Save this quote
SUN .1600.0012.0989
Second Quote Page 1. CVS and customer discuss and navigate
through : a) Features and benefits b) 3 Sum Insured amounts or 'selects
customer own amount' c) Premium Frequency
2. CVS Selects continue to H&L which launches DOD pop up
Your Quote
Select your own amount -
$200,000 Select your own amount here
s 200,000
$25.44
Continue
Back tp your threr q uotes
Duty of Disclosure – pop up1. CVS must read script
to customer verbatim 2. Customer must give
true answer for CVS to continue with H&L
3. CVS begins askingCustomer H&L Questions
4. There are 5 sections containing 24 H&L questions, unless a customer answers ‘yes’
5. The answers to these questions will determineif a customer is fullyaccepted or if the down sell to Life Protect Express is required
SUN.1600.0012.0990
1
2Health and Lifestyle Questions /Revised Offer1. Shows an answer to a H&L which is going to down sell the Life Protect to the Life Protect Express policy
2. Shows that there has been an alternative offer based on ‘circumstances being tricky’
3. Shows a hyperlinked PEMC’s which is text taken straight from theExclusions of LPE. CVS explains what this product is / how it works / what a PEMC are and discusses the exclusions with the customer
4. Shows a check box which the CVS asks the customer if they acknowledge the changes in the policy and accept the LPE offer before continuing with the set up of policy. 4
3
SUN.1600.0012.0991
Contact Details
a A Gift to You Promotion
Select Promotion 6
0
o Your Details
Are you a citizen or permanent resident of Australia or New Zealand who
currently resides in Austral ia?
Yes No
Title
M r Dr
First Name
Surname
Preferred Contact Number
Alternate Contact Number (Optional)
Email Address (Optional)
Q Res idential Address Addreu Line 1
Hwy • • IT nu. lber & streel PO box Company name etc
Addreu Line 2 (OptionaO
Suburb or Postcode
My ma1hrg address 1s different to residenbal address
Leave this box un·t1cked 1f you would like us to mad you policy information to
your resident ial address
~ Dec larations
1
I acknowledi;ie and agree to the followi ng declarations below.
· I have read and understood the PDS (irclud ing the When We Won't Pay
section) and my decis on to purchase Suncorp Life Protect Express is
based on t tie .E.OS ard the E.fili. I understand that the Suncorp Life Protect Express is governed by the terms ard condit ions of the ?ohcy and
that. in the event of 1rcorsister.cy with tl-e PDS. tre terrrs of the Po 11cy
prevail:
• Tt-e n'ormation provided n th is apohcatJon 1s rrue and correct.
• confirm that have read and understood your Prvacy Statel'T'ent ava1 able~· I consert to rry personal ir.formation 1rclud1rg sens trve
nformat1on) be ng collected. used ard disc osed. ·n accordarce with tlie
pr vacy statement including for the purposes referred to 1n the
s:atement;
• I autt>onse Suncorp Life & Superannuation Limited (user ID No. 391904) to arrange for ary arrounts which become payable. to be debited from my
account as detailed above. I have read the Slirect Sleb1t Request Services
Agreement and I have the authority to make these payments;
· I understand that cover commerces when m}' application is accepted by
Suncorp and correct payment details have been received;
· I understand Suncorp Life Protect Express w ill not pay a benef it 1f the
cla im Is as a result of a pre-existing condit ion. as defined In the PDS:
· I understand that if I am eligible to make a nomination. a Nomination of
Benef1c1ary form w ill be provtded in the welcome pack I w ill receive.
I acknowledge and agree to tt-e above
SUN .1600.0012.0992
Contact Details •
•
•
•
CVS confirms all the contact details with the customer When CVS is up to the Declaration section ' instead' of
reading the declaration dot points CVS clicks on the tick box next to 1 This launches the Verbal PDS and marketing scripting (shown on next slide CVS reads Verbatim Script before colleting payment details
~ Product and Service Updates
Back
Every now and tren. we and any related com pan es that use the Surcorp Brand migM let you know about ne.vs. special offers. products and services that you might be interested 1n. We will engage in marketing unless you tell us otherwise. You can contact us to update your marketir g preferences at any bme. Alternatively, you can let us know now ri you do not want us or any of our companies that use the Suncorp Brand to engage in l'T'arketing by ticking this box.
Buy Policy
Than k yoLJ for choosing Sur.corp Life Protect Express. YolJ
w ill be covered for $200,000.00 . Your prem ium will be
$34.14 month ly .
You have a 30 day cooling off period start ing ~rom toda)•. If
yoLJ ""'i sh to cancel w ith in this t ime. and haver't made a claim.
you will receive a full refund.
Your W elcome pack w ill be sent to you short ly. which w ill
include your Policy Schedule. a full Pcod .ict Ojsc!osure
S~a~ement and a financial Services Guide It is im portant
that yoLJ read and consider the contents of these carefully as
they contain full detai ls on the sp ec"fic terms. cond itions and
exclusions of your p.olicy. Would you like me to read the
exclusions or anything e!se i rom the PPS to you now?
We and any other parts of the Suncorp Compan}1 may
occasionally engage in marketing to customers about new s.
special offern. products and services that you m ight be
inter,ested in. W ould )'OU be happy for t hat to happen? You
can LJpdate this at any t irre by contact ing us on
1800 639 065.
SUN CORP
Finalise Policy /Payment Details CVS Reads Verbal PDS-Verbatim CVS confirms customer credit card or bank details CVS asks Payment authorisation question to customerVerbatim CVS provides customer Policy number on the Final confirmation Page (not shown)
Secure Payment t'-!eed help? Call us on 1800 637 594
Make a Payment
Select Your Account Type
Credit Card Bank Account
l/ISA
Includes debit ca1ds
Your monthly premium is:
$34.14
SUN .1600.0012.0993
Back SUNCORP Life Protect Express
User Id: U356177
Payment Authorisation Do yoLJ autnorise Suncorp Life and Superanuat ion Limited to debit your account?
( No Yes '