Life & Investments Our blueprints for a better life
The best of both worlds for advisers and customers alike
October 1st 2016 saw the coming together of two strong brands, when Macquarie s life risk business officially became part of Zurich in Australia. From a Zurich perspective, the Macquarie Life acquisition represents an ideal platform for us to accelerate the growth our Australian life insurance business has experienced over the last five years, and reinforces our commitment to the Australian market. It means that our award winning product and service proposition has become even stronger with the addition of the innovative Active, Sumo and FutureWise offerings and a highly respected customer facing team. Indeed, there is an appropriate symmetry in Zurich being the only current Five Star life insurer, as judged by the Lewers Benchmarking survey. The insurer who handed that baton to us was of course Macquarie Life! We understand that to earn the support and more importantly the trust of advisers, we must continue to provide exceptional service and quality solutions which represent real value for money. The coming together of two businesses who have always championed the value of advice and the professionals who provide it gives us an exciting opportunity to create a better, stronger best of breed proposition combining a globally recognised brand with innovative products, market leading technology, and highly responsive service. This is an exciting new chapter in the story of Zurich Life and Investments in Australia. It s a story where advisers and their customers have always been the heroes, and we hope you can be a part of it. Tim Bailey CEO, Life and Investments
Our blueprints for a bigger, stronger, better business 01 Product innovation 02 Customer care 03 Efficiency 04 Independent advice champion 05 Brand strength 03
01. Product innovation Customer lives and needs continue to change. We partner with advisers to deliver product solutions which allow more Australians to get, keep and understand quality protection. 3 Quality Protection 3 Value for Money 3 Upgrade Guarantee 3 Rate Certainty Zurich Wealth Protection Zurich FutureWise Zurich Wealth Protection and FutureWise are our flagship retail offerings, providing a comprehensive range of options including: Life and terminal illness TPD Trauma Income cover (including business expenses) Child cover (optional) Super and non-super options Plus more Zurich Active Zurich Active is innovative cover that allows customers to navigate all of life s hurdles with the one policy. Features include: One policy approach Lump sum cover and income cover Child cover (optional) Severity approach = better value for money Pays a benefit when other policies don t Zurich Sumo Zurich Sumo provides the highest level of cover in the market for high net worth clients Specialist policy Jumbo cases Lump sum cover and income cover Suits business and ultra-high net worth customers Special Note: From early 2017 we plan to bring to market an enhanced Wealth Protection offering, incorporating features from FutureWise. From that point, Zurich FutureWise will remain open for all existing policyholders. Importantly, this will enable existing FutureWise customers to: Benefit from an automatic upgrade guarantee, ensuring they can automatically take advantage of any enhanced features, benefits and definitions which do not increase premiums (similar to the upgrade promise previously made to FutureWise policyholders); Make amendments to their cover, including sums insured and ownership status; Add optional extras to their policy. Zurich s Wealth Protection product remains the longest continuously open retail risk product on the market today, underscoring our commitment to ensuring all customers new and existing are treated equitably. This commitment is one we will also honour with Macquarie Life policyholders who become Zurich Policyholders. Advisers and customers can feel confident that they are protected by products that remain contemporary and are backed by the financial strength of a global insurance brand. 04
02. A shared heritage of 5 star customer care According to the respected Lewers Benchmarking study, Zurich is currently the only 5 star life insurer in the Australian market, an accolade we are immensely proud of, and one we inherited from Macquarie Life. It s your 5 star guarantee of exceptional customer care, all the way from new business through to claim time, and it means real peace of mind for your customers. Localised underwriting Many advisers prefer to deal with a team that s on the ground locally, which is why Zurich maintains a strong presence nationally, with a dedicated sales team and localised underwriting in every mainland capital city. Claims the moment of truth Claim time is the moment of truth in our industry, and both advisers and clients need to be confident that their insurer will be there when they are needed most. Zurich policyholders benefit from the ultimate peace of mind; the confidence that comes from being protected by one of the world s leading insurance brands. Between our two businesses, we paid more than $220m in claims in 2015, to more than 2,000 policyholders individuals, their families and their businesses. Our team of dedicated, specialised claims consultants delivers on our ongoing commitment to handling claims quickly, transparently, and with sensitivity. And because communication and expectation setting are key ingredients in a successful claims outcome, this is an area we place extra focus on, each dedicated case manager keeping you and your customer informed every step of the way. The quality of our claims service continues to be recognised, and was a major contributor to our success in several industry award categories. Tools to improve your own customer experience Our Adviser Flipchart app fully customisable with your own logo and colours Our mis-insurance and life insurance literacy research which quantify the consumer literacy gap and show how advisers are effectively closing that gap Client facing video series Onboarding process guide 05
03. Helping you run a more efficient business The life insurance advice landscape is evolving rapidly. Advisers seeking to future proof their businesses are exploring ways to become more efficient without compromising the customer experience. Zurich has a proven track record of initiatives designed to help drive adviser and practice efficiency. We pioneered tele underwriting in Australia, and were the first life insurer to roll out a daily data feed solution in 2013. ZLife our mobile optimised adviser portal Our newly launched ZLife Adviser Portal will turbo-charge your efficiency even further, allowing online alterations. Document submission and tracking and client reporting. ZLife will make it easier for you to keep abreast of your Zurich portfolio, and because it is truly mobile optimised you can use ZLife on your desktop, laptop, tablet or smartphone. In conjunction with our daily data feed solution, ZLife makes it easier to provide your customers a seamless service experience. Time saving wonders ZXpress can shave 30% off the time to complete an application. Save up to 4 hours per application with Zurich Tele-underwriting Ask us about ZXpress ZLife adviser portal Tele-underwriting Daily data feeds Best practice research library 06
04. Independent adviser champion Other ways you can tap into best practice: Adviser of the Year research library AFA awards best of presentations Zurich roadshows Social media case study library (including recently released vol 3) Platinum connections program 07
Zurich has always believed in the value of advice and in the professionals who provide it. As one of Australia s last truly independent life insurers, we have a bigger stake than most in a vibrant, growing financial advice sector. The advice landscape is evolving rapidly. Regulatory changes, new technology and changing consumer preferences are intersecting to create powerful disruptive forces which will change nature of advice and how customers engage with it forever. Zurich has been at the forefront of helping advisers adapt to these forces, through advocacy, best practice sharing, and the provision of a range of practical tools that can help turn change into opportunity. Throughout the life insurance reform process, Zurich remained a strong advocate for advisers, vocal in our support of commissions as a remuneration mechanism, and for the principle that advisers should be fairly remunerated for the true cost of providing advice at the time they provide it. We were one of only two retail life insurers to make a submission to the Senate Economic s Committee inquiry into life insurance remuneration. That submission is publicly available and can be read here: Championing best practice Ultimately we believe the best way to improve the quality of advice is to identify, shine a light on, and share examples of best practice in action. Zurich is the foundation partner of the AFA Adviser of the Year award, and for 14 years we have been seeking out the best of the best. Along with the newer Practice of the Year award, this program allows us unprecedented insights into Australia s leading advice practices, which we can then bring to the broader advice community via a series of whitepapers, presentations and other content. You can read more about the awards at www.adviseroftheyear.com.au Zurich Curriculum The Zurich Curriculum is a comprehensive program of workshops, short courses and webinars designed to equip advisers and support staff with the skills and knowledge to: Build specialist expertise Provide a better customer experience Run better businesses With most sessions offered nationally, and CPD points available, the Zurich Curriculum is just another way Zurich is helping lift the bar of adviser professionalism. Our expanded relationship team, working as a true partner to your business Zurich understands advisers need support across all aspects of their business. Because we work with advisers across the industry we can support a wide range of business models, practice sizes, client segments and experience levels. More importantly, we know that advisers want to work with a partner that takes the time to build a relationship, understand their business and adds value. The members of our expanded and award winning sales team are highly regarded for their accessibility, technical knowledge and preparedness to go the extra mile for advisers, which they can do with a wealth of support behind them. Along with our team of dedicated business support officers in each state, local help is just a phone call away. 08
05. A strong brand gives your customers confidence The Zurich Insurance Group is one of the world s largest insurance based financial services insurance groups, and one of the few to operate on a truly global basis. It has a global network of subsidiaries and offices in North America and Europe, Asia- Pacific, the Middle East, Latin America and other markets. Founded in 1872, the company s headquarters are in Zurich, Switzerland. Zurich employs over 55,000 people helping customers manage risk in more than 170 countries. The Australian lineage of Zurich Insurance Group dates back to 1920, when the Commonwealth General Assurance Corporation Ltd (CGA) was incorporated in New South Wales. In 1961, CGA became part of the Zurich Insurance Group. As well as being a globally recognised brand, Zurich s local reputation is also strong, with the respected AMR Corporate Reputation Index ranking Zurich 39th out of all major brands across all categories. Through the Lewers annual benchmarking survey, Australian advisers have also rated us first for reputation, and in mid-2016 we were announced as the winners of the Most Favoured Brand accolade in the inaugural AFA/Beddoes Institute Consumer Choice awards. Recommending Zurich is about the confidence that we will be here for your clients when they need us most. 09
For more reasons to recommend Zurich, ask your Zurich risk specialist BDM on 1800 252 650 Adviser use only. This information is dated 1 October 2016, and is derived from sources believed to be accurate at this date, which may be subject to change. It does not take into account any objectives, financial situations or needs. You should consider these factors, the appropriateness of the information and the relevant Zurich product disclosure statement (available on www.zurich.com.au) before making any decisions. Zurich Australia Limited ABN 92 000 010 195 AFSLN 232 510 is the issuer of the insurance products mentioned. Zurich Australia Limited 5 Blue Street North Sydney NSW 2060 Zurich.com.au ZU23284 V1 09/16. AGRG-011713-2016