OLP CONNECT Around 81% of applicants receive an immediate decision using the interactive underwriting route. That's for Life Cover, Critical Illness Cover and all our other award-winning online products
HOW DO I START A NEW APPLICATION IN OLP CONNECT?
Click here to find out how - Agent Hub PDF: 1.62MB
HOW DO I FIND A CLIENT'S SAVED QUOTE SO I CAN APPLY ONLINE?
Click here to find out how - Agent Hub PDF: 1.62MB
HOW DOES OLP CONNECT FIT IN MY SALES PROCESS?
We recognise that there are a lot of different processes out there, so OLP Connect has been designed to be flexible to fit around you.
If you’re able to be online when you’re talking to your client (either in person or on the ‘phone), use the Interactive Underwriting route, which gives the greatest likelihood of an instant underwriting decision.
If you’re not able to be online when you’re talking to your client, then you can use a data capture form, then key the application into OLP Connect from the form later when you’re online.
CAN I USE A DATA CAPTURE FORM?
Yes. If you’re not able to be online when you’re talking to your client, then you can use a data capture form, then key the application into OLP Connect from the form later when you’re online.
If you need to be able to complete the whole application from the form, then use the OLP Connect - Mortgage and Family Protection Data Application Form (W11904) PDF: 746KB . Later when you’re online follow the Standard Underwriting route.
If your sales process starts with a data capture form but you still want to use the Interactive Underwriting route, you can. Use the Interactive Underwriting data capture form to capture your client’s answers to the basic underwriting questions. When you’re online you may need to call the client back to ask them any ‘drilldown’ questions that OLP Connect generates.
DOES MY CLIENT NEED TO SUPPLY THEIR DOCTOR'S DETAILS?
Yes. It is now mandatory to complete these details. You will not be able to submit an application without providing this information and your client’s medical consent.
We’ve recently introduced a new ‘Find GP/Surgery’ feature. You can now easily search for the client’s Doctor’s address (by searching on partial postcode or GP practice name) which will then be pre-populated on screen. Note: Please don’t amend the ‘Postcode’ and ‘Surgery Name’ fields once these are pre-populated.
DOES MY CLIENT NEED TO GIVE MEDICAL CONSENT?
It is now mandatory that your client gives us medical consent within the online application.
Capturing consent at point of application will help speed up the process for those clients where medical evidence may be required later in the underwriting process, making life easier for you and your clients.
HOW WILL YOU ACCESS MY CLIENT'S MEDICAL RECORDS?
We will ask for your client’s consent to request medical information under the Access to Medical Reports Act (AMRA).
The client will need to confirm (Yes or No) that they are clear that we may need to request a medical report using AMRA consent and what the report will/will not contain.
WHAT IF MY CLIENT REFUSES TO GIVE CONSENT?
It is now mandatory that your client gives us medical consent within the online application. You will not be able to submit an application without providing this information
If you don’t have the client’s medical consent to hand, the application can be saved and consent added at a later time. We won’t be able to provide an underwriting decision until consent has been provided.
WHAT IS THE DIFFERENCE BETWEEN INTERACTIVE AND STANDARD UNDERWRITING?
The differences between interactive and standard underwriting are as follows:
Standard underwriting presents your client with generic questionnaires in response to answers given by your client. The standard underwriting route is suitable if your client is unavailable, either in person or by telephone and you have completed a OLP Connect - Mortgage and Family Protection Data Application Form (W11904) PDF: 746KB .The form mirrors the OLP Connect system, ensuring data entry is easy for you to complete.
Our interactive underwriting system asks specific questions depending on the answers given by your client, often meaning fewer questions overall and an increased likelihood of an immediate decision online.
When submitting the application you don't even have to be face to face with your client, you can complete it over the telephone.
If your sales process starts with a data capture form but you still want to use the Interactive Underwriting route, you can. Use the Interactive Underwriting data capture form to capture your client's answers to the basic underwriting questions. Later when you're online you may need to call the client back to ask them any 'drilldown' questions that OLP Connect generates.
WHAT IS THE CUSTOMER HAND OFF OPTION AND HOW DOES IT WORK?
This feature gives you the option to hand off the health and lifestyle questions to your customers to complete at a time and place convenient to them. This feature is completely optional and you don’t have to use it.
This option may be useful if you find it difficult to see your customer or one of a couple face to face, or, if you cannot see all customers in your office where you have easy access to your online apply system.
It’s important to complete the medical consent by this point as if your client is unwilling to give consent; there will be no point handing off the application to them. You can choose to hand off to Life 1, Life 2 or both.
Take a look at the Hand Off Feature: Customer Handover PDF: 1.5MB
WHAT ARE MY CLIENT'S DISCLOSURE RESPONSIBILITIES AND WHEN DO THEY CEASE?
Your client needs to ensure they answer all the questions we ask, truthfully and accurately on the application form or other documents as requested.
Your client must tell Legal & General everything we ask for as all material facts are taken into account when assessing acceptance of the application and in calculating the premium. Please remember that if your client does not answer the questions truthfully and accurately, it will very likely mean that a claim will be declined and the policy or policies cancelled.
If your client is not sure if any information is relevant they should disclose it anyway. If your client has provided the information in the past they should disclose it again.
Legal & General will try to rely on the information that your client tells us. Your client must not assume that Legal & General will always clarify that information with their doctor (GP).
However, Legal & General may, as part of their administrative procedures, request a report from your client's doctor (GP) to check medical disclosures.
Please note that a client's duty to disclose any changes to their application answers ends once we have received their Checking Your Details form electronically and they’ve been accepted for cover, or, the policy starts (whichever is the sooner). Please ensure that your clients are aware of the importance of completing the Checking Your Details online document.
If the policy hasn't started within 2 months of the completed Checking Your Details form it will be the client's responsibility to disclose any changes to their application answers.
A policy can be started before the Checking Your Details form is completed; however, we strongly recommend that your client(s) complete this in "My Account" at their earliest convenience. This verification of application answers protects your client's interests should a claim be made.
HOW DOES OLP CONNECT MAKE ANSWERING THE UNDERWRITING QUESTIONS EASIER?
The questions on each page are themed and clearly labelled.
Where possible, you can answer using pick lists, so you don't have to type complex medical condition names etc.
Help texts are shown, to tell you what the clients should disclose and what can be ignored.
We've cut down the number of questions and how far back we need the client to remember to the minimum.
You can skip forward or back through the questions if there's something you can't remember, or save and exit the application to come back to it later. Any unanswered sections or questions will be highlighted and a message will be displayed stating “more information required”.
WHAT DO I DO IF MY CLIENT'S OCCUPATION ISN'T LISTED IN THE SEARCH RESULTS?
As you enter your client’s occupation, a click list of possible matches appears.
If your client's occupation is on the pick list, click on it.
If your client's occupation is not on the pick list, please refine your search or select the closest match.
See our Occupation Class Guide (W7557) PDF: 2.06MB guide for more information. Alternatively, to speak directly to one of our underwriters, please call MUTAL on 0370 3333 699 (We may record and monitor calls. Call charges will vary).
WHAT DO I DO IF MY CLIENT'S HEIGHT OR WEIGHT ISN'T EXACTLY AS PER THE PICK LIST IN OLP CONNECT?
The height and weight pick lists are in metric and imperial measurements. If the height or weight disclosed by your client is between two options in the pick list, just round up or down to the closest option on the list.
DOES MY CLIENT HAVE TO ANSWER ALL THE QUESTIONS IN ONE GO AND IN THE ORDER THEY APPEAR IN OLP CONNECT?
No. You can skip forward or back through the questions if there's something they can't remember, or save and exit the application to come back to it later. If there's a page with missing answers, it will be highlighted by a red cross in the application tree. Each unanswered question will be highlighted at the top of the page with a hyperlink which will direct you straight to the question concerned.
For example, if it suits your sales process, you could enter all the answers to the basic questions into Interactive Underwriting from the data capture form and 'save up' all the drilldown questions to answer later when your client's available.
WHAT HAPPENS IF MY CLIENT DISCLOSES A MEDICAL CONDITION OR HAZARDOUS PURSUIT?
If you're following the Standard Underwriting route and your client answers 'yes' to a medical condition or hazardous pursuit, when you click 'Next' (at the bottom of the page) an additional questionnaire will appear which will ask (about 10 or 11) pre-determined questions to get more information from your client.
If you're following the Interactive Underwriting route and your client answers 'yes' to a medical condition or hazardous pursuit, when you click 'Next' (at the bottom of the page) an additional 'drilldown' question will appear, highlighted in green. Depending on your client's answer to the drill down question, a further question may appear. Once OLP Connect is satisfied that it has captured sufficient information (usually by about 6 drilldown questions) it moves on to the next question.
ARE FINANCIAL UNDERWRITING QUESTIONS INCLUDED ONLINE?
Yes. Financial underwriting isn’t always necessary, but if we need it, we’ll ask financial questions in a similar way to how we ask for additional medical or hazardous pursuit information. This differs depending on whether you’re following the Standard or Interactive Underwriting route.
On either underwriting route, you can ‘opt out’ of answering the financial questions online (if you’re client doesn’t have their financial information to hand), which will mean that we’ll send out the full financial questionnaires in the post to your client to complete offline. As always, you can save and exit the application at any time, to return to it later.
CAN I SUBMIT A 'LIFE OF ANOTHER' APPLICATION ONLINE?
Yes, Click here (PDF - 152KB) to find out how.
CAN OLP CONNECT MAKE AN INSTANT DECISION AT POINT OF SALE?
To help clarify the range of underwriting results and what happens next please see our Underwriting Decisions Guide (PDF - 1.32MB) which covers the underwriting decisions available.
CAN MY CLIENT'S POLICY GO STRAIGHT ON RISK?
Yes absolutely! If the application is accepted and you have provided a policy start date and direct debit details then the policy can go on risk there and then. The majority of applicants via OLP Connect receive an underwriting decision instantly at the time of submitting the application online. To give yourself the greatest likelihood of an instant decision, follow the Interactive Underwriting route.
WILL MY CLIENT AND I GET AN OFFER LETTER (ACCEPTANCE TERMS)?
An offer letter isn’t always generated (If the application is accepted at normal terms per the original quote and there is a start date in place, or Auto Buy is selected, and the Direct Debit details are in place, the policy will go on risk automatically without an offer letter being generated).
If it is generated, it will be issued by post either to you or your client or both, depending on your preferences in your Agent Profile.
Also it will be available to view, print or reissue from the Outbound Correspondence page. See our step-by-step guide (PDF - 439KB) for more details.
WHAT ARE COUNTER PROPOSALS AND HOW CAN THEY HELP ME?
If the original options applied for do not meet our underwriting requirements, we may offer alternative products and premiums. We refer to these as Counter Proposals.
For example, if a joint application was made for Life plus CIC, we may only be able to offer this to one of the clients, with the remaining client being offered Life only. Alternatively the clients could stick with a joint policy, but on a life-only basis. OLP Connect would offer each of these options on the Underwriting Outcomes page for you to choose between.
This helps to give your clients some cover and peace of mind, rather than no protection at all.
WILL I LOSE MY CLIENT'S PREMIUM DISCOUNT IF THEY ARE GIVEN A COUNTER PROPOSAL?
No, where a discount already applied this will remain or could be increased for example if we offer and you accept two single life policies rather than one joint. This rule applies as long as none of the products have gone on risk or into force.
WILL MY CLIENT'S DISCOUNT BE REMOVED IF THE CASE IS RATED OR ONE OF THE PRODUCTS IS DECLINED?
No, any discount that has been applied will remain even if your client’s case is rated or one of the products is declined.
The discount is determined by the number of products that you have accepted the terms being offered.
If you indicate that you do not accept the terms being offered (due to being rated, for example) then that product is no longer counted as part of the discount calculation.
If one client is declined cover, but the other client is accepted, the discount that the accepted client would have received (based on the original number of products at quote stage) is retained on their remaining products.
WHERE IS THE DISCOUNT AMOUNT DISPLAYED AFTER AN UNDERWRITING DECISION HAS BEEN MADE?
Once an underwriting decision on the application has been reached, the discount applies to all products that you accept the terms being offered. At the Decision screen, you can accept or reject the terms being offered. The premium shown for each accepted product will also incorporate the discount.
WHY DOES THE START DATE AFFECT MY CLIENT'S PREMIUM?
One of the key factors which affect your client's premium is their age at the policy start date. We measure this in 6 monthly increments (or half-birthdays). If your client passes a birthday or half-birthday between the date of your quote and the policy start date, then there is likely to be a change in premium to that quoted.
OLP Connect allows you to backdate the policy start date as far back as the original application date. When you come to enter a start date at the Summary and Apply screen, OLP Connect will highlight the earliest and latest allowable start dates to retain the currently shown premium. How do I enter the start on a submitted application? (PDF: 809kb)
CAN MY CLIENT PAY THE PREMIUM FOR EACH OF THEIR PRODUCTS FROM A DIFFERENT BANK ACCOUNT?
Yes. To save you from having to enter the Direct Debit details for each product in an application, OLP Connect assumes the same bank account is to be used for all products. However, each can be changed individually on the Summary and Apply screen.
CAN A 3RD PARTY PAY MY CLIENT'S PREMIUMS VIA OLP CONNECT?
Yes. OLP Connect allows for a 3rd party premium payer, either another individual or a business. This is quite common in Business Protection applications. On the Direct Debit screen, select ‘Other’ as Premium Payer and then provide details of the name and address of the payer.
CAN MY CLIENTS PAY THEIR PREMIUMS BY CHEQUE?
No. OLP Connect allows for payment by Direct Debit only (monthly or annual).
You can print the following customer documentation in either the quote results section or the decision section; personal quote, policy summary, guide to CIC (if chosen) and SmoothMove (if client is moving in the next 6 months).
CAN I SUBMIT AN APPLICATION WITHOUT THE START DATE?
Yes. An application can be submitted without a start date, but cannot be placed in force without one. For Family or Business Protection you can select the Auto Buy service.
CAN I SUBMIT AN APPLICATION WITHOUT THE DIRECT DEBIT DETAILS?
No. An application cannot be submitted unless we have your client’s Direct Debit details. The Direct Debit details can be entered online at any time via the Summary and Apply screen.
ONCE I'VE SUBMITTED MY CLIENT'S APPLICATION, WHERE CAN I SEE CONFIRMATION OF PURCHASE AND THE POLICY NUMBER?
Once an application has been submitted, navigate to the Application Summary screen (either directly from the Confirmation screen by clicking the ‘Manage Application’ link, or from the OLP Connect homepage by searching for the client and clicking the AN number).
Under ‘Product Details’, the latest status of each product in the application is shown.
‘Completing’ means that it has been placed on risk, but the system is still working on applying the start date, issuing the documents and so on. If you realise that you’ve started the product in error, if it’s still at the ‘Completing’ status, it’s not too late to retrieve it, as long as you call your new business service team straight away.
‘Completed’ means that it is on risk and we have applied the start date and finished our processes. The premium collections have been instructed and the policy documents and your commission will be issued in due course.
The status changes from ‘Completed’ to ‘Live’ a few days later, and the policy number can be seen alongside the ‘Live’ status.
You can see the policy number for each product once you have submitted the application, regardless of the current status. If it’s not shown under ‘Product Details’ click the ‘Application History’ link and scroll to the bottom of the audit trail. The policy number is shown for each product in the application. (The product numbers follow the order they appeared on the Quote Results screen, so if you’re in any doubt which is which, just navigate back to that screen to check).
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