Agency management FAQs
To support you in managing your agency account as effectively as possible, we have answered your most frequently asked agency management questions for our Life Protection Platform.
While the Origo agency administration service can support this update, alternatively you can contact us directly by using our change of details form, which can be completed online.
As part of our due diligence, we will need to able to verify your new office against the FCA register, Companies House or your company website.
Advisers, administrators and paraplanners can amend their address details, email contact and phone number by logging into their online account and proceeding to the ‘My Account’ menu option.
While the Origo agency administration service can support this update, your firm can also contact us by email:
If contacting us by email, we require requests to meet the following criteria:
- Be on company headed letterhead
- Signed by a director at the firm
- Reference the old and new bank details
The request should be scanned and attached to the email to enable us to action the required change.
While the Origo agency administration service can support this update, alternatively you can contact us directly by using our account closure form, which can be completed online.
For adviser profiles with active policies, we will require confirmation from a management level at your firm on what action should be taken with regards to the ongoing servicing rights for these policies. This could include:
- The transfer of the existing servicing rights internally to another adviser within the same FCA registration
- The transfer of the existing servicing rights externally to another FCA registered firm (transfers & novations)
- The removal of the existing servicing rights for the closed adviser profile from your firm
Should your current Unipass certificate expire, access to a linked user profile would cease. Following this you would need to register for a new online account as profiles linked to an expired Unipass certificate cannot be reinstated.
If a new Unipass online account is created and there is no change of FCA registration (or individual), advisers can transfer their existing business over to their new account. In such circumstances, please contact us by email to request this migration:
If there is a change in FCA registration, or servicing agent, proceed to the transfers and novations FAQ for further information.
For duplicate adviser accounts under the same FCA registration, please contact us by email, noting the agency and username you wish to continue using. We will merge business from duplicate profiles into this.
If there is a change in FCA registration, or servicing agent, proceed to the transfers and novations FAQs for further information.
Information access rights are granted by the client to allow the adviser access to policy information only, and does not include servicing rights.
These access rights are applied as a system note at the policy level and will not be linked to your firm’s agency accounts, as they are only used for serviced business.
To update your contact details on an information note, you will need to email our life servicing team with any policy references where information access rights are held, and request that they update their notes to reflect your new details.
In most instances, online access can be restored by performing a ‘Forgotten Password’ reset from the main login page.
Alternative reasons for an inactivate account could include:
- ‘Account inactivity’ - Online access is automatically closed following 13 months of inactivity
- ‘Account closed by firm or principal request’ - If Zurich Assurance Ltd is notified by a firm or principal that a specific user account needs closing, we will action that request in the first instance. If your online access has been removed for one of the alternative reasons referenced above, we will need your firm or principal to contact us by email agencysupport@uk.zurich.com to instruct us to reactive your account
- ‘Expired Unipass Certificate’ - See the ‘My Unipass certificate for online access has expired’ FAQ above
