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Quote and apply journey

To help you through the quote and apply process on our Life Protection Platform, we have created a number of how to videos and and answered your most frequently asked questions.

Zurich Life Protection Platform

  • Do I need to provide the customer's email address?

    Yes, we need the customer’s email address as this is used as the logon to their portal, where they will be able to view their policy documents and change basic details like their address or direct debit. If the policy is joint life, please ensure both lives provide a separate email address as both lives are given their own customer portal access.

  • Can policies be paid from different bank accounts?

    Before you have issued the policy as long as you have input payer details, you can edit (including add) by returning to the ‘payment details’ screen. After you have issued the policy you will need to call Zurich Life Servicing on 0370 241 6958.

  • How does commission flexibility work?

    You can choose to give up some or all of your commission to reduce the customer premium. This is done by inputting the desired percentage of your entitlement you wish to receive.

    If commission flex is chosen, the whole premium will be reduced, including any premiums for additional benefits such as fracture cover, and any multi policy discount.

    This can be done at either the quote or decision stage of the online application journey, but cannot be amended once you proceed past the ‘Decision’ screen.

  • What commission terms are available on own life policies?

    Commission can only be paid on a non-indemnity basis for own life cases, with checking in place to confirm this. Where an own life case is submitted on an indemnity basis we will cancel the policy and ask you to re-submit a new application.

  • Is commission uplift still available?

    We have changed the way this works for business submitted on the platform. An additional 10% Lautro commission may be payable for business submitted using the ‘Interactive’ underwriting route (subject to your distributor arrangement).

  • What if i don't know the policy start date?
    It is important an accurate policy start date is provided, please do not issue the policy until you know the start date. Once a policy is issued, the start date is fixed and can't be changed. The policy would then need to be cancelled and a new application submitted.
  • What is Zurich's smoker pricing policy?

    We have made a change to the way we price for smoking on the new products.

    For Life, Life & Critical Illness and Whole of Life policies we have 3 categories of smoking:

    Non-smoker - not smoked for at least 5 years
    Ex-smoker - not smoked for between 1 and 5 years
    Smoker - has smoked in the last 12 months

    Not all portals have the facility to quote on an ex-smoker basis, so we will see some cases being quoted on portals as non-smoker, but if and when they come through to Zurich we find they are an ex-smoker, there will be a price increase for these cases.

    For Income Protection policies:

    Non-smoker - not smoked within 12 months
    Smoker - smoked within 12 months

    You can find out more information by selecting the lifestyle tab on our underwriting page.

  • Why is the premium different to the portal quote?
    This can occur when you quote as a non-smoker on the portal but when you access the Zurich Life Protection Platform, if the client has smoked within the last 12 - 36 months they will be reclassified as an ex-smoker and the quote will be adjusted to reflect this.
  • Can a policy be set up to a specific age?
    Yes, the last month of the policy will be a part month and this will be reflected in the final premium.
  • When do applications automatically expire?
    • 90 days after an underwriting decision has been made.
    • After a period of 365 days on inactivity.

    Once an application has been cancelled it is not possible to reverse this, so a new application may need to be resubmitted if the customer wishes to reopen.

  • Do I need to send in paper documents?
    No. If you fully complete the application journey online there is no requirement for any paper documents.
  • Can medical evidence be requested up front?
    No. All applications need to be submitted before evidence can be requested. This is to ensure the correct evidence is requested and the appropriate chase cycle is in place.
  • Why have I received/how do I accept alternative terms?

    After a ‘non-standard’ underwriting decision has been applied (an alert will go out once a decision has been made). The revised decision will present with two options (if applicable) and the opportunity to quote different terms.

    Please note:

    1. If you take the opportunity to ‘Amend Cover’ and quote on different terms you should click ‘Reset Product’ after every additional quote you do not wish to proceed with. This will enable you to re-quote up to the original sum assured
    2. If a higher sum assured or additional benefits are selected then it will run back through the underwriting engine.

    Once terms have been selected you can go on to complete the rest of the application and input start dates. Please note head office do not have access to be able to produce rated quotes or issue applications on your behalf.

  • Why can't I find a previously completed quote?

    It is only possible to pick up a quote if the user has progressed to the quote summary screen.

  • Contact us

    When you dial 0370 850 4419, you will be met with four options:

    1. Protection help point - If your call relates to a new application which is not a pre-application enquiry and has not yet been issued or started, or is medically related such as outstanding evidence, completed underwriting decisions, or general queries such as trusts and direct debits, please press option 1
    2. E-Support - If your call relates to registering for our LPP site or you are experiencing technical issues with the portal please press option 2
    3. Life Servicing - If your query relates to an application that has started and is regarding general information about the plan or a request for any amendments such as changes to cover and benefits, direct debits or change of address, please press option 3
    4. Pre-App - If you’d like to speak to an underwriter for a pre-application indication of terms, please have your Zurich agent code ready and press option 4

    Please choose the right option for your query so that you can talk to our dedicated teams as quickly as possible.

Frequently Asked Questions

Download and print a copy of our frequently asked questions.

Occupation guide tool

Use your client's occupation to check what we can offer.