-To insert a Zurich picture click on the "camera"-icon in the Zurich CI toolbar and follow the instructions. -To insert a picture from your personal files, click on the "Insert Picture from File" icon here on the right. Please make sure that this picture follows the Zurich core elements available on the "book"-icon in the Zurich CI toolbar. -To keep this neutral background, just leave it as it is. Note: this message will not be displayed in the presentation mode. INTERNAL USE ONLY Best Practices & Terminology 8 December 2015 Mel Brant Pipeline & Underwriting Support Phone Team Protection Operations

INTERNAL USE ONLY  CD – commencement date (the date the application will start)  ACKY PACK – The acknowledgement pack (this is a copy of the information you have submitted on your clients behalf. It is sent to the client to check accuracy or add any additional information before sending the pack back to us, with the signed declaration confirming all the details are correct).  GIOB – Guaranteed Insurability Option Benefit  LOA – Life of Another form  AMRA – Access to Medical Records Agreement (a consent form your client signs allowing Zurich access to their medical records).  BMI – Body Mass Index (a calculation using the clients height and weight details, which determines the amount of body fat a person has).  BP – Blood pressure  MRR – Medical Attendance Report (a report from the Doctor about multiple disclosures) Terminology/abbreviations 2

INTERNAL USE ONLY  TR – Target report (a report from the Doctor about a specific disclosure)  GPR – General Practitioners report (a full report using the clients medical history)  ME – Medical Examination (a physical examination of the applicant)  COT test – Cotinine test (a urine test to check nicotine levels on disclosed non smokers during their medical examination)  DDI – Direct Debit Instruction  Pipeline – an electronic list of all your applications, their status, and outstanding requirements.  NML – The non medical limits (this is a chart that advises when medical evidence is needed based on the clients age and level of cover being requested)  CDQ – client direct questionnaire (questionnaire sent directly to the client for completion)  PTD ADL – Permanent Total Disability Activities of Daily Living (a core benefit of Critical Illness)  HEP – Hepatitis  Instruction to issue – confirmation of the start date continued Terminology/abbreviations: 3

INTERNAL USE ONLY  BAH – Bank Account Holder  Sim App – simultaneous application (linking more than one application together for the same client)  Issue – put an application on risk (protection will be in place)  Standard – application accepted on normal terms  Rated – application cost has increased due to changes in the clients health/occupation/pursuits.  DOH – Declaration of Health (document for the client to complete advising there have/have not been any changes in their health)  FSDD – Form of Special Definition of Disability  FQ – Financial Questionnaire  FC – Financial Corroborative evidence  MDG – Medicals Direct Group – third party company who conduct medical screenings, tests and telephone interviews on our behalf  DC Life – Third party company who conduct medicals and test on our behalf  FME – Further medical evidence – a letter that is send to either the customer or Doctor for more information. continued Terminology/abbreviations: 4

INTERNAL USE ONLY  Before submitting an application: 1) Ensure there are no discrepancies (differences) between the application and direct debit instruction i.e. Mrs/Ms or spelling of names. 2) Ensure there are no discrepancies (differences) between multiple applications for the same customer i.e spellings, names, dates of birth, addresses.  After submitting an application: 1) If there is a language barrier, please let us know as soon as possible. We do not want to arrange a telephone interview if the client does not speak/understand English.  Before starting an application: 1) Check the spelling of names and addresses. 2) Check affordability especially on rated cases (where the cost has increased due to changes in their health/occupation/pursuits). Best Practices: 5

INTERNAL USE ONLY 1. If the application has been rated, the case will automatically issue after 3 working days unless there are any outstanding requirements i.e commencement date to be confirmed. 2. If a commencement date is outstanding the plan will not start until you advise us to do so. 3. Please name, DOB and address changes to 4. We can not discuss confidential information relating to applications with a translator as they are not authorised to have the data. 5. The electronic pipeline should be used in the first instance to obtain an update on applications. Please upgrade to the microsite (Pipeline +) for real time updates. 6. A plan can only be reissued once - if further changes need to be made a new application will need to be submitted. 7. If a client chooses to view the report before the Doctor sends it back to us, it will delay the application by up to 21 days. (the client has 21 days in which to view the report before the Doctor will return it to us automatically) Good to know Best Practices: 6