Frequently Asked Questions FAQs

Our aim is to make life as easy as possible. We’ve therefore kept the number of forms your client needs to complete to the absolute minimum.

In the first instance, we recommend you get in touch with our underwriting, service or claims team – they’ll be able to confirm the most efficient way to manage your enquiry or request.

Our team can be contacted on:

Phone: 1300 576 049

Email: customerservice@encompassprotect.com.au

If you’re a registered Encompass Protection adviser, you can contact your dedicated NEOS service consultant for support with Encompass Protection administration or commission enquiries.

If you’re not a registered Encompass Protection adviser, simply complete our ‘register your interest’ form available here.

Alternatively, please don’t hesitate to contact our sales team directly on:

Phone: 1300 576 049

Tags: Commissions | Adviser services

If you’re a registered Encompass Protection adviser, you can contact your dedicated underwriter for support with Encompass Protection underwriting questions and enquiries.

If you’re not a registered Encompass Protection adviser, simply complete our ‘register your interest’ form available here.

Alternatively, please don’t hesitate to contact our sales team directly on:

Phone: 1300 576 049

Tags: Applying for Encompass Protection | Adviser services

You can now complete a quote or application for Encompass Protection using the same platform that you use for NEOS Protection (this also means you can use your existing NEOS username and password to login).

You can access the adviser portal here.

Note: you will still need to be registered with Encompass Protection to complete a client application. You can register to be an Encompass Protection adviser here.

Tags: About Encompass Protection | Adviser services

If you’re a registered NEOS Protection adviser, you can contact your dedicated NEOS BDM for support with Encompass Protection.

If you’re not a registered NEOS Protection adviser, simply complete our ‘register your interest’ form available here.

Alternatively, please don’t hesitate to contact our sales team directly on:

Phone: 1300 576 049

Simply complete our ‘register your interest’ form available here.

Alternatively, please don’t hesitate to contact our sales team directly on:

Phone: 1300 576 049

No, Encompass Protection does not charge a policy fee.

Yes, a 7.5% premium discount will apply to our lump sum covers (Life Cover, TPD Cover and Critical Illness Cover) when the insured person meets the following criteria:

BMI between 19 and 28.5 inclusive
non-smoker > 10 years; and
no loadings or exclusions.

See our Adviser Guide for further details.

Our application system only supports one insured person per policy. This streamlined process ensures your clients are covered as quickly and painlessly as possible.

We know how much advisers value the experience that NEOS delivers. Whether it’s the dedicated service team, fast turnaround times or easy-to-use adviser portal, the NEOS Experience makes an adviser’s job easier and improves client satisfaction.

That’s why NEOS has partnered with MLC Life Insurance to launch Encompass Protection – a product that combines the NEOS Experience with MLC Life Insurance’s financial strength and claims service.

All Encompass Protection life insurance policies are promoted and administered by NEOS.

This means that regardless of whether you’ve recommended NEOS Protection or Encompass Protection to your client, you will:

Have the same, dedicated NEOS BDM, underwriter and service consultant working with you across both products
Quote, apply and manage your clients using the same adviser portal

Tags: About Encompass Protection | About NEOS Life

Continuity of cover means that we will renew your Encompass Protection policy each year until it expires, provided premiums are paid when due. This means we won’t cancel cover, place further restrictions on it or increase premiums because of changes to the insured person’s health, occupation or pastimes.

Tags: About life insurance | About Encompass Protection

If you feel we haven’t resolved your complaint to your satisfaction, you can then lodge your complaint with the Australian Financial Complaints Authority (AFCA). AFCA is an independent organisation, which provides free assistance to customers who have complaints about financial products and services. AFCA can be contacted at:

Phone: 1800 931 678
Website: www.afca.org.au
Address: GPO Box 3, Melbourne VIC 3001
Email: info@afca.org.au

Tags: Complaints | About Encompass Protection

We’ll make every effort to try and resolve your complaint as quickly and as fairly as possible.

If you have a concern or complaint, please contact us in the first instance via the details below. We’ll endeavour to manage this to your satisfaction without undue delay. We’ll make sure we call you within two days of receipt of your complaint.

Call us: 1300 476 030

Email us: customer@encompassprotect.com.au

If we can’t resolve your complaint quickly, we’ll formally record the details, with your assistance, to ensure that it’s correctly understood and progressed through the appropriate channels. This may involve external parties such as the insurer and your financial adviser.

Our complaints manager will work closely with you to resolve your complaint and keep you updated along the way. Please note that while the law allows insurance companies up to 45 days to respond to complaints (90 days for super complaints), we’ll always endeavour to respond to you as soon as possible.

Tags: Complaints | About Encompass Protection

If you’ve made a claim, you can generally access all the information we hold about you, except for certain instances, as per privacy legislation, where we need to provide information directly to your doctor (instead of you).

Simply call us on 1300 476 030 or email us at claims@encompassprotect.com.au and we’ll organise to send you a copy of your claims file.

Tags: Claims | About Encompass Protection

If you’re concerned about the way your claim is progressing, or disagree with our response to your claim, please talk to your Encompass Protection claims consultant first. If they can’t resolve your issue, you can have the issue reviewed by our claims manager or Claims Review Committee.

Should you remain unhappy after our internal review, you can have an external body like an ombudsman or a regulator try to resolve the issue. We’ll provide you with information about the options available and how you can contact the relevant organisation.

Tags: Claims | About Encompass Protection

If you’re legally competent to apply for a claim and your claim is approved, all benefits will be paid to you or your legal personal representative. If you’re judged not legally competent, we’ll pay the benefits to whomever we’re legally permitted to make payments. If your claim is approved, all benefits will be paid to you or your legal representative.

Yes, it’s important to continue paying your premiums while your claim is being assessed to ensure your cover isn’t cancelled.

We promise to let you know the outcome of your claim as soon as possible. But assessing your claim may, in some instances, depend on circumstances that are outside of our control.

Some claims are simple, but others are more involved and depend on how promptly we’re able to obtain information from you and from any relevant doctors or other third parties.

When providing details about your claim to us, it’s best that you provide as much detail and clarity as you can. This will help us get back to you as soon as possible.

We’re here, along with your financial adviser, to support you through the claims process. If you need to make a claim, we’re here to support you with personalised and compassionate attention every step of the way.

We’ll do our very best to make the process easy, and once claim conditions are met, get you paid as quickly as possible.

Get started with a claim by contacting us on 1300 476 030 or claims@encompassprotect.com.au as soon as you know you need to make a claim and we’ll get things moving. Our phone lines are open 8.00am to 6.00pm (AEST/AEDT) Monday to Friday.

We may pay your financial adviser a commission. Any amount paid is factored into the cost of your policy. Your financial adviser will provide you with a Financial Services Guide and where applicable, a Statement of Advice, which will detail the benefits they receive for selling you your policy.

Tags: About Encompass Protection | Commissions

If you’ve lost your policy documentation, simply call us on 1300 476 030 or email us at customer@encompassprotect.com.au and we’ll send you a copy.

Call us on 1300 476 030 or email us at customer@encompassprotect.com.au and we’ll update your details.

The premium you pay may increase each year due to:

regular age increases (if your policy has stepped premiums)
some discounts cease during the life of your policy like the new cover reward discount
any increase in tax, duty or charge introduced by government; and/or
a fee for administering your policy is charged (currently we do not charge any policy fees);
if your sum insured increases (including through the Indexation Benefit)
You vary your policy, for example you add a new type of insurance; and/or
We change the premium rates*

Each year we’ll send you an annual anniversary notice outlining your premium payable.

* The cost of your insurance cover is not guaranteed, and the insurer can change the premium rates. Decisions to change premium rates do not occur because of changes to an individual customer’s own circumstances, but rather are determined in relation to the group of policies.

If you can’t afford to pay your premiums, please contact your financial adviser, call us on 1300 476 030 or email us customer@encompassprotect.com.au and we’ll let you know what options are available.

Premium payments for Encompass Protection policies are paid through direct debit, either by credit card or debit card, ensuring you don’t accidently forget a payment. You can choose to pay your premium monthly or yearly. If you pay your premium monthly, we’ll apply a premium frequency loading to your premium, which helps cover the costs of collecting your premium more frequently.

Interim accident cover is designed to provide you with limited cover while your application is being assessed by us and is available free of charge. It starts as soon as we receive your fully completed application form, a completed personal statement and a completed premium deduction authority.

Tags: About Encompass Protection | About life insurance | About my policy

Whenever we improve the terms of Encompass Protection, and those improvements don’t result in an increase in premiums, those terms will be made available to you.

Tags: About Encompass Protection | About life insurance | About my policy

Guaranteed renewable means that we guarantee to renew your cover each year until it expires, provided premiums are paid when due. This means we won’t cancel cover, place further restrictions on it or increase premiums because of changes to the insured person’s health, occupation or pastimes.

Tags: About my policy

Yes, your Encompass Protection policy covers you 24 hours a day, anywhere in the world.

Tags: About Encompass Protection | About life insurance | About my policy

If you cancel your Encompass Protection policy during the cooling-off period and you haven’t made a claim, your policy will be cancelled from the commencement date, and we’ll refund any premiums you’ve paid. If your cover is inside super, your refund may need to be preserved within super.

If you cancel your policy after the cooling-off period, premiums aren’t refundable.

Tags: About Encompass Protection | About life insurance | About my policy

Yes, you can cancel your Encompass Protection policy if you no longer need it. You can let your adviser know or simply call us on 1300 476 030 or email us at customer@encompassprotect.com.au and we’ll let you know what you need to do.

Tags: About Encompass Protection | About life insurance | About my policy

We know life is constantly changing, and you may need to make changes to your Encompass Protection policy from time to time. In many cases, general policy alterations such as changes of address or bank account details can be completed over the phone. For more complex policy alterations, we may require additional information. Either way, simply call us on 1300 476 030 or email us at customer@encompassprotect.com.au and we’ll make the process as easy for you as possible.

Tags: About Encompass Protection | About life insurance | About my policy

You can access a copy of the Product Disclosure Statement and Policy Document from our website at www.encompassprotect.com.au/pds

Tags: Adviser services | About my policy | About Encompass Protection

Your Encompass Protection policy starts when your application has been assessed and approved by us, and we have received your first premium. As soon as your cover is approved, a welcome letter will be sent to you via email, along with a policy schedule outlining the full details of your cover, including your policy’s commencement date.

If you’re applying for life insurance, or increasing the insurance cover you already have, it’s important you tell us about any change in your health or financial circumstances. If during this process, you’ve forgotten to tell your adviser something, we recommend you contact them as soon as possible to discuss. Alternatively, you can contact us directly by phoning us on 1300 476 030 or sending an email to customer@encompassprotect.com.au

Once you’ve been accepted for insurance cover, you don’t need to update us of any changes to your health, financial circumstances or occupation.

Encompass Protection policies allow for one insured person per policy, so your partner will need to apply for insurance cover under their own policy.

You may still be eligible for life insurance if you have any pre-existing health condition(s). Your financial adviser can help answer any questions you may have about these and guide you through the application process.

The setup of your Encompass Protection policy depends on many variables, such as the cover type(s) being applied for, the cover amount and any additional information we may need to assess your application including your current health and medical history. At times, we may need to wait for information to be returned to us from other providers such as your doctor(s).

Importantly, purchasing life insurance with the guidance of your financial adviser means you’re receiving expert advice and your life insurance policy is tailored to your individual needs.

Tags: About life insurance | About Encompass Protection

Your Encompass Protection policy can be owned by a super fund or outside super, by you or a legal entity. Your financial adviser can help you decide which ownership option is best for you.

Tags: About life insurance | About Encompass Protection

A beneficiary is the person (or persons) you choose to receive your benefit if you pass away while you’re covered by a life insurance policy. If you’re choosing more than one beneficiary, you’ll need to let us know what proportion of the total benefit amount you’d like each beneficiary to receive. If you wish to add or update a beneficiary nomination for your policy, you can do so at any time. Simply call us on 1300 476 030 or email us at customer@encompassprotect.com.au

Level premium ceased being available on 16 February 2024.

With level premiums, the insured person’s premium is calculated on the applicable premiums for the insured person’s age at the cover commencement date.

Level premiums will usually only increase each year in line with any increase in their sum insured, including increases as a result of Indexation Benefit (if applicable). However, level premiums are not fixed, and the insurer can increase as required.

The cost of your insurance cover is not guaranteed, and the insurer can change the premium rates. Changes are made to a group of policies and the insurer won’t single you out for a change in premiums.

With stepped premiums, the insured person’s premium is re-calculated on each policy anniversary based on their age and the applicable premium rate on that anniversary. Stepped premiums will usually increase each year in line with the insured person’s age and any changes made to their levels of cover, or if their sum insured increases as a result of Indexation Benefit (if applicable). Premium rates can change and are not guaranteed.

The insurer can change the premium rates. If changes are made to premium rates for a group of policies, the insurer won’t single you out for a change in premiums.

Income Protection Cover replaces up to 70% of the insured person’s income if they’re unable to work due to illness or injury. This can help you cover day-to-day expenses such as school fees or mortgage and car repayments and allows you to focus on your recovery.

Tags: Product | About life insurance

Critical illness cover provides a lump sum payment if the insured person suffers a critical illness. You can use this money for any purpose, whether it’s to seek specialised medical treatment, reduce debts or make necessary lifestyle changes.

Tags: Product | About life insurance

TPD cover provides a lump sum payment if the insured person becomes totally and permanently disabled. This can help you pay medical expenses or cover the cost of necessary lifestyle changes.

Tags: Product | About life insurance

Life insurance, sometimes also referred to as life cover, provides a lump sum payment if the insured person dies or is diagnosed with a terminal illness. You can use this to pay off debts such as a mortgage, to cover daily living expenses or save it for future needs such as school fees.

You can contact our claims team on:
Customer phone: 1300 476 030
Adviser phone: 1300 576 049
Email: claims@encompassprotect.com.au

Tags: Claims

No, Encompass Protection is only available as an individual life insurance policy and only via financial advisers.