Your individual choices and personal circumstances are applied to our set of standard premium rates to calculate your premiums. The standard premium rates are not guaranteed to stay the same. Occasionally, we need to adjust our standard premium rates to ensure we can continue to support our customers when you need us the most – at claim time.
- When we review our standard premium rates, we will look at factors including the following:
- for expected future claims costs, factors can include recent claims experience, or industry trends which show a likely increase in the future cost of claims
- for other costs of doing business, factors can include changes to tax, government or other mandatory charges, the cost of reinsurance, the costs to meet compliance and regulatory requirements, distribution costs, and changes to business operating expenses, and
- for reasonable margins in providing the cover, factors can include changes to the economic environment such as interest rates, inflation rates and market returns, or the achievement of a fair shareholder target return for the commercial risks taken in providing the insurance.
If we make changes to our standard premium rates, we will always act reasonably and with utmost good faith, and any changes will be applied consistently for policies of the same kind. This means your policy will not be singled out for a change in premium rates.
If your premium increases, you have a number of options to manage the cost of your cover, such as reducing your cover or changing the options on your cover. Please speak to us or your financial adviser for assistance.
Frequently asked questions FAQs
While our team is available and happy to answer any questions you might have, we appreciate that sometimes it’s faster simply to find the answer yourself. That’s why we’ve created this frequently asked questions page – so that all the most commonly asked questions about Encompass Protection can be found in one central place.
If you are affected by family and domestic violence, please know we’re committed to supporting you and treating you with empathy, compassion, and respect. We’ll seek to assist you by providing practical support if your situation makes it harder for you to access our products and services.
As we may not be able to identify if you’re experiencing vulnerability, when it is safe to do so, we ask that you contact us. We can provide you with additional support and services.
Our commitment to you
If we identify (or you tell us) that you’re affected by family and domestic violence, we may offer the following assistance:
| Communication | Finding safe and alternative ways to communicate. We’ll record our interactions with you in your preferred method at a mutually suitable time and date. |
| Collecting information | Minimise the information we require from you and the number of times you’re required to disclose the same information, where it is reasonably possible. We’ll take into account that you may not have access to your personal information, records and documents. We’ll take reasonable steps and consider alternative ways to validate your information to establish your identification*. |
| Extra support | Engage your nominated extra support person through our communications if you advise us of their details. This may be your financial counsellor, lawyer, community services or social worker, legal aid officer, family violence specialist or any other services. |
| Financial hardship | If you‘re also experiencing financial hardship, we’ll discuss alternative ways to help you temporarily manage your insurance arrangement. |
| Privacy | We’ll treat all information related to your situation as sensitive and take measures to ensure its kept confidential. This is to protect your right to privacy in accordance with our privacy policy. We’ll respect your choice not to provide evidence of an intervention order to access our assistance through this policy. |
| Referral | If you require additional assistance, we can refer you to an external family violence and financial hardship services, as appropriate. |
* under Anti-Money Laundering and Counter-Terrorism Financing Rules Instrument 2007 (No.1) 2007
Our commitment to help our people help you
Our people are key to our interactions with you. We ensure our staff, who are likely to interact with you, have role-appropriate training and reference documents.
If you are dissatisfied with our management of your situation, you can lodge a complaint.
You can access information about the complaint management process here.
We appreciate that when your client needs to make a claim, they’re often experiencing a period of uncertainty and financial vulnerability. That’s why our claims process is responsive and straightforward.
Importantly, we also understand and value the role of the adviser during claims time. Further information about our claims process is available here.
Tags: About Encompass Protection | Claims
We pay commissions weekly.
Tags: Commissions | Adviser services
No, we only accept online applications for Encompass Protection. You can submit an online application via our adviser portal.
However, if you’re meeting with a client and won’t have access to our online portal, we’ve created a data capture form – this form allows you to collect the information required to complete the application online when you return to your office. You can access our data capture form here or order printed copies here.
Yes, you can order printed copies of the Encompass Protection PDS via our online ordering portal available here.
To order printed PDSs, you must be a registered Encompass Protection adviser.
Not registered with us? 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: Adviser services
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
Tags: Adviser services
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
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.