Cignpost Life for Advisers frequently asked questions

Cignpost Life

Why should I recommend Cignpost Life to my clients?

We recognise everyone is busy, no one wants to wait around completing long and complicated applications and then wait even longer for a decision. Cignpost Term Life can be completed in just 5 minutes with an instant decision and no medical evidence required.

Who are Cignpost Life?

Cignpost Life is a trading style of Albany Park Limited who are authorised and regulated by the financial conduct authority. Albany Park has a wealth of knowledge within the protection and mortgage sector and believes the client’s needs should be at the heart of everything they do. Their 4.8 Trustpilot rating shows they are delivering on their client’s expectations.

What does Cignpost Life do differently from other providers?

A simple, term life insurance solution, Cignpost Life has advanced underwriting for an immediate decision, requires no medical and can be completed in as little as 5 minutes

Who can Cignpost Life cover?

Cignpost Term Life Insurance can offer cover for residents of the UK (excluding the Channel Islands and Isle of Man). Our For Advisers product is available for clients aged between 18 and 65 who are looking to purchase up to £750,000 of term life insurance.

What is Cignpost Life’s definition of a UK resident?

As long as the client is a UK resident for tax purposes, has a UK correspondence address and can pay premiums from a UK bank account they meet our definition of a UK resident.

What are the limits of Cignpost Life’s Term Life cover?

Our policy focuses on providing the core cover required to protect your client’s finances at an affordable price. Enhanced options are available where required to help you arrange cover for more clients.

What is Cignpost Term Life’s waiver of premium option?

Waiver of premium is an optional extra and comes at an additional cost if selected with one of our Cignpost Term Life policies. Acceptance for waiver of premium is subject to underwriting.
Your client’s monthly premiums will be waived if they meet the required definition of incapacity for 26 consecutive weeks.

What is the waiver of premium incapacity definition for Cignpost Term Life?

For all clients in employment we have an own occupation definition. The own occupation definition is as follows,
Due to illness or injury, the policy holder is unable to do the duties normally required to perform their occupation. These duties cannot reasonably be omitted or changed by the policy holder or their employer. By occupation, we mean the trade, profession or type of work the policy holder was doing for profit or pay. It is not a specific job with any particular employer and is irrespective of location and availability.

What is Cignpost Life’s definition of a terminal illness?

Cignpost Life defines a terminal illness as a definite diagnosis by a consultant of an illness for which both:

the illness either has no known cure or has progressed to the point where it cannot be cured; and
in the opinion of the consultant and our medical officer, the illness is expected to lead to death within 12 months of diagnosis

Terminal illness cover is included as standard for the full duration of the policy.

Existing customers

When will my client receive their policy documents?

Once you have completed your client’s policy purchase, we will send their policy documents out in the post and they should receive them within seven working days.

What changes do my clients need to tell you about?

There is certain information we will need to know to help ensure that your clients cover is available when they need it.

Please ask them to let us know if they change:

Name;
Bank account;
Other contact details provided to Cignpost Life
Country of residence - If they move to another country outside of the UK, premiums must continue to be paid from a UK bank account in the name of the policy holder.

What changes can my client make to their policy?

Your client can change the amount of cover, the end date of their policy, or the type of cover they have. Please ask them to contact us on 0330 123 3747 and our team will talk them through the options to arrange this.

If your client would like to reduce their cover, premium or policy term, this should be possible on their existing policy. If they reduce the amount of cover, or shorten the term, and then want to increase them again in the future, they will have to apply for a new policy at that time.

If they would like to increase the cover amount, an additional plan will be needed for the extra cover amount (subject to further underwriting).

Please contact us for more details.

Can my client change their mind?

Your client can cancel their policy at any time. If they change their mind within 30 days of their plan starting, we’ll refund their premiums. If they cancel at any other time, their cover will end and they won’t get anything back. Their policy has no cash-in value at any time.

Can Cignpost Life cancel my client’s cover?

We will cancel your clients plan is if they act fraudulently, or deliberately provide untrue, inaccurate or misleading information when taking out the policy, or when making a claim.

What happens if my client does not pay their premiums?

If your client stops paying their premiums, we will write to them to inform them and if they do not resume paying their premiums, their cover will end and they won’t get anything back.

We will write to them to inform them of all missed premium payments. They can pay a missed premium by calling us on 0330 123 3747 and making a card payment over the phone. We will also notify you by sending a regular missed payment report including the details of any missed payments from that week so you can contact your client to discuss their options.

Who collects the monthly direct debit payment from my client’s bank account?

Premiums will be collected from your clients bank account by the insurer, ipitQ - it will appear as iptiQ Life SA UK.

How can I check the status of my client’s policy?

We will send monthly policy summary reports which contain any changes made to the policy, any missed premiums, and the current status of the policy.

Can my client write their policy into trust?

Clients can choose to put their policy into trust independently. A trust can be created either at point of sale or at any time during the policy.

How can my client make a claim on their Cignpost Term Life policy?

A claim can be made by calling us on 0330 123 3747 or by writing to us at: Freepost Cignpost Life Customer Service.

What information will my client need to make a claim?

Once your client makes a claim with us, one of our claims experts will inform them of what information they need to provide based on their situation. Initially they will need:

Name of claimant
Policy reference
Details of the claim
Confirmation of their identity

How long does the claims process take?

We aim to get claims paid as quickly as possible; it generally takes one month or less**, depending on the complexity of the claim and how long it takes for documents to be sent across. We aim to transfer money within seven days of receiving all the paperwork, this could be sooner depending on bank processing time.

We understand each claim is different, so we investigate each one individually meaning your client can relax knowing their claim will be given our full attention.

How can my clients make a claim for Waiver of Premium?

To make a claim for Waiver of Premium, your client can contact our experienced customer service team on 0330 123 3747. To process the claim, we will need a completed claim form and medical information such as a report from your clients doctor (please see our key features document for full details).

To avoid any delays in the claim payment start date, your client should notify us of a claim within the first 16 weeks of the policy holders incapacity (for example, if your client notifies us after 18 weeks, the claim payment start date may be delayed by 2 weeks).

Once a waiver of premium claim has commenced, your client should let us know if they begin work or lives outside any of the countries of the United Kingdom, European Union, Switzerland, Iceland, Norway, USA, Canada, Australia, New Zealand, the Isle of Man or the Channel Islands for over 13 consecutive weeks in 12 months.

We have a new starter in the team, how do I set them up with a user login?

Admin user accounts can be setup for the Cignpost Life portal so a designated person within your company can add, edit and block any user accounts as required.

If you are not sure who the admin user is for your company or if you need an admin user setup email us at info@cignpostlife.co.uk. You can also email us with the details of new users, and we can set these up for you.

An adviser has left the company how do I remove their user account?

Cignpost Life portal user accounts cannot be removed but users can be blocked so they are unable to login or access any information.

Admin users can block any user accounts as required simply by;

Logging into the Cignpost Life broker portal
Selecting the user account they need to block
Clicking block at the bottom of the page
Confirming block in the pop-up

If you are not sure who the admin user is for your company or if you need an admin user setup email us at info@cignpostlife.co.uk. You can also email us with the details of the user, and we can block these for you.

Where can I see all the Cignpost Term Life policies sold within our company?

All user accounts within your company can see all the policies sold within your company’s account.

When you login you will see a tab for “Pending applications” and one for “Completed applications”. If you select “Completed applications” there is a PDF link against each one which enables you to see all the details entered by an adviser at the point of sale.

If you need a user account setup please see “We have a new starter in the team, how do I set them up with a user login?”.

I have a question about how to use the portal, who should I contact?

We are here to help every step of the way, you can email us at info@cignpostlife.co.uk.

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