campaign script: nab essential life-inbound

ff you are using a printed copy of this document check that the version number is consistent with the current version number on the Document Distribution List.

Campaign Script: NAB Essential Life- INBOUND SCRIPT COLOUR CODING

Version Issue Date

Version 0.2 16/08/2010 Version 0.3 20/08/2010 Version 0.4 29/02/2012

Version 0.5 05/04/2012 05/04/2012

Version 0.6 28/5112

Version 0.7 15/06/2012 06/11/2012

Version 0.8 15/11/2012 15/11/2012

Version 0.9 19/11/2012 19/11/2012

Version 1 21/11/2012 Version 1.1 17101/2013 Version 1.2 01/02/2013

AEGON MLC Inbound

Black text is positioning. <> denotes variable text. Blue text is optional for TSR's to read if customer asks or requires further information

Purple text is mandatory compliance wording Green text is TSR guidelines

Red text is instructional for Teleworker Developers

Amended By Description of Changes

oody S. Wooovatt Uodated scriotina from MLC feedback S. Woodvatt Uodated inline with Outbound scriot version 0.8 and 0.9

NehaS Created ADAMS version and edited the Q numbers to match OB Q #s, added Verbal FSG and pre-recorded msg and 3 months unnrade rule.

NehaS Script uodated as per feedback from MLC I AEGON compliance meetino Matthew Lee AEGON Comoliance sian-off

Cecile M (Product and Marketing Pis note that the 'sales' related parts of this script should be the same as the Outbound script (and therefore, has not been touched Chanoes) here). The chanoes reflected here are the Inbound components onlv NehaS Updated inline with the OB latest version

Matthew Lee Comoliance sian-off Paulin Raval Script uodated as per feedback from MLC Matthew Lee Comoliance sian-off Paulin Raval Script updated as per feedback from MLC Matthew Lee Compliance sion-0ff subiect to chanoes Paulin Raval Scriot unnated for new oroducts <Critical illness and Essential iniurv) Paulin Raval Script uodated with the outcome "Branch cancellation" to Q76 and QBO

Debbie Harmey Script build adjustments

Date: DATE Version Number: 22G

©Copyright 2017 (AEGON Group). Highly Confidential of 107

MLC.110.001.0140

AEGON Date: DATEMLC Inbound Version Number: 220


Version 1.3 07.03.2013 Paulin Raval Injury product updated with additional “osteoporosis” question (Q155)Version 1.4 18.03.2013 Paulin Raval Script updates to reflect changes to upgrade processVersion 1.5 11.04.2013 Paulin Raval Script updates to reflect changes to upgrade process

11.04.2013 Natashia Bracciaventi AEGON Compliance sign offVersion 1.6 18.04.2013 Paulin Raval Script updates to reflect changes to U/W upgrade process and health declarationVersion 1.7 23.05.2013 Paulin Raval New UW updatesVersion 1.8 04.06.2013 Paulin Raval Script updates to include health declaration for EL upgrades less than 90 days.

14.06.2013 Natashia and Sek Kuan AEGON Compliance sign offVersion 1.9 20.06.2013 Paulin Raval Script updates as per feedback from Nat / Sek Kuan

02.07.2013 Natashia and Sek Kuan AEGON Compliance sign offVersion 2.0 26.08.2013 Paulin Raval Script updates copied as per the signed off outbound script.Version 2.1 06.09.2013 Paulin Raval Navigation changes to include ‘retention – X Sell new product’Version 2.2 19.11.2013 Sam De Leon Updated navigation to include Joint scriptingVersion 2.3 20.03.2014 Paulin Raval Updated script and navigation for Joint cover offers.( copied from signed off OB script)Version 2.4 04.04.2014 Paulin Raval Script updated with new UW questionsVersion 2.5 08.04.2014 Paulin Raval Script updated as per feedback from review meetingVersion 2.6 02.05.2014 Paulin Raval Added Q287 to allow IB to amend the CB date for pending CB campaign and Q112 ( upgrades scripting)Version 2.7 08.05.2014 Paulin Raval Scripting updated to reflect changes made on L27 Injury campaignVersion 2.8 21.05.2014 Zuheb Chowdhury

Chanthary VayQ2, page 12, Q18, Q28, Q59, Q60, Q83, Q84, Q85, Q87, Q88, Q89, page 145Q81, page 60 & 63, Q86, Q155

Version 2.9 30.05.2014 Zuheb Chowdhury Rebuttal 49, 52, 57, Want to Think About It - Injury30.05.14 Chanthary Vay Q109 colour text change Q112 deleted repeated text and rebuttals 60. Already have Insurance – EL, Already have Insurance –

Injury, Covered through Super – Injury, Does not need / Too young – Injury, Do not buy over the phone- Injury.Natashia Bracciaventi Sign off

Version 3.0 02.06.2014 Paulin Raval Deleted Q278 due to duplication of queues.02.06.2014 Zuheb Chowdhury Q112- C.I.02.06.2014 Sek Kuan Wong Compliance sign off02.06.2014 Natashia Bracciaventi Sign off

Version 3.1 04.06.2014 Paulin Raval Script updates as per feedback from UAT session,(Q13,Q21,Q48,Q52,Q110,Q112)

Version 3.2 13.06.2014 Paulin Raval Script updated as per feedback from the Script review session (Q59,Q60,Q163, Q110, Q112 , Q164 , rebuttal - 58)13.06.2014 Sek Kuan Wong Compliance sign off

Version 3.3 27.06.2014 Chanthary Vay For rebuttal does not need/ too young injury inserted the word ‘by’Version 3.4 11.07.2014 Paulin Raval Updated as per MLC legal feedback ( Q29, Q87)Version 1.1 24.07.2014 NAB Brand Updated to reflect NAB Brand voice & tone (per brief)Version 1.1

(v1)25.07.2014 Workshop #1 Updated to reflect feedback from AEGON, Product, Marketing, NAB Legal & NAB Wealth Legal

Version 1.1(v2)

28.07.2014 Amanda Chin Updated the rest of the script to include reference to ‘MLC’ in Best Doctors section and updating product references from MLC toNAB.

MLC.110.001.0141



Version 1.1(v3)

30.07.2014 Workshop #2 Updated to reflect all final AEGON, Product, Marketing, NAB Legal & NAB Wealth Legal feedback. Now in a position for email ‘signoff’ (excluding outstanding items that need to be resolved offline).

Version 1.1(v4)

01.08.2014 Natashia and Eky Updated as per meeting actions from 30th July and further updates by email

05.08.2014 ADAMS compliance sign off21.08.2014 Natashia Removal of MLC from Q5 and replaced with NAB Essentials

Version 1.2 06.11.2014 Paulin Raval Script aligned as per the latest signed off dated 09102014 ( Q6, Q7 , Q29 updated )Version 1.3 20/05/2015 Stephen Nohra Save retirement added in - Q10Version 1.4 21/05/2015 Stephen Nohra +7 day rule added to Q23Version 1.5 19.06.2015 Tanya Hansen Update Retentions to Provisional

2.07.2015 Zuheb Chowdhury Q18, Q155Compliance signoff

Version 1.6 06.08.2015 Natashia Bracciaventi Branching changes for Provisional Downgrade and PCI -Also included wording for capturing email/mobile in Q105

Version 1.7 24.08.2015 Natashia Bracciaventi Q76 included cancellation date within 5 days ruleVersion 1.8 16.09.2015 Natashia Bracciaventi Branch testing for changes to PCI for policy administration and cancellations - Q174 – remove capturing of premium amount as this

is not a retention call.Version 1.9 23.11.2015 Natashia Bracciaventi Updates to Q’s as per Rapport questions

Q297 – included existing level of coverAD 10% offer option to queue

Version 2.0 25.11.2015 Natashia Bracciaventi Added wording for agents if received calls due to billing reject SMS – Q196.Version 2.1 27.11.2015 Tanya Hansen Changes to Q174 and Q196

7.12.2015 Chanthary Vay Compliance sign off – Q174 & 196Version 3 06.04.2016 Tanya Hansen Overall/ clean-up of script. Also edit colour and put Qs numbers in chronological order.

Move exclusions Q95Add super/business acc scripting Q16UW questions Q53, 54, 55, 56Smoking changes scripting Q81,109, 297Authority Q104 & Q105Reinstate policy scripting Q110Speaking to partner on new sale scripting Q164Change of name scripting Q181Definition of estate 198Instructions in Q21

15.04.16 Chanthary Vay, NatashiaBracciaventi & Tanya Hansen

Sign off

Version 4 18/05/2016 Natashia Bracciaventi Update to Q73 – included capture text for cancellations within 7 business days (free text for agents)

MLC.110.001.0142



Version 5 19/08/2016 Natashia BracciaventiQ1 NAB staff lead callback

Q12 – additional queue for staff call back scriptingQ161 Include Essential Life 10% discount (NAB staff only)

Version 6 22/08/16 Tanya Hansen Added retention Scripting

Version 7 8/9/16 Chanthary Vay Q12 – Added scripting for call backs to interested staff members with the 10% discount for EL

Version 7.1 12/09/16

21/09/16

Riccardo Lamarra - BusinessAnalyst – MLC Life CreationProject (Collateral) NAB WealthTransformation Project

Chanthary Vay

Updates around – MLC limited and included Nippon relationship

Compliance reviewVersion 8 17.10.2016 Natashia Bracciaventi Q 27

Included the T&C wording for the NAB EL and AD Lifetime completion

Also updated the Cancellation queues with generic cancellation scripting for +7 days updates

Version 8.1 17/10/16 Chanthary Vay

Natashia Bracciaventi

Sign off for Q27 – lifetime competition T&C wording and adjusted colour coding to reflect Aegon guidelines.

+7 days updates – Q201, Q202< Q207, Q203, Q204, Q205, Q206, Q207, Q215, Q212

Version 8.2 03/11/16 Tanya Hansen & Chanthary Vay Add DOD and PR question to CI Q158.

In anticipation of Aegon rebranding changes. Go live date is 8th November 2016.

Changes made to – Q18From AEGON Direct & Affinity Marketing Services Australia to “Aegon Insights Australia”.Changes are only required if the script contains the full entity name

Compliance sign off.Version 9 12.12/2016 Natashia Bracciaventi Reinstatement queue updates

Q106, 107, offer options, 114, 115, 116,117, 118,119, 277, 278, 279, 175, 16, 15, 120

Channel ReportingQ216, 105, 76, 217, 102, 107, 109

Version 9.1 23.01.2017 Natashia Bracciaventi Updates to queues as per feedback from Rapport during reinstatement build

MLC.110.001.0143



Q107 updated to q113 instead of q114Q115 – included capture of gender

Version 9.2 08.02.2017 Natashia and Nikita Testing updates to queues for EI reinstatement

Updated to EI reinstatement process. Include pass through premium table after Q107.Q107 – included premium table branchingQ151 – branching to 118

Version 9.3 13.02.2017 N kita Testing updates to queues for over qualifying age reinstatement

For CI & EL – Q107 branch to Q115For AD – Q107 branch to Q118For EI – Q107 branch to Q151

Version 9.4 16.02.2017 N kita Updates to queues as per feedback from Rapport during reinstatement build updates

Amended Q107 to navigate to AD premium table – Q147Q151 – Amended branching for reinstatement to go to Q118Amended Q149 and Q152 to branch to Q277 for reinstatement of EL/CI (dec good health)– does not need to pass through Q118until later stagesAmended Q298 to branch to Q118 after completing health questions for EL/CI reinstatementsQ147 & Q152 navigation fixed – now navigating to Q118

Version 9.5 03.03.2017 Natashia Updated reinstatement queues with scripting as per that for the Test reinstatement offer scripting.

Q107,115,116,117,118,119,120

Version 10 08/03/2017 Chanthary Vay & Tanya Hansen Minor updates made to Q5, 105, 106, 118Update cancellation queues to reflect new Ingenium 7 days rule. Q201, Q202, Q203, Q204, Q205, Q206, Q207, Q212, Q215Signoff.

Version 11 14.03.17 Natashia Bracciaventi Q107 – updated to include the 10% product as per ticket from RapportQ107 and Q109 – removed channel selection in this queue as it’s captured prior to this.

MLC.110.001.0144



Version 11.5 28.03.2017

26/04/2017

N kita Lea


Updates made to move the position of Q73 to occur later within Cancellation scripting

Systems enhancements

Return to Sender outcome and queue updates – Q1, Q216, Q186 and Q187

Financial Hardship outcomes and queues – Q106, Q90, Q81, Q113, Q188, Q189, Q194, Q195, Q241, Q242, Q147, Q149, Q151,Q152

Upgrade and downgrade – removal of age validation prior to premium table. You are able to upgrade and downgrade at any timethere is not age restriction on this – Q109 and Q81

Add additional outcomes –· Deceased notification – Q5 and Q244· Policy enquiry – Q106 and Q180· Death Certificate/Notification – Q216 and Q176

Version 12 16.05.2017 Natashia Bracciaventi Update to upgrade queue Q109 to include the age at issue date of policy and rules.

Version 13 06.06.2017 Natashia Bracciaventi Testing updates

Updates to queues from testing of all enhancements

Financial hardship updates to queues due to testing and additional queues and outcomes required –· Q194 changed to Q243· Q90 included reason for hardship from drop down and removed some information to be captured (DOB and Frequency,

Smoking status and Gender)· Q76 – included cancellation – financial hardship option- further changes made here to improve process for this outcome

Q73, Q114, Q245, Q246, Q298· Also include capture of comments in the queue which will need be inputted in IBOB· 113 remove capture of premium

Q161 – added EI 10% discount to queue which then goes to Q155

Upgrade – Q109 updated rule for CI as no premium table is required.Downgrade – Q81

Q109 – updated age validation rule.

MLC.110.001.0145



Version 14 18.06.2017 Natashia 1. Scripting for Financial Hardship - Q106, Q90, Q81, Q113, Q188, Q189, Q243, Q195, Q241, Q242, Q147, Q149, Q151,Q152

2. Updated Critical Illness conditions as per 1st July PDS – Q1583. PEC example for Injury and Critical Illness – Q157 and Q1584. Decline wording MLC – Q24

Testing updates branching

· Q90 included reason for hardship from drop down and removed some information to be captured (DOB and Frequency,Smoking status and Gender)

· Q90 financial hardship needs to go through Q73 prior to Q245

Version 15 27/06/17 Chan Vay & Natashia

Mae and Nat

Compliance signoff on Life Code updates:

· CI conditions as per 1 July 17 PDS - Q158.· PEC examples as per PDS for EI and CI (Provision 3.5) - Q157 & Q158· MLC Decline wording (Provision 5.14), explanation if customer wants more info for decline reason and process if customer

is not happy – Q24· Financial Hardship (Provision 6.5 & 6.6) – Q106, Q90, Q81, Q113, Q188, Q189, Q243, Q195, Q241, Q242, Q76, Q88· Financial Hardship ‘Other’ - Q114 and call close Q246, Q247· Risk of replacing insurance (Provision 4.8) – Q83· Complaints (Provision 9.5) – Q197, Q219

Validation changes to Q107 for reinstatement

Version 16/17 28.06.2017 MLC updated Life code review and sign off on scriptingVersion 18 03.07.2017 Natashia Bracciaventi Decline scripting in Q5 for decline calls

Version 19 11.07.2017 Natashia Bracciaventi Included capture of premium in all Retention financial hardship outcome queues – Q243,241,242,195,188,189,246,245, 247

Version 20 14/07/17 Chan Vay Compliance signoff on Life Code update:

· Decline scripting (Provision 5.14) – Q5

MLC.110.001.0146



· Removed additional Best Doctors scripting – Q155· Inserted variables when referring to <partner> for EI – Q157· Removed ‘trip of a lifetime’ scripting – Q27

Version 21 19.07.2017

20/07/17


Chan Vay

Remove nab Staff only for 10% EL in product name Q161

Q5 – included Essential Injury script for not eligible due to Osteo. As per scripting in Q165Compliance signoff – Q5

Version 22 25/10/2017 Tanya Hansen Update Reinstatement scripting Q118 and Q119

MLC.110.001.0147

MLC.110.001.0148

Variables & Assumptions

Variable I Tag Variable Name Comments <$AgentName$> TSR Name Current User I Aoent Name

<$CustomerFullName$> Customer Full Name First Name + Initial + Last Name <$CustomerName$> Customers Short Name Title + Last Name

<$Age$> Customers Age Age of Customer from Date of Birth <$SmokinaStatus$> Smokino Status Customers Smokino Status - ie. Smoker or Non-Smoker

<$MonthlyPremium$> Monthly Premium Monthly Premium for selected cover <$DailyPremium$> Daily Premium Daily Premium for selected cover

<$Coverlevel$> Cover Level Level of cover that is selected in the Data Panel <$Cal1Backlnstruction$> Call Back History Loads the previous call back history.

<$Provided$> Billing Info Provided If a customer has an existing XXXX account number provided for billing populate with: 'NAB/MLC Limited Account Details Available'.

Otherwise, return: 'No XXXX Account Details orovided' .

<$AgentCallBack$> Prior Agent Call Back If a call back has been previously set for this record, display the agent name that set the prior call back along with the date and time. If not call back was previously set, display 'no

orior call backs'.

AEGON Date: DATE MLC Inbound Version Number: 22G


MLC.110.001.0149

1 Queue - Phone call to be actioned Go to 5 Select contact source - Fax to be actioned Go to 216

- Mail to be actioned Go to 216 - Email to be actioned Go to 216 - Online Callback Go to 233 - EL Decline Go to 2 - Eclipse - SAP Go to 295 - NAB Staff Lead Callback Go to 12

2 EL declined - Hi, <customer name>. My name's <agent name>. I'm a Customer Care Consultant call ing from Continue Go to premium table (147) AD offer AEGON in Sydney - on behalf of MLC Limited - regarding your NAB Essential Life application . then 25

No Sale - AD Go to 25 Before I tell you more about this, I do need to let you know that all calls are recorded for quality, Go to 26 coaching and administration purposes. And any advice is general only and not based on your personal objectives, financial circumstances and needs. Before you make any decisions, you should read the Product Disclosure Statement, which contains important information. Is that ok?

Based on the answers you've provided I'm unable to provide you with Essential Life however, the type of cover I can offer you is Accidental Death.

MLC Limited takes a similar approach to underwriting to other life insurers providers in the market. They are continuously looking to provide cover to customers, and would be happy to review your policy term, should your circumstances change in the future.

Would you like me to arrange this cover for you now?



MLC.110.001.0150

3 Generic Product Introduction Thank you, <Customer Name>. I can tell you more about the features and benefits of this policy, Continue Go to 161

Does not recall receiving Go to 7 and arrange for application today. General Inquiry Go to 190

Recording Refused Go to 4

Now <Member Name> before I tell you more about this I need to let you know that all calls are recorded for quality, coaching and administration purposes. And any advice is general only and not based on your personal objectives, financial circumstances and needs. Before you make any decisions you should read the Product Disclosure Statement, which contains important information .

<Customer Name>, can you please confirm whether you have viewed the Product Disclosure Statement and Financial Services Guide for this product?

If no The PDS and FSG can be viewed on the website, have you read through this? If no again - Select does not recall receiving

If Yes Select recalls receiving

If customer asks why calls are recorded : All calls are recorded for quality, coaching and administrative purposes.

4 Does not want I understand how you feel <DSP _TITLE + DSP _LNAME>. However, I'm required to record all Agrees to recording Go to 161 to be recorded. calls for quality, coaching and administration purposes, so if you don't want this call to be Does not Agree to recording Go to 37

recorded, unfortunately, I won't be able to continue this call.

If no again [Disposition as Refused Recording]



MLC.1 10.001.0151

5 Introduction Good Morning/Afternoon/Evening, You've reached NAB Essential Sales and Service AT AEGON. Product Inquiry/purchase Goto3 (Call Opening) My Name is <agent name>. What can I do for you today?

Policy Enquiry/Administration Goto 103

Before I continue I need to let you know that all calls are recorded for quality, coaching and (maintenance account)

administration purposes. And any advice is general only and not based on your personal objectives, financial circumstances and needs.

Claim Goto 103

Cancellation Goto 76

If the customer wants more information for a declined sale or upgrade for inbound or online CFS RequesV Complaint Goto217 channel: Your application could have been declined for a number of reasons including a recent

Do Not Solicit Goto 102 diagnosis or medical condition. If your health changes over the coming months, you can re-apply and we'll re-assess then.

Call Transfer Goto223

For Essential Injury not eligible-osteoporosis for inbound or online: Prank Goto220 Unfortunately <customemame> a diagnosis of Osteoporosis is one of the exclusions of this policy. I'm sorry, but we can't offer you NAB Essential Injury. Test Call Goto221

If customer wants more information on their decline and wants a copy of what we relied on to CFS call back Goto218

make the decision: System Down - Request to call back Goto 178 I can organise to have this investigated for you. When will be the best time to give you a call

back? Schedule call with customer and ra ise with Team Manager. Language Barrier Goto 36

If Customer asks who AEGON is: Wrong Number I'm from AEGON Insights Austral ia. We work with MLC Limited, providing direct marketing Goto236 and administrative services and we also handle claims for NAB Essentials. FP/third Party Enquiry

Goto237

If customer asks what company you are from: CU return Calls

I'm from AEGON Insights Australia. We work with MLC Limited , providing direct marketing and Goto235

administrative services and we also handle claims for NAB Essentials. FPRU transfer Goto296

If customer asks who MLC Limited is: MLC Limited is part of the Nippon Life Insurance Group and not a part of the NAB Group of Deceased notification Goto244 Companies .. They provide insurance products and services. MLC Limited uses the MLC brand under licence.



MLC.110.001.0152

6 EL Presentation Thanks for enquiring about NAB Essential Life. ANSWER - Pre- Quote Go to 8

NAB Essential life can provide you with simple and affordable life insurance cover. If your claim is - No sale - EL Go to 35 accepted, it will - Ineligible Age Go to 40

• Provide a lump sum of up to $1 mill ion in the event of your death or if you're diagnosed with a terminal illness and have a life expectancy of less than 12 months.

• There's also an advance payment of $10,000 immediately upon death to help cover Australian Resident funeral expenses. - Yes

- No

Some of the other benefits are: NZ Resident

• You'll have 24 hour protection, anywhere in the world; - Yes

• It's a hassle-free application process, with no medical examinations - just straightforward - No

questions; NZ - Living/Working • And this policy is flexible. You can increase or decrease your amount of cover, and there

is no fixed term contract. Yes No

Also, through MLC Limited, this policy comes with access to a medical advice service called 'Best Doctors' - for no extra cost.

'Best Doctors' can be used for any medical condition that you might be concerned about, or have been diagnosed with, providing a second opinion on available medical information.

They can provide you with a report that can cover serious illnesses such as cancer, stroke or any condition causing major discomfort or disruption in your life such as asthma or migraines. This report will go straight to you and/or your treating doctor.

As a NAB Essential Life policyholder, this will provide you access to this medical advice service for you and your immediate family at no additional cost.



Presentation continued

AEGON MLC Inbound

Today, I can provide you with a quick quote and, if you'd like, I can take you through an application process over the phone, to get you covered quickly.

Now, <customer name>, I just need to tell you about your Duty of Disclosure, which is in the Product Disclosure Statement. In short, it means that you need to be honest and truthful during this conversation, or it may affect your claim, or result in cancellation of the policy. Do you understand your Duty of Disclosure?

To see if you are eligible for this cover, <Customer Name>, can I ask • Are you a permanent Austra lian resident? • And are you aged between 18 and 64?

If the customer mentions that they are a NZ resident : - Do you have a permanent address in Australia currently - Are you currently living/working in Austral ia and not just on holiday?

Thanks for that. So, you're eligible to apply for NAB Essential Life. Let me give you a quick quote now, to give you an idea of how affordable this cover can be.



MLC.110.001.0153

MLC.110.001.0154

7 Didn't recall Since you don't recall receiving the mail pack, <Customer Name>, I can email a copy of the Answer receiving Product Disclosure Statement and Financial Services Guide to you now. Can I get you email - Ok to continue Go to 161

address please? - Must send PDS before Go to 185 continuing

Capture email address and continue - Callback Go to 39 I've sent you a copy of it via email. What I can do now is go through the product with you, and answer any questions you might have. PDS Received

- Yes If customer does not have access to email or, offer hardcopy solution (Note - you cannot - No continue with the sale today). That's fine. I can organise for another copy of these documents to be mailed to you, and I can Resend PDS then give you a call in the next couple of days to go through this with you. When is there a better - Email time I can call you back? - Mail Write this down in your email calendar so you will remember to call the customer back.

Email Address (capture)

8 Pre Quote Great, just a couple of questions to start with. - EL Quote Go to EL Premium Table 149 and then to 95

Can you please confirm your name and Date of Birth? - Call back Q39

Have you smoked tobacco or any other substance in the last 12 months? Sal First

If the customer is a smoker: Last Do you smoke more than 25 cigarettes per day? DOB (dd/mm/yyyy)

Smoking Status

Thanks <sal> <last>. What level of cover are you looking at applying for? Gender Level of cover requested- (7

Also, you do have the option to increase or decrease this amount based on your preference. numbers max.) Smoking Quantity Yes (If > 25) - NO Cl OFFER No (If = < 25) - Cl offer


©Copyright 2017 (AEGON Group). Highly Confidential of107

MLC.110.001.0155

9 Quote So, <sum_insured> cover will only cost you $<fortnightly/monthly premium amount > a < - Continue Go to 11 fortnighUmonth>, and this can be automatically debited from your credit card or bank account. - No sale - EL Go to 35

- Return to premium table Go to Premium Table 149 (If customer wants a different sum insured - calculate monthly premium if they choose a different - Quotation Call Go to Q239 amount of cover). This cover can be flexible, with premiums paid fortnightly or monthly. Please allow me to run through the quick application process with you, it'll only take a few minutes. If accepted, I can complete your purchase for NAB Essential Life and you'll be covered under the policy.

10 Save GOOD Morning/Afternoon/Evening, YOU'VE REACHED Save retirement NAB ESSENTIALS Product Inquiry/purchase Go to 3 Retirement Sales and Service AT AEGON. MY NAME'S <agent name>. What can I do for you today? Policy Enquiry/Administration Go to 103 Entry point (maintenance account)

If Customer asks who AEGON is: Claim Go to 103 Must assign We work with MLC Limited, providing direct marketing. Cancellation Go to 76 BATCH ID: CFS RequesU Complaint Go to 217 XXXX to all If customer asks what company you are from: Do Not Solicit Go to 102 records that I'm from AEGON. We work with MLC Limited, providing direct marketing for NAB Essentials. Call Transfer Go to 223 come through Prank Go to 220 Queue: XXXXX If customer asks who MLC Limited is: Test Call Go to 221

MLC Limited is part of the Nippon Life Insurance Group and not a part of the NAB Group of CFS call back Go to 218 Companies . . They provide insurance products and services. MLC Limited uses the MLC brand System Down - Request to call Go to 178 under licence. back

Language Barrier Go to 36 Wrong Number Go to 236 FP/third Party Enquiry Go to 237 CLI return Calls Go to 235 FPRU transfer Go to 296



MLC.110.001.0156

11 Customer Before I can continue, could you please confirm your address for me? Details Continue Go to 17

Address Line 1 No sale - EL Go to 35 Address Line 2 Callback Go to 39 Suburb Hangup Go to 46 State Postcode

Could you also please confirm your best contact numbers?

12 NAB staff call Hi, my name's <Agent Name>. I'm calling on behalf of MLC Limited from AEGON in Sydney. Continue Go to 3 back - Essential Could I please speak with <Customer Name>? Life

I'm call ing you today as you requested a call back about NAB Essential Life cover with the 10% staff discount.

13 Answer DUTY OF I just need to remind you of your Duty of Disclosure. As mentioned previously which also applies - Continue Go to 47 DISCLOSURE

here, is that ok? Duty of Disclosure Await affirmative response - Yes

The features and benefits we have discussed are all subject to the terms and conditions detailed No

in the Product Disclosure Statement.



MLC.110.001.0157

15 Credit Card Thanks. Now, your payments will be automatically debited by MLC Limited from your credit card Card Type - Visa/Mastercard Go to 23 Monthly account each month on the (date in ingenium). Is that okay? Card number

Card Expiry

Credit Card Card name

Name on credit card (free text field] If originated from Q106 and Card Type [drop down - Visa, MasterCard]

Card No. (16 digit numerical field, validation to ensure correct number against card type] selected change billing details Go to 174

Expiry MM/YY [drop down for month, values 1 - 12, drop down for year, values 2010 - 2020) If originated from Q83,84,88,85,86,87,88,89, and selected retention change billing Go to 208 details

If originated from Q1 06 and Go to 119 selected reinstate policy

16 Transaction Thanks. Now, your payment will be automatically debited by MLC Limited from your Transaction BSB Go to 23 Monthly account each month on the (date in ingenium). Is that okay? Account name

CANNOT be a superannuation account! Account number

If customer has chosen a business account: May I ask, are you the sole own and director of this account? If originated from Q106 change Go to 174 If yes, you can continue billing details If not. Sorry I cannot put down this account; can you please provide an account in your name? If originated from Go to 208

Q83,84,88,85,86,87,88,89, and Direct Debit selected retention change billing BSB no: [6 digit numerical field] details Name on Account: Account No: [numerical field) If originated from Q1 06 and Go to 119

selected reinstate policy



MLC.110.001.0158

17 Sales Thanks, <Cust name>. We can complete this for you now on the phone. As part of your phone - Continue Go to 13 confirmation application, I need to get some details and ask you some health related questions. You don't

need to sign anything. If you would please give a clear yes or no to these questions, that'd be - Hang-up Go to 46 great.

<Customer Name>, can you please confirm you are applying for NAB Essential Life and if accepted, you will be purchasing the policy, Is that correct? Get a clear YES or NO from the customer

18 Verbal FSG Only read if customer has NOT received PDS and FSG • Close EL Go to 30 What I'm about to tell you is detailed in the Financial Services Guide you'll receive shortly. I'm • Close AD Go to 31 from Aegon Insights Australia, who acts on behalf of MLC Limited. • Close C l Go to 30

• Close El Go to 31 We're providing these services to you under an agreement with MLC Limited, where we're able to arrange life risk products and handle claims. • u/w upgrade (system Go to 21 Aegon receives up to 39.3% of the premium. Please note - this isn't an additional cost to you, as accepted) it's already incorporated into the premium. <Agency Name> staff may also receive monetary and non-monetary benefits. • u/w upgrade (pending) Go to 21



MLC.110.001.0159

21 Provisional For um upgrades more than 12 months and for EL I Cl upgrades where answered YES to Outcome- Provisional upgrade Upgrade Health declaration (02771278/298)

Your application for an increase has been submitted. NOTE- If 'Mail to be actioned' If accepted, you'll be covered for the increased amount and will receive all of the policy selected in 0 1 then outcome = documentation in the next 5 to 7 business days. In the case that your application to increase your 'Provisional app Upgrade' level of cover is declined based on the information you've provided, we'll send you a letter confirming that. If 'Online callback' selected in 0 1

then outcome = 'Provisional Is there anything else that I can help you out with, <customer name>? Online Upgrade'. Okay. Thanks for your call today. My name's <username>, I hope you have a great <day/night>.

For um upgrades Less than 12 months and no to health declaration and non-underwritten products : Your request has been processed; and you'll receive an updated policy schedule in the mail in the next few days. Is there anything else that I can help you out with, <customer name>? Okay. Thanks for your call today. My name's <username>, I hope you have a great <day/night>.

Non underwritten - Process on lngenium

Underwritten - DO NOT Process on lngenium (it will need to go through ON UW first)



MLC.110.001.0160

23 Payment -debit Nominated Account Holder day For fortnightly Premiums: - Yes

Please remember that the first fortnightly premium of$$$ will be taken out of your nominated account by MLC - No Go to 29 Limited on the <insert first draw date>. Go to 28

You just need to ensure that you have funds in your nominated account to cover these fortnightly premiums, Debit day

so that your cover remains in place with no disruption. - list 01 to 28

Can you please confirm that you're the account holder of this nominated account? (Y/N) The 12referred bill ing date ru le muat change from be + 7

For monthly premiums daJ'.S if nothing is selected. Can you please confirm that you're the account holder of this nominated account? (Y/N) • If nothing is selected as

Is there a preferred date you would like to have your premium debited from your nominated account? 12referred billing date, then T3 should 12012ulate todaJ'.'s

If fortnightly leave debit date drop down box blank. date + 7 daJ'.S. • If nothing is selected as

If YES :Can you please provide me your preferred date? 12referred bill ing date and (capture this in the free text box format dd/mm/yyyy) todaJ'.'s date is 23,24 or 25

Please remember that the monthly premium for this policy will be taken out of your nominated account by then T3 should 12012u1ate '01'

MLC Limited every <insert draw date> of the month. Should you need to change or update anything, please feel free to contact us.

You just need to ensure that you have funds in your nominated account to cover these monthly premiums, so that your cover remains in place with no disruption.

IFNO : Please remember that the monthly premium for this policy will be taken out of this account every <insert draw date> of the month. Should you need to change or update anything, please feel free to contact us.

You just need to ensure that you have funds in your nominated account to cover these monthly premiums, so your cover remains in place with no disruption.



MLC.110.001.0161

24 Not eligible Unfortunately we're unable to offer you NAB Essential Life insurance at this time as you have Accidental Death Quote Go to premium table 147 indicated you have an existing health condition, which does not meet our application criteria . then 25

No cover However, I can arrange NAB Accidental Death for you right now. Acceptance is guaranteed, and Hang-up Go to 26 you don't need to answer any health related questions at all. EL declined app- AD Go to 46

Uncontactable' Go to 240 With NAB Accidental Death, the premium doesn't increase with your age. You can also change the level of cover to suit your needs.

If the customer wants more information based on decline: Your application could have been declined for a number of reasons including a recent diagnosis or medical condition. If your health changes over the coming months, you can re-apply and we'll re-assess then.

If customer wants more information on their decline and wants a copy of what we relied on to make the decision: I can organise to have this investigated for you. When will be the best time to give you a call back? Schedule call with customer and ra ise with Team Manager.

25 Accidental If your claim is accepted, it provides a lump sum of up to $1 Million if you die from an accident. - Yes Go to 77 Death Quote NAB Essential Accidental death cover also includes the advanced payment of $10,000 on death. - Hang-up Go to 46

- No Go to 26 PLUS, you and your immediate family wi ll get access to the 'Best Doctors' service. - Re do app Go to 190

- No sale_AD loss Go to 167 Let me provide you with a quick quote.

26 No Cover Would you like to speak to a NAB Financial Planner? They'll be able to let you know what cover is - MLC Declined - FP referral Go to 44 available to you, to make sure you're prepared for the unexpected. - MLC Declined - AD offered Go to 45

but not taken up

27 Welcome Kit FOR ESSENTIAL LIFE+ CRITICAL ILLNESS : Answer Great! <Customer Name>, your application is now complete. As the cover is subject to the - Continue Go to 28 Underwriting answers provided, we'll notify you of the application outcomes in a separate mail - No sale - EL Go to 35 regarding each insurance. If accepted, you will have purchased NAB< Essential life I Essential - No sale - AD Go to 26 life and Essential Critical Illness > and will be covered under the policies. The policy - No sale - Cl Go to 284 commencement date will be in your policy documents - No sale - El Go to 285





All of the policy documents will be sent to you in the next 5 to 7 business days.You have a cooling off period of 30 days to review the documentation, and ensure you’re happywith your cover. More information on this can be found in the Policy Document, along withinformation on exclusions, limitations and the benefit of this cover.

If you’d like me to read the Product Disclosure Statement now, I can do that for you. It does takeapproximately another 45 minutes. The details outlined in the Product Disclosure Statement areincluded in your policy documents.

FOR ESSENTIAL LIFE // CRITICAL ILLNESS:Great! <Customer Name>, your application is now complete. If accepted, you will havepurchased NAB <Essential Life/ Essential Critical Illness> and will be covered under the policy.The policy commencement date will be in your policy documents.

All of the policy documents will be sent to you in the next 5 to 7 business days. You have acooling off period of 30 days to review the documentation and ensure you’re happy with yourcover. More information on this can be found in the Policy Document along with information onexclusions, limitations and the benefit of this cover.

If you’d like me to read the Product Disclosure Statement now, I can do that for you. It takesapproximately another 45 minutes. The details outlined in the Product Disclosure Statement areincluded in your policy documents.

FOR ACCIDENTAL DEATH BENEFIT / ESSENTIAL INJURY :Thanks, <Cust name>. For quality assurance purposes, your purchase will be subject to finalchecks. Once successfully completed, you’ll receive your policy documentation for NAB <Essential Accidental death / Essential Injury> in the next 5 to 7 business days.

You have a cooling off period of 30 days to review the documentation, and ensure you’re happywith your cover. More information on this can be found in the Policy Document, along withinformation on exclusions.

If you’d like me to read the Product Disclosure Statement now, I can do that for you. It takesapproximately 45 minutes. The details outlined in the Product Disclosure Statement are includedin your policy documents.

Send Policy Documents by- Mail

MLC.110.001.0162

MLC.110.001.0163

28 Payment Answer The next step in this process is to confirm your payment details. - Continue Go to 29

- No sale - EL Go to 35 Your premium of <premium amount> is payable <Fortnightly or Monthly>. I can arrange for the - No sale - AD Go to 26 payment to come out of your chosen Credit Card or Transaction account. - No sale - C l Go to 284

- No sale - El Go to 285 Which account would you like to have this billed to? - Return to Premiums

Go to 149 If Credit Card account, make sure the customer has the details on them before selecting next as Life Go to 147 the recording cuts out. Accident Go to 151 REMEMBER you cannot go back once on the CC page, you must go forward to restart the Essential Injury Go to 152 recording then go back from that page if you need to change to transaction account. Critical illness

Account - New Credit Card Go to 15 - New Direct Debit Go to 16



MLC.110.001.0164

29 Legal Statement l'M ABOUT TO READ YOU A STATEMENT, PLEASE LISTEN CAREFULLY AND CONFIRM If Does not recall receiving Go to 18 THE DETAILS ARE CORRECT. PLEASE SAY YES OR NO AFTER THE STATEMENT. selected at Q3

YOUR NAME IS <TITLE> <FIRST NAME> <LAST NAME>. Life Go to 30 YOUR DATE OF BIRTH IS <DOB>. Accident Go to 31

Essential Injury Go to 279 FOR ESSENTIAL LI FE : Critical Illness Go to 280 YOU'RE A <GENDER> <smoker/non smoker>. EL +Cl Go to 286 YOU WISH TO PURCHASE NAB ESSENTIAL LIFE FOR A SUM INSURED OF <insert amount>. IF ACCEPTED, YOUR PREMIUM OF <MONTHLY/FORTNIGHTLY _PREMIUM>, WILL BE DEDUCTED BY MLC LIMITED every <month/fortn ight> FROM YOUR <ace typ>, ending in the • u/w upgrade (system Go to 21 number <account number> under the account name of <account name>. : accepted) As per the direct debit service agreement included in your policy document.

• u/w upgrade (pending) Go to 35 FOR ESSENTIAL LI FE+ CRITICAL ILLNESS: YOU'RE A <GENDER><smoker/non smoker>. - No sale - EL YOU WISH TO PURCHASE NAB < ESSENTIAL LIFE> FOR A SUM INSURED OF <EL_ COVER - No sale - AD Go to 26 > and NAB ESSENTIAL CRITICAL ILLNESS FOR A SUM INUSRED OF<Cl_COVER LEVEL>. IF - No sale - C l Go to 284 ACCEPTED, NAB ESSENTIAL LIFE WOULD COST YOU <EL_PREMIUM>PER - No sale - El Go to 285 <MONTH/FORNIGHT> AND NAB CRITICAL ILLNESS WOULD COST YOU <Cl_PREMIUM> Refused Duty of Disclosure Go to 41 PER <MONTH/FORNIGHT>. THIS WILL BE DEDUCTED BY MLC LIMITED FROM YOUR Refused Privacy statement Go to 42 <acctyp>, ending in the number <account number> under the account name of <account name>. As per the direct debit service agreement included in your policy document.

If customer wants to know the total The total 12remium for these two 12olicies is <total 12remium> each <month/fortn ight>.



Legal Statement FOR ESSENTIAL ACCIDENTAL DEATH: continued YOU'RE A <GEN DER> <smoker/non-smoker>.

AEGON MLC Inbound

YOU WISH TO PURCHASE NAB ESSENTIAL ACCIDENTAL DEATH FOR A SUM INSURED OF <insert amount>. YOUR PREMIUM OF <MONTHLY/FORTNIGHTLY _PREMIUM> every <MONTH/FORNIGHT>, WILL BE DEDUCTED BY MLC LIMITED FROM YOUR <acctyp>, ending in the number <account number> under the account name of <account name>. As per the direct debit service agreement included in your policy document.

FOR ESSENTIAL INJURY: YOU WISH TO PURCHASE NAB ESSENTIAL INJURY. YOUR PREMIUM OF <FORTNIGHTLY I MONTHLY _PREMIUM> WILL BE DEDUCTED BY MLC LIMITED every <MONTH/FORNIGHT>, FROM YOUR <acctyp>, ending in the number <account number> under the account name of <account name>.

As per the direct debit service agreement included in your policy document.

THIS POLICY WILL COVER <YOU OR YOURSELF AND YOUR PARTNER> AND YOU ARE THE POLICY OWNER.

Is this correct?

NEED TO GET A CLEAR YES I NO

<Essential Life Only> YOUR MONTHLY PREMIUMS WILL BE RECALCULATED EACH YEAR BASED ON YOUR AGE, SMOKER STATUS AND SUM INSURED AMOUNT.

PLEASE NOTE THAT MLC LIMITED take your privacy very seriously. Please read the privacy policy at mlc.com .au. MLC Limited's Privacy notification is included in the Product Disclosure Statement.



MLC.110.001.0165

MLC.110.001.0166

30 Generic Close Thanks, <first_ name> . If you have any questions regarding the policy, give us a call back on 1300 OUTCOME: Provisional Sale Essential Life I 411 535 between 8:00 am to 7:00 pm Monday to Friday Australian Eastern Standard Time.

If 'Mail to be actioned' selected in 0 1

Okay. Thanks for talking to me today. My name's <username>, I hope you have a great then outcome = 'Provisional app Sale'

<day/night>. If 'Online callback' selected in 01 then outcome = 'Provisional Online Sale'.

31 Generic Close Thanks, <first name>. If you have any questions regarding the policy, give our customer service OUTCOME: Provisional Sale_AD Accidental team a call on 1300 411 535 between 8:00 am to 7:00 pm Monday to Friday Australian Eastern Death Standard Time. If 'Mail to be actioned' selected in

0 1 then outcome = 'Provisional Okay. Thanks for talking to me today. My name's <username>, I hope you have a great app Sale_AD' <day/night>.

If 'Online callback' selected in 0 1 then outcome = 'Provisional Online Sale AD'.

Do not solicit Okay, <customer name>. I've made a note of your request here, and will ensure your details are OUTCOME: Do not Solicit 32 put on to the appropriate "Do Not Call" List. We're sorry for inconveniencing you like this.

Extract Required I won't take up any more of your time. My name's <username>, and I hope you have a great <day/night>.



MLC.110.001.0167

35 No sale - EL Okay. Thanks for talking to me today. My name's <username>, I hope you have a great Cust declined - Opt out <day/night>. Cust declined - Recording refusal OUTCOME No Sale - EL

Cust declined - Refused duty of disclosure Cust declined - Existing cover Cust declined - Existing cover Cust declined - Have enough assets Cust declined - Too young Cust declined - No family Cust declined - Want to think about it Cust declined - Price Cust declined - Object to underwriting Cust declined - Reason not stated Cust declined - Want to think about it Cust declined - Does not need Cust declined - Product not suitable, do not want to be referred Cust declined - Do not buy over the phone Cust declined - Did not receive pack These can be drop down on teleworker Financial Advisor- YES/NO

36 Language Thanks for your time. Barrier Goodbye.



MLC.110.001.0168

37 Recording Unfortunately, <sal> <last>, that means I won't be able to continue with this call. OUTCOME: Recording Refused Refused

However, if you ever have any questions regarding NAB Essentials, or if you decide you want to apply later, you can get insurance online via nab.com .au Thanks for talking to me today. I hope you have a great <day/night>.

39 Callback

40 Ineligible - Unfortunately, NAB Essential <Product> is only available to permanent Australian Residents aged individual between 18 and 64 years. Because you've advised that you're <not in that age bracket> or <not

an Australian Resident>, you're not eligible for this cover.

I'm sorry we're not able to provide you cover today. Thanks for your time. I hope you have a great <day/night>.

41 Refused Duty of Unfortunately, this means I won't be able to continue this call. I appreciate you taking the time to Disclosure talk to me. Have a great <day/night>.

42 Refused Privacy Unfortunately, because you haven't agreed to the collection of information, I won't be able to Statement process the policy application. This means I'm not able to continue this call .

I annreciate vou takina the time to talk to me. Have a areat <dav/niaht>. 44 MLC Declined - Thanks. I'll transfer you through to the NAB Financial Planning Referral team, and they' ll be able

FP referral to connect you to your closest NAB Financial Planner.

If After Business Hours: Thanks. They're closed at the moment, but I'll pass your contact details on to the NAB Financial Plannina Referral team They'll be able to return vour call in the next two business davs.

45 MLC Declined Okay. Thanks talking to me today, <title> <last name>. If you want to take up NAB Essential - AD offered but Accidental Death insurance, give us a call on 131936. not taken up

I hope you have a great <day/night>.

46 Hang-up Attempt to call the customer back. If they do not answer. Schedule a callback and reminder in email calendar.



MLC.110.001.0169

47 Height and Height (cm) Go to 48 Weight What's your height? (centimetre or feet inches) Height (feeUinches)

What's your weight? (kilograms or stone/pounds) Weight (kg) [NOTE: BMI is calculated Weight (st) and failed/not after

Great, thanks for that. BMI Calculation for Essential Life: underwriter questions -

- Up to 35.00 = Offer Full BMI Stored in 098] Death

- Greater than 35.00 = Offer Accidental Death

48 UW3- Major Have you ever been diagnosed with any Heart Disorder (including Heart Attack), Cancer, - Heart Disorder disease Stroke, or Diabetes (except gestational diabetes)? - Heart Attack

- Cancer (Breast) Accept - Cancer (Prostate) - Cancer (Melanoma) Decline - Cancer (Other) - Stroke Go to 49 - Diabetes (Type 1) - Diabetes (Type 2) - Diabetes (Impaired Fasting Glucose- IFG) - Other (capture condition in free text box) -No (do not select anything)

49 UW4 Are you waiting results of any medical tests, investigations or treatment? No Go to 51 *excluding: - Strains, Sprains, fractures, joint pain (including replacements) Yes After last UW question

057 it will go to 058 If YES - capture the expected date of the results.



MLC.110.001.0170

51 UW5 In the last three years, have you had an investigation, test or consultation with a medical No Go to 57 practitioner*? Yes Go to 52 *excluding: - General check ups - colds, flu or minor headaches - breaks, fractures, strains , sprains or cuts - muscular back or neck pain - normal pap smears and mammogram checks - short sightedness or dental visits - prescription (new or renewed) for hair loss, hay fever, contraception or general multi vitamins - cosmetic surgery - joint replacements -normal pregnancy checks and tests

52 *** Must get a clear YES/NO for each question ••• - No Accept Go to 57 UW5 - drill Did the investigation, test or consultation with a medical practitioner result in any of the following? down question 1. Diagnosis of a medical condition in the last 12 months that requires assessment or Diagnosis of a medical condition decline & go to 53

review by a medical specialist? AWAIT REPLY in the last 12 months that requires assessment or review by a

2. Ongoing medical condition that requires ongoing assessment or review by a medical medical specialist specialist? AWAIT REPLY Ongoing medical condition that Decline & Go to 54

requires ongoing assessment or 3. Hospitalisation for more than 3 consecutive days within the last 12 months? AWAIT review by a medical seecialist

REPLY Hospitalisation for more than 3 Decline & Go to 55 consecutive days within the last

4. More than 10 consecutive days off work (other than annual, parental or long service 12 months? leave)? AWAIT REPLY More than 10 consecutive days off Decline & Go to 56

work (other than annual, parental If customer asked what medical specialist is or long service leave)? Medical specialist means a qualified Doctor who is an appropriate specialist in a relevant medical field.



MLC.110.001.0171

53 Question 1 in Diagnosis of a medical condition in the last 12 months that requires assessment or review by a - Kidney Disorder Q52 medical specialist - Liver Disorder Go to 57

- Diabetes May I ask what condition this was for? - Malignant Mole/ Growth

- Skin Condition - Burns - Heart Disease -Heart Murmurs/ Palpitations - Blood Disorder/ Disease - Mental Illness - Neurological - Multiple Sclerosis- MS - Other

54 Question 2 in Ongoing medical condition that requires ongoing assessment or review by a medical specialist - Kidney Disorder Q52 - Liver Disorder

May I ask what condition this was for? - Diabetes Go to 57 - Malignant Mole/ Growth - Skin Condition - Burns - Heart Disease -Heart Murmurs/ Palpitations - Blood Disorder/ Disease - Mental Illness - Neurological - Multiple Sclerosis- MS - Other



MLC.110.001.0172

55 Question 3 in Hospitalisation for more than 3 consecutive days within the last 12 months? - Drugs Q52 - Alcohol

May I ask what condition this was for? - Accident: Fall Go to 57 - Accident: Car - Accident: Motor - Accident: Bike - Breaks/ Fractures - Self Harm - Cuts - Poisoning - Vomiting - Complications with pregnancy - Severe Asthma - Other

56 More than 10 consecutive days off work (other than annual, parental or long service leave)? - Accident Question 4 in - Severe Virus Go to 57 Q52 May I ask what condition this was for? - Drugs

- Alcohol - Breaks/ Fractures



MLC.110.001.0173

57 UW6 In the next 4 weeks, are you contemplating seeking medical advice for a condition you Yes I declined offer AD Go to 024 have not told us about? *excluding: No sale_EL loss Go to 166 - General check ups - colds, flu or minor headaches No (Cust is eligible for Cl) Go to 158 - breaks, fractures, strains, sprains or cuts - muscular back or neck pain No (Cust is not eligible for Cl) Go to 27 - normal pap smears and mammogram checks - Smokes >25 cigarettes a day. - short sightedness or dental visits - Over the age of 54 - prescription (new or renewed) for hair loss, hay fever, contraception or general multi vitamin - cosmetic surgery For Cl upgrade Go to 162 - joint replacements -normal pregnancy checks and tests For EL uegrades outside 12 Go to 21

months and for EL uegrades where answered YES to Health declaration (9277/278/298)

58 CB date If the CB date outside 4 weeks Go to 59 calculation CB date = date captured on 049 + 10 days If the CB date within 4 weeks Go to 60 queue

Press continue 59 CB over 4 Thanks, <cust name>. As you're awaiting test results, I'm not able to complete your NAB Outcome #71

weeks for UW Essential Life application for you today. Outcome= Unable to offer EL 049 for now

However, I encourage you to give us a call back when you've received your results on 1300 411 535, between 8:00 am to 7:00 pm Monday to Friday Australian Eastern Standard Time. We'll then be able to help you out with completing your application.

Thanks for talking to me today. I hope you have a great <day/night>.



MLC.110.001.0174

60 CB under 4 Thanks, <cust name>. As you're awaiting test results, I'm not able to complete your NAB Outcome= weeks for UW Essential Life application for you today. Provisional_Awaiting pending Outcome# 93 049 results

However, I can call you back after the <CB date>, when you've received your results. Then, we'll be able to complete your application together. (Record to QA campaign first

and once released then into Thanks for talking to me today. I hope you have a great <day/night>. pending call-back campaign)

64 Do not Call Okay, <customer name>. I've made a note of your request here, and we'll make sure your details are put on to the "Do Not Call" List It takes between 24 and 48 hours to process, so if you receive a call between then and now, you can disregard it and let them know you've been placed on the Do Not Call list We're sorry for inconveniencing you like this, and I won't take up any more of your time. I hope you have a great <day/night>.

65 Do not Mail Okay, <customer name>. I've made a note of your request here, and we'll make sure your details are put on to the "Do Not Mail" List. We're sorry for inconveniencing you like this, and I won't take up any more of your time. My name's <username>, and I hope you have a great <day/night>.



MLC.110.001.0175

73 Last bill ing date Need to capture: Referral to advisor Goto 74 - lngenium Last billing date on lngenium DDMMYYYY Mail Cancellation Goto224

Fax Cancellation Goto225

Is this billing date with the last 7 days? Check calendar. Select yes if with in last 7 business days Email Cancellation Goto226 Cancellation - has insurance Goto201

and no if it is not Cancellation - BP request Goto202 Cancellation - can't afford Goto203

Capture comments in the free text field. Cancellation - closed account Goto204 Cancellation - dissatisfied customer Goto205 Cancellation - wrong type of benefits Goto206 Cancelled value for money/new Goto207 product due to price Cancellation- Reason Not Stated Goto215 Cancellation - No longer wants Goto212 Insurance Cancellation - Refer to Financial Goto213 Advisor Goto BO Cancellation - Branch Cancellation - Financial Hardship Goto245

74 Referral to Would you like me to transfer you through to the NAB Financial P lanning Referral team? Advisor Referral to Advisor EMAIL Go to 75

[if not between 8am to 8pm A ESTJ Great. They're closed at the moment, but I'll pass your contact details on to them. They'll be able Referred to Advisor via Phone to return your call in the next two business days. Go to 79

[ If between 8am to 8pm A EST] Great. I'll transfer you through to the NAB Financial P lanning Referral team right now. Do you mind if I place you on hold while I do this?



MLC.110.001.0176

75 Referral to Great. I just need to confirm a few details to send over to the NAB Financial Planning Referral Referred to Advisor via Email Advisor EMAIL team.

[NOTE DAILY REPORT Can I please confirm: GENERATED AND EMAILED TO First name: SPECIFIED EMAIL ADDRESS Last name: Address: Phone Number:

Someone from the NAB Financial Planning Referral team wi ll contact you soon. Thanks for talking to me today, <cu st name> . I hope you have a great <day/night>.



MLC.110.001.0177

76 Cancellation Could you please provide for me your:

• First Name Referral to advisor Goto 73

• Surname Fax/Mail/Email cancellation request Goto200 Cancellation - has insurance Goto83

• Date of Birth Cancellation - BP request Goto 73 • Address Cancellation - can't afford Goto88 • Best contact number Cancellation - closed account Goto85

Do you have an email address? Cancellation - dissatisfied customer Goto86 Cancellation - wrong type of benefits Goto87

Before I process your cancellation, may I ask why you're looking at cancelling your policy? Cancelled value for money/new Goto88 product due to price Cancellation- Reason Not Stated Goto84 Cancellation - No longer wants Goto89

Search for customer details via policy number I DOB I Surname in lngenium. Insurance Cancellation - Refer to Financial Goto 73

Review with the customer their policy: Advisor - Type of product held Cancellation - Branch Goto 73 - Who is covered under the policy - Benefits - Level of cover - how long they have had the policy - the monthly/fortnightly premium

If Financial Hardship select 'cancellation can 't afford or 'cancellation value for money'.

'Select Channel -9301 - Outbound 8701 - Inbound 9401 - Online 9701 - Branch/NAB Wealth



MLC.110.001.0178

77 Confirm Quote So, to confirm, for <Chosen Benefit Amount> of cover it would only cost <monthly premium> per Continue Go to 78 - AD month. That's just <weekly premium> per week. Continue - If declined by UW and Go to 11 and then to 78

Bear in mind that, with AD, your premium would not increase with your age. put back in Q to offer AD Callback Go to 39

Keep in mind there are some situations where a benefit won't be paid for death . For example, if it No sale_AD loss Go to 167

arises directly or indirectly from:

• involvement in criminal activity

• suicide, attempted suicide or an intentional self-inflicted injury or illness

The full list of exclusions, are detailed in the Product Disclosure statement

78 Confirm Can you please confirm that you agree to purchase NAB Essential ACCIDENTAL DEATH cover Continue Go to 27 Purchase - AD today? Callback Go to 39

No sale AD loss Go to 167 Await affirmative response

79 Referred to [warm transfer of customer] Advisor via Phone

80 Cancellation - Cancellation - Branch Outcome- Cancellation - Branch Branch [warm transfer of customer]



MLC.110.001.0179

81 Decrease sum What level of cover would you like to be insured for at th is stage? Product

insured - Life Go to Premium Table 149 Before I decrease the sum insured, I do need to verify that I have the correct details here. - Accident Go to Premium table 147

- Essential Injury Go to Premium Table 151 Confirm DOB - Critical Illness Go to Premium table 152

- 10% Essential Life Go to Premium Table 149 Smoker Status: Have you smoked tobacco or any other substance in the last 12 months? - 10% Essential Injury Go to Premium table 151

- 10% Essential Accident Go to Premium table 147 Match the smoking status provided by the customer to the one in lngenium.

If NO changes: Go ahead and provide a quote. Policy number

If customer confirms a different smoking status Smoker Status - y

Smoker to Non Smoker. <sal> <last> Our records show that you were a smoker at the time of - N

your application. Have you quit smoking for more than 12 months now? DOB - remove age validation as not

If Yes: I will sti ll need to quote you on a smoker's premium. In order to change you smoking status required for downgrades If DOB

to non-smoker we require a Statutory Declaration form (available at Newsagencies and Post EL Over 64 ok to continue

Offices) which needs to be filled out specifying when you have stopped smoking, or that they Cl over 54 ok to continue

have stopped smoking for over 12 months. This must be certified and returned to us. AD over 64 okay to continue El over 64 ok to con inue

If No: You have to be a non-smoker for at least 12 months to be able to qualify for the non- Existing sum insured (max 7 numbers) smoker premiums. Unfortunately, I wouldn't be able to make any changes at this time in regards to your smoking status. However you can contact us after that 12 month period, and we can Existing Billing frequency

reassess the premiums accordingly. I'll quickly provide you a quote for <desired level of cover> - Monthly - Fortnigh ly now.

Non Smoker to Smoker. select Smoker in the drop down box below.



MLC.110.001.0180

82 Decrease sum Insured close THANKS, <first name>. THE SUM YOU'RE INSURED FOR HAS NOW BEEN CHANGED to Provisional Downgrade

<NEW SUM INSURED>, which would cost you <NEW PREMIUM AMOUNT> per <MONTH/FORTNIGHT>.

NOTE- If 'Mail to be actioned' AN UPDATED POLICY SCHEDULE WILL BE SENT TO YOU WITHIN 7 DAYS. selected in 0 1 then outcome =

'Provisional app Downgrade' If you don't receive this information by then, please let us know by calling us on 1300 411 535 between Sam and 7pm, Monday to Friday Austra lian Eastern Standard Time so we can get that If 'Online callback' selected in 0 1 sorted for you. then outcome = 'Provisional

Online Downgrade'. Thanks for talking to me today, <cust name>. I hope you have a great <day/night>.

IBOB extract inbound downgrade Process on lngenium



MLC.110.001.0181

83 It's great news that you already have insurance. This policy has been designed to pay in Cancellation has insurance Go to 73 Cancellation - addition and may compliment any other insurance you already have providing yourself has insurance or your loved ones with extra benefits. You also have the additional benefit of Best Provisional Retention_DG Go to 297

Doctors with your Essentials policy.

If the customer wants to cancel their insurance and replace it w ith another, you must Provisional Retention_RB Go to 209

explain the risks: Provisional Retention_RD Go to 210 If you're thinking about replacing your existing insurance you should first wait until your Provisional Retention_CB Go to 173 new application is accepted. You may also want to consider whether your new insurance will provide the same benefits as under your existing insurance. If you cancel Provisional Retention_CBF Go to 234 your existing policy before your new insurance is in place there's a risk you may not be Retention - Xsell new product Go to 91 insured.

You can use supplemental insurance rebuttal in combination with this response if appropriate.

If customer mentions that they are paying more for something they already have within their super: Offer downgrade. I understand that cost is important when you have multiple insurance policies that may provide similar benefits, you do have the option to reduce your level of cover at anytime to suit your needs, for example <quote>. You can keep your <MLC/NAB> policy there as extra protection, a back-up for yourself.

(If Required) RESTATE BENEFITS



MLC.1 10.001.0182

84 Cancellation - Choose most appropriate rebuttal for call flow , at least make one attempt before call Cancellation - Reason not stated Goto 73 Reason not stated close. Provisional Retention DG Goto '297 I just not Provisional Retention RB Goto209 interested Provisional Retention - RD Goto210

Case 1: If customer is on high level of cover, offer to dow ngrade to a low er level of Provisional Retention - CB Goto 173 cover Provisional Retention - CBF Goto234

Retention - Xsell new- product Goto 91

Case 2 : If customer can't see benefit in coverage, re instate other benefits, w orldw ide cover, doubles overseas, advance death benefit etc. and place emphasis on key w ords.



MLC.1 10.001.0183

85 Cancellation - That is understandable, what I can do today is actually update your billing details over Cancellation - closed account Goto 73 closed account the phone so that you can remain protected. You can also have the premiums debited Provisional Retention DG Goto '297

Provisional Retention - RB Goto209 from any account of your choice this does not have to be with NAB. Provisional Retention - RD Goto210

Provisional Retention - CB Goto 173 Do you have the details of another account or credit card handy so I can get that set-up Provisional Retention - CBF Goto234

for you now? Retention - Xsell new-product Goto 91

(if yes, capture account details in lngenium)

(If Required) RESTATE BENEFITS



MLC.110.001.0184

86 Cancellation - I'm sorry for your experience, <Customer Name>. I hope I can help resolve that for you Cancellation - dissatisfied dissatisfied today. customer/ unhappy with customer Go to 73 customer service

Attempt to resolve at first point, raise CFS if needed. Provisional Retention_DG Go to 297 Provisional Retention_RB Go to 209 Provisional Retention_RD Go to 210 Provisional Retention_CB Go to 173 Provisional Retention_CBF Go to 234 Retention - Xsell new product Go to 91

87 Cancellation - Okay, <Customer Name>, let's have a look at your coverage. I can see here that you Cancellation - wrong type of Go to 73 wrong type of have <NAB Essential Life/Accidental Death/NAB Critical Illness I NAB Essential Life> > benefits/ new product due to benefits/ new and have been covered for <weeks/Months/years>. features product due to features Provisional Retention_DG Go to 297

Possible cross sell retention. Provisional Retention_RB Go to 209 Provisional Retention_RD Go to 210

Go through the different policies available w ith the customer - high level overview Provisional Retention_CB Go to 173 Provisional Retention_CBF Go to 234 Retention - Xsell new product Go to 91



MLC.110.001.0185

88 Cancellation If customer can't afford due to financial hardship select retention financial hardship for Cancellation value for money Go to 73 value for money options. Cancellation Can't afford Go to 73

Cancellation Financial Hardship Go to 73 cancellation I understand that cost may be important, you do have the option to reduce the level of cant afford Provisional Retention_DG Go to 297

cover at any time to suit your financial needs, for example <quote> so you can remain Provisional Retention_RB Go to 209 protected. Provisional Retention_RD Go to 210

Provisional Retention_CB Go to 173 If customer is on minimal level of cover already. Cancellation - cant afford Go to 203

Provisional Retention_CBF Go to 234 If Customer is currently paying Monthly: Retention - Xsell new product Go to 91

I can see that you are currently paying a monthly premium, this can be changed to a Retention - Financial Hardship Go to 90

fortn ightly premium if that helps split the payment for your cover. Therefore the prem ium

is not debited as a lump sum from your account each month.

If Customer is currently paying Fortnightly: I can see that you are paying a fortnightly premium and that the premiums may debit

you at inconvenient times though if you were to change this to a monthly premium you can nominate a specific date that your premium is debited each month , therefore you

can plan for when the premium is debited from your account each month.

I can do this for you now. (agent to action the request accordingly)



MLC.110.001.0186

89 Cancellation - No Okay, <Customer Name>, let's have a look at your coverage. I can see here that you Cancellation - No longer wants Go to 73 longer wants have <NAB Essential Life/Accidental Death/NAB Critical Illness I NAB Essential Life> > Insurance Insurance

and have been covered for <weeks/Months/years>. Provisional Retention_DG Go to 297 Provisional Retention_RB Go to 209 Provisional Retention_RD Go to 210

Possible cross sell retention. Provisional Retention_CB Go to 173 Provisional Retention_CBF Go to 234 Retention - Xsell new product Go to 91

Go through the different policies available w ith the customer - high level overview



MLC.110.001.0187

90 Financial If the customer is experiencing financia l hardship, provide the customer with the relevant hardship - Downgrade (induding Goto81 hardship options. This may be a combination of options or even all options; however at least two options Removal of benefits)

must be provided to allow the customer to choose which suits their circumstances and to provide Discount If originated from Q106 go to alternate solutions. -

Q195

Sorry to hear about your situation/ I can't imagine what you're going through. If originated from Q76 go to Q242

<Customer Name> there are options available to you, which may help to ease the financial - Premium Waiver Go to 113 burden and allow you to keep your insurance. These are

- Reducing your level of cover - Other Goto 114

- Remove or change benefits to reduce your premium (only if applicable) Cancellation - Financial Goto 73 Discount on your premium -- hardship - Premium waiver

- Reason for financial hardship I can go through this with you now, do any of these options sound suitable to your situation? • Injury or illness If customer is unsure let them know you can go through each one with them and then they can • Unemployment decide which is most suitable for them. • Reduction of income

Option - Downgrade • Significant life events (such as

You can reduce your level of cover at any time to make it more affordable. Let's have a look at relationship separation, family

your policy. I can see here you are currently covered for <benefit amount> and paying breakdown or death in the family)

<$premium>. I'll go through some of the d ifferent levels with you and the premiums. • Emergency event or natural

Go through with customer and provide quote. disaster • Other - COMMENTS

Another option is ... Option selected by customer Option - Check if you can remove partner coverage

1. Downgrade ~nduding removal of If removing Partner - I can see here you do have your partner covered, if you like you can remove your partner from this coverage and just cover yourself, it would cost you <$> per benefits)

<frequency>. 2. Discount 3. Premium Waiver

Option - Discount 4. Other - COMMENTS You're currently paying <$> per <frequency>, what I can do is offer you a <10%> discount on 5. Cancellation - Financial Hardship your premiums for the life of your policy. This means you would still be covered for the same Agent to capture comments which amount just at the cost of <new premium with discount> instead of <$>. need to be reported in IBOB under

comments

Another option is ...

Option - Premium Waiver

AEGON (Select Premium Waiver in drop down options to g~e~ Waiver scripting) MLC Inbound Version Number: 22G

©Copyright2017(AE <Customer name> are any of these options suitable for you? Wait for response.

GON Group). Highly Confidential of107

MLC.110.001.0188

91 XSell Do you know what you're looking for in a policy? - Continue Go to 3 - Call back Go to 39

Go through the different policies available with the customer - high level overview - No sale - EL Go to 35 - No sale - AD Go to 26 - No sale - Cl Go to 284

(Essential Injury, Critical Illness, Essential Life) - No sale - El Go to 285

95 EL Quote So, <cover level> cover will only cost you <premium amount> a <fortnight/month>, and this can Continue Go to 11 be automatically debited from your bank account or credit card.

No sale - EL Go to 35

(If customer wants a different sum insured - calculate monthly premium if they choose a different Return to premiums Go to 149 then back to 95 amount of cover).

It also covers you to age 75 and your level of cover will increase by a minimum of 3% each year, Quotation call Go to 239

to make sure the lump sum payout keeps in line with inflation

Keep in mind there are some situations where a benefit won't be paid for death or Terminal illness , For example ,if it arises directly or indirectly from;

- involvement in criminal activity - suicide, attempted suicide, or an intentional self-inflicted injury or illness within 13

months from starting, increasing or reinstating your policy

The fu ll list of exclusions, are detailed in the Product Disclosure statement. It's important to read the document carefully, as it outlines the exclusions and limitations of the cover

This cover can be flexible, with premiums paid fortnightly or monthly. I can run you through our quick application process right now. It only takes a few minutes and, if you're accepted, I can complete your purchase for NAB Essential Life and you will be covered under the policy.

96 Height Weight Height Weight data store - do not use data store



MLC.1 10.001.0189

97 Height Weight Height Weight calculation: Click next to continue Go to 48 Calculation

98 BMI Data Store BMI Data Store - do not use

101 Upgrade Capture the age customer was at time of purchase premium table aualifier

102 Do not Solicit Certainly, I can assist you with that today. To enable me to remove your details from the calling Request list, I' ll need to collect some information from you. Do Not solicit Go to 32

Which product are you call ing about? Do not call Go to 64 . Essential Life . Accidental Death Do not mail Go to 65 . Critical Illness . Essential Injury If unknown okay to leave blank Your Full Name? Address? Date of Birth? Mobile?

If customer does not want to provide all details say: <Customer Name>, these details are important for ensuring we remove the right details and customer from our calling list.

Select Channel -9301 - Outbound 8701 - Inbound 9401 - Online 9701 -Branch/NAB Wealth

Hit Switch to enter Contact Details in the Customer Record Screen

103 Policy Holder Certainly, I can help you out with that today. I'll just need to collect a few details from you . Can Confirmation you please confirm that you're the policy holder? - Yes Go to 105

- No Go to 104



MLC.110.001.0190

104 Capture details Does not have authority - Policy Enquiry/Administration Go to 106 of caller Is the policy holder there? I cannot confirm any details with you unless the policy holder is there

and gives verbal authority to speak to you on their behalf. - Claim Go to 106

Has authority - CFS Request Go to 217 I can certainly assist with this today. I'll just need to collect a few details from you. If you can please provide for me your details and the policy holders:

• Full Name

• Date of Birth

• Address

• Best contact number Hit Switch to enter Contact Details in the Customer Record Screen

105 Capture Details - Policy Enquiry/Administration Go to 106 Policy Thank you. If you can please provide for me your: Holder • Full name - Claim Go to 106

• Date of Birth

• Address Go to 217

• Best contact number - CFS Request

Do you have an email address?

Hit Switch to enter Contact Details in the Customer Record Screen

Select Channel -9301 - Outbound 8701 - Inbound 9401 - Online 9701 -Branch/NAB Wealth



MLC.110.001.0191

Call Outcome If you haven't read on the previous page: - Upgrade Go to 109

106 Policy Holder

Before I continue I need to let you know that all calls are recorded for quality, coaching and - Downgrade Go to 81

administration purposes. And any advice is general only and not based on your personal Change of Details (except Go to 183 objectives, financial circumstances and needs. -Name Change)

How can I help you today? Go to 181

- Change Name Go to 180

If you are updating billing details please select 'Change of bill ing details' (last tick box) - Policy Enquiry

Go to 185 - Send lnsert/PDS

Go to 184 - Policy Document request

Go to 74 - Referral to Advisor

Go to 196 - Billing Enquiry

Go to 217 - CFS RequesU Complaint

Go to 192 - Claim form request

Go to 191 - Claim Query

Go to 198 - Beneficiary Enquiry

Go to 199 - Information Release Authority

Go to 214 - Best Doctors Transfer

Go to 175 - Change of bill ing details

Go to 107 - Policy Reinstatement

Go to 90 - Financial Hardship



107

108

Reinstatement Sure I can look into this for you now. Request

Close 53

AEGON MLC Inbound

I'll just check your policy for you to see if you are still with in the reinstatement period.

Capture Policy lapse/cancellation date from lngenium: (Lapse date is 'update date' in 'Policy/Coverage history' in lngenium NOT PTO)

If within 90 days of lapse cancellation date - okay to reinstate If not within 90 days - we are unable to reinstate the policy

No longer wants to upgrade



Action - Non u/w - u/w

Product: - Essential Life - Accidental Death - Critical Illness - Essential injury - Essential Life 10% - Essential Injury 10% - Essential Accidental 10%

Policy number: DOB Capture pol icy lapsed date

If Lapse EUCI policy~ 90 days (DOGH) and if EL - age less than or equal to 75, go to Q115, else go to Q117 Cl - age less than or equal to 65, go to Q115, else go to Q117

If Lapse AD I El policy within 90 days AD - age less than or equal to 75, go to Q147 premium table then 118, else go toQ117

El - age less than or equal to 80, go to Q151 premium table then 118, else go

MLC.1 10.001.0192

Go to 115 then premium table

to Q117 Go to 116

If Lapse all policy~ 90 Days

Outcome - No longer wants to uoarade

109 Increase sum insured (Upgrade)

AEGON MLC Inbound

Sure, I can process your request today.

ONLY FOR ESSENTIAL LI FE: I just need to tell you about your Duty of Disclosure which is in the Product Disclosure Statement. In short, it means that you need to be honest and truthful during this conversation or it may affect your claim, or result in cancellation of the policy. Do you understand your Duty of Disclosure?

Have you smoked tobacco or any other substance in the last 12 months?

Match the smoking status provided by the customer to the one in lngenium.

If NO changes to smoking status: Go ahead and provide a quote.

If Customer confirms a different smoking status :

Smoker to Non Smoker. Our records show that you were a smoker at the time of your application. Have you quit smoking for more than 12 months now?

If Yes: I will sti ll need to quote you on a smoker's premium. In order to change you smoking status to non-smoker we require a Statutory Declaration form (available at Newsagencies and Post Offices) which needs to be filled out specifying when you have stopped smoking, or that they have stopped smoking for over 12 months. This must be certified and returned to us. If No: You have to be a non-smoker for at least 12 months to be able to qualify for the nonsmoker premiums. Unfortunately, I wouldn't be able to make any changes at this time in regards to your smoking status. However you can contact us after that 12 month period, and we can reassess the premiums accordingly. I'll quickly provide you a quote for <desired level of cover> now.


Check the current Billing Mode (CC or Transaction account) from lngenium and select accordingly in the premium table.


'-"' --r-'I· ··;:,' "1 --· ... _ . ·--· -~- - ...,, ....

Action - Non u/w - uJw - Change call type from upgrade

Product Essential Life Accidental Death Critical Illness

Essential injury Essential Life 10% Essential Injury 10% Essential Accident 10%

Policy number

Smoker Status - y - N

DOB - remove age validation not required for upgrades lfOOB EL Over 64 ok to continue Cl if over 54 ok to continue

AO over 64 okay to continue El over 64 ok to con inue

Existing level of cover

Existing Billing frequency - Monthly - Fortnigh ly

Smoking quantity

Customer age at time of issue Custom.er age at time of issue should be between 18-64

If Customer age at t ime of issue is between 18-44 -display offers up to lM, 44-54 display offers up to $7SOK, 55-64 display offers up to $SOOK

MLC.110.001.0193

Go to Premium Table 149 Go to Premium Table 147 skip premium table and go straight to 110 for upgrade Go to Premium Table 151 EL 10% premium table 149 El Premium table 151 AO Premium table 147

(Offer op ions > the existing level of cover)

0 101 - capture age at time of issue before going to the premium table

MLC.110.001.0194

110 Upgrade IF Cl use the Rate sheet to calculate premium - Yes Confirmation

If existing EL/Cl policy within 12 Go to 277 So, for <$Coverlevel$>, you'd be looking at <$MonthlyPremium$> per <month or fortnight>. months

If existing AD I El policy Go to 112 Capture Policy EFFECTIVE DATE (RCD)

If existing EL/Cl policy outside 12 Go to 111 months

111 Upgrade Thank you . I can take you through an application to increase your current policy .. . - Yes Process For EL upgrade Go to 282

For C l upgrade Go to 153

- No Go to 108

- Change call type from Go to 106 upgrade



MLC.110.001.0195

112 Process For Essential Life (where answered NO to 0277/278/298) - Upgrade Go to 21 Upgrade THANKS, <first name>. Before I increase the sum insured, I do need to verify that I have the

correct details here.

YOU'RE A <smoker/non smoker>, AGED <insert age> NEXT BIRTHDAY. YOUR NEW Monthly/Fortnightly PREMIUM IS <PREMIUM AMOUNT>. THE NEW PREMIUM AMOUNT WILL BE DEDUCTED BY MLC LIMITED FROM YOUR existing account. You'll be covered for the increased amount requested and will receive all of the policy documentation in next 5 to 7 business days. Please read the Product Disclosure Statement, which outlines the terms that apply, including the 13 month exclusion period for suicide.

For Critical illness (where answered NO to 0277/278/298) YOUR <Monthly/fortnightly >PREMIUMS WILL BE RECALCULATED EACH YEAR BASED ON YOUR AGE NEXT BIRTHDAY, SMOKER STATUS AND SUM INSURED AMOUNT.

THANKS, <FIRST_NAME>. I'll quickly confirm that I have all of your correct details here. YOU'RE A <smoker/non smoker>, AGED <insert age> NEXT BIRTHDAY. IF ACCEPTED FOR THE INCREASE, YOUR NEW Monthly/Fortnightly PREMIUM IS <PREMIUM AMOUNT>. THE NEW PREMIUM AMOUNT WILL BE DEDUCTED BY MLC LIMITED FROM YOUR existing account.

You'll be covered for the increased amount requested, and will receive all of the policy documentation in next 5 to 7 business days. Please read the Product Disclosure Statement, which outlines the terms that apply, including the suicide exclusion, any pre-existing condition exclusions up to the date of increase, and the 90 day no claim period for certain conditions ...

YOUR <Monthly/fortnightly >PREMIUMS WILL BE RECALCULATED EACH YEAR BASED ON YOUR AGE NEXT BIRTHDAY, SMOKER STATUS AND SUM INSURED AMOUNT



MLC.110.001.0196

Process For Accidental Death -Upgrade Thanks <first name>. Before I increase the sum insured, I do need to verify that I have the correct continued details here.

YOU'RE AGED <insert age> ON YOUR NEXT BIRTHDAY. YOUR NEW Monthly/fortnightly PREMIUM IS <PREMIUM AMOUNT>. THE NEW PREMIUM AMOUNT WILL BE DEDUCTED BY MLC LIMITED FROM YOUR existing account. You'll be covered for the increased amount requested, and will receive all of the policy documentation in next 5 to 7 business days. Please read the Product Disclosure Statement, which outlines the terms that apply, including the suicide exclusion.

For Essential Injury THANKS, <FIRST_NAME>. Before I increase the sum insured, I do need to verify that I have the correct details here. YOU'RE AGED <insert age> ON YOUR NEXT BIRTHDAY. YOUR NEW Monthly/fortnightly PREMIUM IS <PREMIUM AMOUNT>. THE NEW PREMIUM AMOUNT WILL BE DEDUCTED BY MLC LIMITED FROM YOUR existing account. You'll be covered for the increased amount requested, and will receive all of the policy documentation in next 5 to 7 business days. Please read the Product Disclosure Statement, which outlines the terms that apply, including the suicide exclusion and the pre-existing condition exclusion you had up to the date of the increase.



MLC.110.001.0197

113 Financial Option - Premium Waiver If financial hardship selected in Go to 188 hardship - 0 106 Outcome : Provisional premium waiver • Monthly/fortnightly premium Financial Hardship Waiver

We can waive your premium for <x months>. During this period where we won't charge a premium, you are unable to claim for any injury, illness or other event which first appeared, or was diagnosed. Your policy will remain in place, and will not be cancelled. If financial hardship selected in

076 Outcome : Provisional Go to 189 After the <x months> we will resume collecting the <frequency> premium of <$>. Retention Financial Hardship

Waiver Capture

Months waived 1 months 2 months 3 months 4 months 5 months 6 months

114 Financial Option - Financial Hardship 'Other' If financial hardship selected in Go to 246 0 106 Outcome : Provisional

Hardship When all options are not suitable for the customer and they propose an option not listed/ or ask Financial Hardship

Other what else can we do for them: What I can do is look into the matter further for you and give you a call back to discuss what options we can provide. When is the best time to call you back?

If financial hardship selected in Go to 247 076 Outcome : Provisional

Go back and schedule to call the customer back and raise with Team Manager. Retention Financial Hardship

If you have received approval for unlisted option or have already discussed options with Team Manager, continue.



MLC.110.001.0198

115 Reinstate u/w Ok <customer name> As part of your reinstatement I need to ask you a few questions to see if you are eligible to reinstate your policy. Reinstate

I just need to tell you about your Duty of Disclosure which is in the Product Disclosure Statement. 0 120 In short, it means that you need to be honest and truthful during this conversation or it may affect No longer w ant to reinstate your claim, or result in cancellation of the policy. Do you understand your Duty of Disclosure?


Match the smoking status provided by the customer to the one in lngenium. Product: Bring up premium table - Essential Life then go to 0277

If NO changes to smoking status: Go ahead and provide a quote. - Critical Illness - Essential Life 10%

If Customer confirms a different smoking status :

Smoker to Non Smoker. Our records show that you were a smoker at the time of your application. Existing level of cover Have you quit smoking for more than 12 months now?

If Yes: I will still need to quote you on a smoker's premium. In order to change your smoking status to non-smoker we require a Statutory Declaration form (available at Newsagencies and Post Offices) which needs to be filled out specifying when you have stopped smoking, or that they Smoker Status: have stopped smoking for over 12 months. This must be certified and returned to us. - y

- N If No: You have to be a non-smoker for at least 12 months to be able to qualify for the non-smoker premiums. Unfortunately, I wouldn't be able to make any changes at this time in regards Smoking quantity to your smoking status. However you can contact us after that 12 month period, and we can reassess the premiums accordingly. I'll quickly provide you a quote for <desired level of cover> Gender now.




MLC.110.001.0199

116 policy If customer has fallen outside 90 days: Yes - reapply Go to 161 reinstatement If Unfortunately, due to your policy being lapsed for over 90 days I am unable to re instate this policy customer has for you today. No - does not want a new Go to 117 fallen outside 90 <Customer name> I can take you through a new application for you today if you like? policy days/ cust said yes to a DOGH If customer said yes to declaration of good health questions: q: Based on the answers provided I am unable to reinstate your policy however you can reapply for

the policy to see whether you would be accepted or declined.

<Customer name> I can take you through a new application for you today if you like?

117 Not Eligible to <Customer name> If you have any questions about Essentials products please do not hesitate to Not Eligible to reinstate Outcome: Not Eligible to reinstate policy contact us. reinstate

Is there anything else I can help you with today?

Thanks for your time today my name is <agent name> have a nice day/evening. Goodbye



MLC.110.001.0200

118 Reinstatement Great, ::i:our a1212lication to reinstate ::i:our 12olic::i: has been 12rocessed. Reinstatement existing bill ing Go to 119 details

If acce12ted the amount of (Calculate all 12remiums missingJ ~xx.xx will be deducted from ::i:our Go to 175 account with 24-48 hours. Please ensure that ::i:ou have sufficient funds in ::i:our account to cover this amount Reinstatement with new to bill ing

details Go to 120

Now did ::i:ou want to continue to 12a::i: ::i:our 12remiums with the account we have on file ending in < No longer wants to Reinstate XXX> or did ::i:ou want to change the account?

Also discuss with the customer 12a::i:ment 012tions, freguenc::i:, best bill ing da::i:tdate etc to ensure that the::i: are ha1212::L with their current 12a::i:ment. Great, ye1:1r a1313lisatien te reinstate ye1:1r 13elisy toias 13een 13resesses. If asse13tes ye1:1 will resei11e an 1:113sates 13elisy sstoies1:1le in ttoie !flail. ..

As11 ise s1:1stelfler ttoiat ttoie Fflisses 13re!fli1:1Ffls will 13e stoiar!jes ans 13re11 ise an esti!flate ens1:1re ttoiat ttoie s1:1ste!fler toias s1:1ffisient fl:lnss in ttoieir ne!flinates asse1:1nt ts se¥er ttoie 13re!fli1:1!fls in arrears

ReAQ f:QR eSSeN~IAb blf:e ~lease Rete as >,ue are reiRstatiRQ ye1o1r 13elisy, tile ~ ~ FflSRtlls >,uaitiRQ 13eries fer s1o1isi8e restarts. Please refer te tile PD:!> fer all S)(Sl1:1siens. De ye1:1 1:1nserstans ttoiis? ~1:1st resei,'e a slear Ye:!> 13efere 13reseesin!j

ReAQ f:QR eSSeN~l,6,b IN.ll:IR¥ Please nets as ,,,,.e are reinstatin!j ye1:1r 13elisy, ye1:1 ,,,,.ill net 13e se,•eres fer any 13re S)(istin!j sensitiens 13rier te tllis sate. Please refer ts ttoie PD:!> fer all S)(Sl1:1siens. De ye1:1 1:1nserstans tllis? P41:1st resei,•e a slear Ye:!> 13efere 13reseesin!l

~Jew sis ye1:1 "'ant te sentin1:1e te 13ay ye1:1r 13re!fli1:1Ffls wittoi tile asse1:1nt we toiave en file ensin!j in <

XXX> er sis ye1:1 11.<ant te sllan!je tile asse1:1nt?

'\lse siss1:1ss "'ittoi tile s1:1ste!fler 13aylflent e13tiens, freei1:1ensy, 13est 13ill in!j saytsate ets ts ens1:1re ttoiat tlley are toia1313y witll tlleir Sl:IR'ent 13ay!flent.

AEGON Date: DATE lu1 f' •-'--· ·--' "--'--Mo·-'---- '>'>n


119 Reinstatement Close

AEGON MLC Inbound

READ FOR ESSENTIAL LIFE Outcome Please note as you are applying to re-instate your policy the 13 months waiting period for suicide Provisional Reinstatement_EL restarts. Please refer to the PDS for all exclusions. Do you understand this? Must receive a clear YES before proceeding Provisional Reinstatement_EI

Thanks <first name>. Before I reinstate your policy I do need to verifv that I have the correct details here. Recap benefits customer is covered for. YOU'RE A <smoker/non smoker> AGED <insert age> NEXT BIRTHDAY. YOUR <Monthly/Fortnightly> PREMIUM IS <PREMIUM AMOUNT>. THE PREMIUM AMOUNT WILL BE DEDUCTED BY MLC LIMITED FROM YOUR account ending in <XXXX>. Is this all correct?

READ FOR ESSENTIAL INJURY Please note as you are applying to re-instate your policy you wi ll not be covered for any preexisting conditions prior to this date. Please refer to the PDS for all exclusions. Do you understand this? Must receive a clear YES before proceeding

THANKS, <FIRST NAME>. Before I reinstate your policy. I do need to verify that I have the correct details here. Recap benefits customer is covered for. YOU'RE AGED <insert age> ON YOUR NEXT BIRTHDAY. YOUR <Monthly/fortn1ahtlv> PREMIUM IS <PREMIUM AMOUNT>. THE PREMIUM AMOUNT WILL BE DEDUCTED BY MLC LIMITED FROM YOUR account ending in <XXXX>. Is this all correct?

Do you have any questions about your reinstatement <customer name>?

Thank you <customer name>. your application to reinstate your policy has been processed. Once accepted you will receive a copy of your policy documentation in the mail. Thanks for your time today. My name's <agent name> I heme you have a great day. THAt>Jl(a, <fiFSt Ra FRO' . Qofero I roiRstato yo1e1r ~olisy1 I So Roos to · ·oriP; tRat I Ravo tRo sorrost c;iota ils Rora. Resa~ 9eRe*its s1:1steFRer is se·1ereEI fer. YOU'RE A <sFRekerJAeR SFRel~er>, 'I.GEO <iRsert a!je' t>IEXT BIRTHQJW. YOUR <P4eRthly/FertRi!jhtly> PREMIUM la <PREMIUM J\MOUt>IT>. THE PREP41UP4 J\l\40Ut>IT 1,6/ILL BE QEQUGTEQ BY ~4LG LIP41TEQ fROl\4 YOUR asse1:1Rt f!H~Fll'ffl'E'XXXX>.

Version Number: 22G

Provisional Reinstatement_ Cl

Provisional Reinstatement_AD

Is tRis all sorrost? ©Copyright 2017 (AEGON Group). Highly Confidential of 107

READ FOR ESSENTIAL IN.ll:IRY THJ\t>IKa, <flRaT _t>IAME>. Befere I reiRstate ye1:1r ~elis~·. I Ele ReeEI te "erify that I ha"e the serrest Eletails here. Resa~ 9eRe*its s1:1steFRer is se·1ereEI fer. YOU'RE AGEQ <iRsert a!je> Ot>I YOUR t>IEXT BIRTHQAY. YOUR <MeRthl~·/fertni!jhtly>

MLC.110.001.0201

All reinstatement outcomes need to go to the IBOB report daily. post QA

MLC.110.001.0202

120 No longer wants That's fine <Customer name> if you would like to reapply in the future please do not hesitate to No Longer wants to reinstate Outcome XX to reinstate contact us.


Thanks for your time today my name is <agent name> have a nice day/evening. Goodbye

137 Sale summary data store - do not use

138 Ineligible for Cl data store - do not use

139 Original UW Decision do not use

PCI CC data store - Do Not Use

143 Data store Do not use

145 UW Data store - Do Not Use

146 UW Data store - Do Not Use

149 Premium Please click next to load your Premium choice Life Go to 9 Choice AD Go to 25



MLC.110.001.0203

147 AEGON Accidental Death PREMIUM TABLE Sale Go to 77 Accidental Upgrade Go to 110 Death Premium Provisional Downgrade Go to 82 Table Provisional Retention_DG Go to 211

Provisional Reinstatement Go to 118

Provisional financial hardship down grade (if financial hardship Go to 243 selected in 0 106)

Provisional financial hardship downgrade (if financial hardship Go to 195 selected in 0 106)

Provisional Retention financia l hardship downgrade (tf financial hardship selected in 076) Go to 241

Provisional Retention financial hardship discount (if financial hardship selected in 076) Go to 242



MLC.110.001.0204

149 AEGON Essential Life PREMIUM TABLE Sale Go to 9 Essential Life Upgrade Go to 110 Premium Table Provisional Downgrade Go to 82

Provisional Retention_DG Go to 211 Provisional Reinstatement Go to 277


Provisional financial hardship discount (if financia l hardship Go to 195 selected in 0 106)

Provisional Retention financia l hardship downgrade (tf financial hardship selected in 076) Go to 241

Provisional Retention financia l hardship discount (if financial hardship selected in 076) Go to 242

150 Product Sold Sale product store - do not use



MLC.110.001.0205

151 AEGON Essential Injury Premium table Sale - Individual Go to 163 Essential Injury Sale - Joint 164 Premium Table Upgrade Go to 110

Provisional Downgrade Go to 82 Provisional Retention_DG Go to 211 Provisional Reinstatement Go to 118


Provisional financial hardship discount (if financia l hardship Go to 195 selected in 0 106)

Provisional Retention financial hardship downgrade (tf financial hardship selected in 076) Go to 241




MLC.110.001.0206

152 AEGON Critical Critical Illness Premium table Sale Go to 159 Illness Premium Upgrade Go to 110 Table Provisional Downgrade Go to 82

Provisional Retention_DG Go to 211 Provisional Reinstatement Go to 277


Provisional financial hardship Go to 195 discount (if financia l hardship selected in 0 106)

Provisional Retention financial hardship downgrade (tf financial hardship selected in 076) Go to 241


153 Cl Thanks, <Cust name>. We can complete this for you now on the phone. As part of your phone Continue Go to 154 STANDALONE/ application, I need to get some details and ask some health related questions. You don't need to No sale-Cl Go to 284 upgrade sign anything. If you would please give a clear yes or no to these questions, that'd be great.

FOR Cl STANDALONE: Can you please confirm that you agree to apply for NAB Essential Critical Illness and, if accepted, you will be purchasing the policy? Is that correct? Get a clear YES or NO from the customer

FOR Cl UPGRADE : <Customer Name>, can you please confirm you are applying to increase your NAB Essential Critical Illness policy? Get a clear YES or NO from the customer



MLC.110.001.0207

154 Duty of For EL+ Cl: For EL+ Cl Go to 162 disclosure - C l Okay. As part of your application for th is additional benefit, there are a few extra health related For Cl standalone Go to 47

questions I need to ask. If you could also please give a clear yes or no to these, that'd be great. FOR Cl upgrades :

I do need to remind you of your Duty of Disclosure that I mentioned previously, which also applies here. Await affirmative response If Existing C l pol outside 12 Go to 47

months For Cl standalone I Cl upgrades : Go to 47 We can complete this for you now on the phone. As part of your phone application, I need to get If existing C l pol within 12 months some details and ask some health related questions. You don't need to sign anything. If you ( answered YES to would please give a clear yes or no to these questions, that'd be great. 0277/278/298)

I have to tell you about your Duty of Disclosure, which is in the Product Disclosure Statement. In If Existing C l pol within 12 Go to 0277 short, it means that you need to be honest and truthful, or it may affect your claim, or result in months cancellation of the policy. Do you understand the Duty of Disclosure? Await affirmative response



MLC.110.001.0208

155 Essential Injury NAB Essential Injury. Can provide a daily or a lump sum cash payment if you're injured as a result Individual Go to premium table and F&Bs of an accident. then to 163

- If the accidental injury meant you required care and you were unable to complete three activities of daily living (for example, walking, washing or feeding yourself), this could No sale - Injury Go to 285 provide you up to $800 per day. You could receive this payment for up to 90 days.

Not eligible - Injury Go to 281 - And, should you be injured while overseas, your payment would double to up to as much

as $1,600 per day! - Quotation Call Go to 239

- We understand that with accidental injuries come other costs. This is why you may also receive up to $200 per day for homecare expenses, and up to $800 per accident for medical travel expenses relating to your injury while in Australia.

Finally, for more serious accidental injuries like bone fractures to an arm, leg, skull or even hip, you could receive a lump sum payment of up to $40,000 to assist with your recovery.

You can use the money in any way you like, whether it 's to pay your mortgage repayments, to pay off credit card debt or other household expenses.

Other benefits are: - Protection 24 hours a day anywhere in the world. - There is no fixed term contract - Option to cover your partner at a discounted rate



Essential Injury F&Bs continued

AEGON MLC Inbound

Now, <customer name>, I just need to tell you about your Duty of Disclosure, which is in the Product Disclosure Statement. In short, it means that you need to be honest and truthful during this conversation, or it may affect your claim, or result in cancellation of the policy. Do you understand your Duty of Disclosure? Await Reply <customer name> To see if you are eligible for this cover, can I ask 1. Are you aged between 18 and 64? 2. Are you a permanent Australian Resident? 3. Have you been diagnosed with Osteoporosis?

If the customer mentions that they are a NZ resident : Do you have a permanent address in Australia currently? Are you currently living/working in Austral ia and not just on holiday?

Also, through MLC Limited, this policy comes with access to a medical advice service called 'Best Doctors' - for no extra cost. 'Best Doctors' can be used for any medical condition that you might be concerned about, or have been diagnosed with, providing a second opinion on available medical information. They can provide you with a report that can cover serious illnesses such as cancer, stroke or any condition causing major discomfort or disruption in your life such as asthma or migraines. This report will go straight to you and/or your treating doctor. As a NAB Essential Life policyholder, this will provide you access to this medical advice service for you and your immediate family at no additional cost.

Thanks for that. So, I can tell you that you're eligible for NAB Essential Injury. There are no forms to fill out or health checks to go through. This product is flexible, and you can change the level of cover at any time to suit your financial needs. There are 5 different levels of cover to choose from ranging from $200 per day to $800 per day.



MLC.110.001.0209

MLC.110.001.0210

156 Confirm Quote Thanks, <cust name>. The cover you've selected would cost $<fortn ightly /monthly premium - Continue Go to 27 -El amount > per <fortnight/month>. That's <weekly premium> per week. - Callback Go to 39

- No sale - injury Go to 285 Just to quickly summarize, you'll be covered for the following benefits: - Quotation Call Go to 239 $<living assist benefit amount > per day for up to 90 days for living assist benefit; - Return to Premium table Go to Injury premium table $< home care assist benefit > /per day for up to 45 days for homecare assist benefit; and back to Q163

A lump sum payment of $<transport benefit amount> for transport assist benefit; and $<fracture benefit amount> for fracture benefit.

The maximum total payable for the life of the policy under this plan is $<>.

157 Confirm You'll be protected up to age 80, however the benefits halve at the age of 75. Your level of cover - Continue Go to 156 Purchase - El will increase by a minimum of 3% each year to keep the payout in line with inflation - Callback Go to 39

- No sale - injury Go to 285 Keep in mind there are some situations where a benefit won't be paid for an injury or fracture. For example, if it arises directly or indirectly from:

- involvement in criminal activity - a pre-existing condition - For example, if you had a hand fracture prior to the date we

accept your insurance application, you will not be covered under the policy for that fracture or any illness or injury related to that fracture.

The fu ll list of exclusions are detailed in the Product Disclosure statement. It's important to read the document carefully, as it outlines the exclusions and limitations of the cover.

We can complete this for you right now over the phone, and you don't need to sign anything for your cover to start. If you would please give a clear yes or no to these questions, that'd be great.

<Customer Name> Can you please confirm that you <and your partner> agree to purchase NAB Essential Injury cover today?

Get a clear YES or NO from the customer



MLC.110.001.0211

158 Critical Illness FOR ESSENTIAL LIFE+ CRITICAL ILLNESS : - Continue Go to 8 We do have another benefit, called NAB Essential Critical Illness that has been specifically Standalone Cl Prequote designed to complement NAB Essential life. You could receive a lump sum payout of up to Go the 152 and then to $500,000 if you suffer one of the following critical conditions: EL + Cl prequote 159

FOR CRITICAL ILLNESS : Thanks for enquiring about NAB Essential Critical Illness Cover. It'll only take me a few minutes to go through the features and benefits with you. You could receive a lump sum payout of up to Callback $500,000 if you suffer one of the following critical conditions: Go to 39

• Heart Attack - with evidence of severe heart muscle Damage (FOR Cl only )No sale - Cl

• Coronary Artery Bypass Surgery Go to 284

• Stroke - in the brain and of specified severity . (for EL + Cl)Not interested -

• Cancer - excluding specified earty stage cancers Critical Illness Go to 27

• Major Head Trauma, or • Severe Burns Quotation Call

Go to 239

The insurance can continue up to age 65 and your level of cover will increase by a minimum of 3% each year to keep the lump sum payout in line with inflation

Keep in mind you'll need to survive the critical condition for 14 days to receive this benefit. Also there are some situations where a benefit won't be paid. For example any condition arising directly or indirectly from,

- attempted suicide, or intentional self-inflicted injury or illness - A pre-existing condition - For example if you had a cancer prior to the date we accept

your insurance application, you won't be covered under the policy for that cancer or any illness or injury related to that cancer.

The fu ll list of exclusions are detailed in the Product Disclosure statement. It's important to read the document carefully, as it outlines the exclusions and limitations of the cover.



MLC.110.001.0212

Critical Illness Now, <customer name>, I just need to tell you about your Duty of Disclosure, which is in the -F&Bs continued Product Disclosure Statement. In short, it means that you need to be honest and truthful during

this conversation, or it may affect your claim, or result in cancellation of the policy. Do you understand your Duty of Disclosure?

To see if you are eligible for this cover, <Customer Name>, can I ask

• Are you a permanent Austra lian resident?

• And are you aged between 18 and 64?

Some of the benefits are: - You'll get up to $500,000 of cover to help you financially, if you suffer a covered critical

condition; - It's a hassle-free application with no medical examinations, just straightforward

questions; - You'll be protected 24 hours a day, anywhere in the world; - And there's no fixed term contract, plus you can request to increase or decrease the

level of cover anytime to suit your needs.

You can choose a level of cover from $20,000 to $500,000.

Let me provide you with a quote.

159 Premium To give you an idea, for <Chosen Benefit Amount> of cover, it'd cost <premium> per Continue amount <fortn ighUmonth>. For EL+ Cl Go to 160

For Cl upgrade I Cl standalone Go to 153 For EL+ Cl: - Quotation Call So, if accepted, the total premium amount for NAB Essential Life and the additional NAB Go to 239 Essential Critical Illness cover would be $<EL +Critical illness cover> per <fortn ight/month>. </p>

For Cl only: (FOR EL + Cl)Not Interested -So, if accepted, the total premium amount for NAB Essential Critical Illness cover would be Critical illness cover Go to 27 $<Critical illness cover> per <fortnighUmonth>. <Ip> (FOR Cl only)No sale - Cl

Go to 284



MLC.110.001.0213

160 EL + Cl FOR EL+ Cl : Continue Go to 154 Can you please confirm that you're applying for NAB Essential Critical Illness policy, along with Not Interested - Critical illness Go to 27

the NAB Essential Life policy and that, if accepted, you will be purchasing this cover? Is that cover

correct?

Get a clear YES or NO from the customer

161 Select Product Select the product the customer is interested in Continue

Essential Life Essential Life Go to 6 Critical Illness Critical Illness Go to 158 Essential Injury Essential Injury Go to 155 Essential Life 10% discount Essential Life 10% discount Go to 6 Essential Injury 10% discount Essential Injury 10% discount Go to 155

162 CIUNV Have you or any immediate family members had: No Accept

• any heart disorder Yes Decline

• stroke For standalone Cl only: Go to 168

• liver or kidney disorder No sale_ Cl loss Go to 21

• diabetes

• any cancer (including breast, bowel, prostate) For Cl u12grades outside 12 Go to 27

• any other hereditary disorder (free text box) months and for Cl u12grades where answered YES to Health declaration (Q277/278/298}



MLC.110.001.0214

163 Individual So, <cover level> cover will only cost you <premium amount> a <fortnight/month>, and this can Essential Injury Go to 157 be automatically debited from your bank account or credit card. - Callback Go to 39

- No sale - El Go to 285 Great. I'll just need to get some additional information from you can you please confi rm your - Joint Go to 164 Name, DOB and address? Name DOB: Address: Phone numbers Email

May I please also get your occupation?

By the way, <customer>, if you have a partner, there's a discount off your premium if you and your partner both purchase together. Would you be interested in organising cover for your partner as well?

164 El JOINT Great, <Contact Name>, Is your partner there with you? I just need to confirm some details with - Continue Return to joint premium COVER them: - table and then to 157

(Must speak to the partner and get them to answer the following questions) Ineligible - partner (Validation ru le to be put in place- if the partner is

Hi, (partner's name) I just need to tell you about your Duty of Disclosure which is in the Product ineligible then pop up box Disclosure Statement. In short, it means that you need to be honest and truthful during this saying" return to premium conversation or it may affect your claim, or result in cancellation of the policy. Do you understand table and select individual your Duty of Disclosure? premium")

Can you please provide me with name and date of birth?

To see if you are eligible for this cover can I ask

1. Are you aged between 18 and 64? 2. Are you a permanent Australian Resident? 3. Have you been diagnosed with Osteoporosis?

Ok thanks, you can put <cust name> back on the phone.



MLC.110.001.0215

165 Not eligible - El If partner not eligible for osteoporosis: - Outcome # Ineligible - Injury Unfortunately, <cu st name>, diagnosis of Osteoporosis is one of the exclusions of this policy. I'm Osteo sorry, but your partner is not eligible for NAB Essential Injury.

If partner not eligible for age and/or residency: -Unfortunately, NAB Essential Injury is only available to customers who are Australian Residents and aged between 18 and 64 years. You've advised us that your partner <is not in that age bracket> or <is not an Australian Resident> . I'm sorry, but this means we're not able to cover your partner. I can complete your purchase for NAB Essential Injury.

166 Outcome - No sale_EL loss Outcome #89

167 Outcome - No sale_AD loss Outcome #89

168 Outcome - No sale_ Cl loss Outcome #89

Capture account type If transaction Go to 16 175 Select account

Transaction If credit ca rd Go to 15 Credit card

176 Close Death Certificate/Notifi cation Outcome: Death Certificate/Notification

174 Provisional Change bill ing details Provisional Change bill ing details change billing Not a problem at all, <customer name>. I've now updated these for you. From your next billing

date, a premium of$$ will be drawn from your new account. Extract - IBOB - IB change

If customer is calling about a recent SMS about missing payment. bill ing <Customer Name> I have updated those details for you and the payment will be debited within 1-2 business days. In addition, you will receive a letter also advising of the missed payment

Update billing details on lngenium

178 Close Outcome: SystemDown Request to call back

180 Close Policy Enquiry Outcome: Policy Enquiry



MLC.110.001.0216

181 Change Name In order to change this for you, we require a certified copy of (relevant certificate or ID) to be sent OUTCOME: Change Name Inquiry to us. Once we've got this, we'll update your name on the policy for you . Inquiry

Thanks for your call today. My name's <username>, I hope you have a great <day/night>.

Refer to MLC/NAB Inbound Manual.

183 Change of Details OUTCOME - change of personal

Close 10 Not a problem at all, I'll get those details updated for you. Is there anything else that I can help details you out with, <customer name>?

Okay. Thanks for your call today. My name's <usemame>, I hope you have a great <day/night>.

Update details on lngenium

184 Close 12 Policy Documents Requested OUTCOME: Re-mail policy I've processed your request for you now. You'll receive a copy of your policy information in the documents mail within the next few days. If you have any more questions about the policy, please give us a call. Okay. Thanks for ta lking to me today. My name's <username>, I hope you have a great <day/night>. Process re-print on lngenium



MLC.110.001.0217

185 Send PDS Not a problem at all, I'll organise to have a copy of the Product Disclosure Statement and FSG sent to you. I just need to confirm a few details, please. Outcome - Send PDS

Report needs to be generated Full Name from this outcome so that it can be Mailing Address sent.

Product: Agent also to call customer back

• Essential Life after a few days to get the sale.

• Essential Injury

• Essential Critical Illness Call back

I've processed your request for you now. You'll receive a copy of the Product Disclosure Go to 39 Statement and Financial Services Guide in the mail within the next few days. If you have any more questions about your policy, please give us a call. Is there anything else that I can help you out with, <customer name>? Okay. Thanks for ta lking to me today. My name's <username>, I hope you have a great <day/night>.



MLC.110.001.0218

186 Return to Return to sender Return to sender Go to 187 sender

Capture

Business partner Product

• Essential Life

• Essential Injury

• Essential Accidental Death

• Essential Critical Illness Letter date -

Letter type : • M issed premium letter (billing reject)

• Cancellation letter due to non payment

• Normal cancellation letter

• premium increase letter I renewal letter

• Policy documents

• Other - free t ext

187 Close Return to sender Outcome: Return to sender (RTS)

Extract reauired



MLC.110.001.0219

188 Close Provisional Financial hardship premium waiver Outcome: Provisional Option - Premium Waiver Finhardship waiver

I can arrange that for you. Extract Required IBOB

• Monthly/fortnightly premium Just to summarise we will waive the premium for <x months>. For this specific period you're not covered and cannot claim, however your policy will remain in place. Capture Retained Premium

Amount

We'll send you a letter in the next 5-10 business days confirming the details we have discussed today.

Your next premium will be charged on <date>, you'll receive a letter prior to this date to confirm.

<Customer Name> is there anything else I can help you with today?




MLC.110.001.0220

189 Close Provisional Retention Financial hardship premium waiver Outcome Provisional Retention Option - Premium Waiver Finhardship waiver I can arrange that for you.

Extract Required IBOB

• Monthly/fortnightly premium Just to summarise we will waive the premium for <x months>. For this specific period you're not covered and cannot claim, however your policy will remain in place. Capture Retained Premium

Amount We'll send you a letter in the next 5-10 business days confirming the details we have discussed today.

Your next premium will be charged on <date>, you'll receive a letter prior to this date to confirm.

<Customer Name> is there anything else I can help you with today?


190 Close General Inquiry General Inquiry

191 Close 18 Claim Query Outcome - Claim query Not a problem, <Customer name>, I'll transfer you through to the claims department right now. Thanks for your call today. My name's <username>, I hope you have a great <day/night>.



MLC.110.001.0221

192 Claim form Must also fill in the "lngenium Claim Form Request" located in the W drive. Outcome : Claim Form Request Go to 193 request

Once a claim form request has been processed in Teleworker, please send a Claims Notification email to Claims AU ([email protected])

Capture in Teleworker: Policy number Product PED DOI Claim Type Comments - Limit characters to 100 BP Policy holder name Claimant name Is the policy/cover in force? DOB

193 Close 17- Claim Claim form request Outcome - claim form request form request Thanks <name>, I've processed your request for you now. You'll receive a copy of your Claim

Forms in the mail within the next few days. If you have any more questions about your policy, Extract Required please give us a call . Is there anything else that I can help you out with, <customer name>? Okay. Thanks for ta lking to me today. My name's <username>, I hope you have a great <day/night>.



MLC.110.001.0222

195 Close Outcome: Provisional

Provisional financia l hardship discount Finhardship disc

<Customer Name>, I'll organise to make this adjustment to your policy. The 10% discount will be Extract required - IBOB

applied to your premium on your next bill ing date <Date> .

Following on from our call today, I wi ll arrange to have updated policy documents sent out to you Capture Retained Premium

confirming the new discounted premium. Amount

<Customer Name> is there anything e lse I can help you with today?




MLC.110.001.0223

196 Close 14 Billing Enquiry OUTCOME: Bill ing inquiry Billing Enquiry Assist the customer with their enquiry.

If customer is calling about a recent SMS about missing payment. Thank you for calling us, I'd be happy to assist you in bringing your premiums up to date. Is it ok to rebill the existing account that is attached to your policy?

If Yes: Great! I'll organise for the missed premium to be charged to your account <remove bill restrict>. Please ensure that there are enough funds available as <$premium> will be debited within 1-2 business days. In addition, you wi ll receive a letter also advising of the missed payment. As we have arranged for payment today, please disregard the letter.

If No: Not a problem, do you have the details of the new bank account or credit card you wish to be billed on hand? Go back and select Change of billing details

Is there anything else that I can help you out with, <customer name>? Okay. Thanks for ta lking to me today. My name's <username>, I hope you have a great <day/night>.

197 Close 16 CFS CFS Request OUTCOME: CFS Request Request Okay, <Customer Name>. I've entered your query for investigation, and we' ll contact you within a

week with a resolution. Extract Required

I will also provide you with the details of the person who will assist you in relation to this. <His/her> name is <IBA firstname> and you can reach them on <customer service number>.

Thanks for talking to me today. My name's <username>, I hope you have a great <day/night>.



MLC.110.001.0224

198 Close 19 Beneficiary Enquiry Outcome - beneficiary inquiry Beneficiary With these policies you cannot nominate beneficiaries. If your claim is accepted, the money will Enquiry go to your estate or people nominated in your Will .

If customers asks what is an estate: A person's 'Estate' is the total sum of all their personal and financial assets and can consist of real estate, business and farm interests, investments, retirement plans, life insurance proceeds, personal property, art or other collections, cash and personal effects. (you may want to shorten this).

Estate planning is organising or planning who or where your personal and financial assets (that is, your estate when you die) will go to, such as drafting a will . If you are unsure you can seek advice or help from a financial advisor.

199 Close 20 Information Release Authority Outcome - information release authority

200 Cancellation - Mail cancellation Go to 73 Mail/Fax/Email - Fax cancellation Go to 73

- Email cancellation Go to 73 - Mail reta ined Go to 227 - Fax reta ined Go to 228 - Email retained Go to 229



MLC.110.001.0225

201 Close 46 Cancellation - other insurance Cancellation - I will organise to have your policy cancelled and there will be no further premiums debited from Outcome - cancellation other Extract required other insurance your account. insurance

You will receive a letter in the mail within the next few weeks which will confirm your policy cease date. CANCEL ON INGENIUM

If customer was charge in last 7 days and requires extra info

<Customer name> I can see here that you have recently been billed but can not see whether the

payment has been successful or not as it takes a few days for the confirmation to come through. I

will organise to have your policy cancelled and you will receive a letter in the mail within the next

few weeks which will confirm your policy cease date. Please give us a call if you have any

questions once you receive your letter.

202 Close 47 Cancellation - BP request Outcome - cancellation BP Extract required Cancellation - I will organise to have your policy cancelled and there will be no further premiums debited from request BP request your account.










MLC.110.001.0226

203 Close 48 Cancellation - cant afford Extract required Cancellation - I will organise to have your policy cancelled and there will be no further premiums debited from Outcome - cancellation cant cant afford your account. afford








204 Close 49 Cancellation - closed account Extract required Cancellation - I will organise to have your policy cancelled and there will be no further premiums debited from Outcome - cancellation closed closed account your account. account










MLC.110.001.0227

205 Close 50 Cancellation - Customer dissatisfied OUTCOME : Cancellation - Extract required Cancellation - I will organise to have your policy cancelled and there will be no further premiums debited from dissatisfied Customer your account. dissatisfied You will receive a letter in the mail within the next few weeks which will confirm your policy cease

date. CANCEL ON INGENIUM







Raise EOD on the CFS website. Record ID: Policy Number: Keycode: RCD: PTO Premium amount

Details of EOD:

Action taken: Initials and the date



MLC.110.001.0228

206 Close 51 Cancellation - wrong type of benefits Outcome: Cancellation - wrong Cancellation - I will organise to have your policy cancelled and there will be no further premiums debited from type of benefits wrong type of your account. benefits You will receive a letter in the mail within the next few weeks which will confirm your policy cease








207 Close 52 Cancelled value for money Outcome: Cancelled value for Cancelled value I will organise to have your policy cancelled and there will be no further premiums debited from money/new product due to price for money your account.










MLC.110.001.0229

208 Close 22 Retention - change billing Outcome - Provisional Retention -Retention - Not a problem at all, <customer name>. I've now updated these for you. From your next billing CB Extract required IBOB -change billing date, a premium of$$ will be drawn from you new account. IB change bi lling


Process on lngenium

209 Close 23 Retention - resold benefits Outcome - Provisional Retention - Extract required Retention - Thanks for your call today. My name's <username>, I hope you have a great <day/night>. RB resold benefits

210 Close 24 Retention - resent documents Retention - Fantastic. I've processed your request for you now. You'll receive a copy of your Policy Outcome - Provisional Extract required resent Information in the mail in the next few days. If you have any more questions about your policy, documents please give us a call. Retention_RD

Is there anything else that I can help you out with, <customer name>? Okay. Thanks for talking to me today. My name's <username>, I hope you have a great <day/night>. Process re-print on lngenium

211 Close 25 Retention - down grade Retention - THANKS, <first name>. THE SUM YOU'RE INSURED FOR HAS NOW BEEN CHANGED to down grade <NEW SUM INSURED>, which would cost you <NEW PREMIUM AMOUNT> per Outcome - Provisional Extract required

<MONTH/FORTNIGHT>. Retention_DG

AN UPDATED POLICY SCHEDULE WILL BE SENT TO YOU WITHIN 7 DAYS.

If you don't receive this information by then, please let us know by calling us on 1300 411 535 IBOB extract inbound downgrade

between Sam and 7pm, Monday to Friday Austra lian Eastern Standard Time so we can get that sorted for you.

Is there anything else that I can help you out with, <customer name>? Okay. Thanks for talking to me today. My name's <username>, I hope you have a great <day/night>. Process on lngenium



MLC.110.001.0230

212 Cancellation- Cancellation- No longer needs Insurance Outcome- Cancellation- No No longer I will organise to have your policy cancelled and there will be no further premiums debited from longer wants Insurance needs your account. Insurance You will receive a letter in the mail within the next few weeks which will confirm your policy cease








213 Close 27 Cancellation- Refer to Financial Advisor Outcome- Cancellation Refer to Cancellation- Capture the cancelled premium amount: Financial Advisor Refer to Financial [warm transfer of customer] Advisor

214 Best Doctors [warm transfer of customer] Outcome- Transfer call- Best Transfer Doctors



MLC.110.001.0231

215 Cancellation - Cancellation - Reason not stated Reason not I will organise to have your policy cancelled and there will be no further premiums debited from stated your account.








216 Fax/Mail/Email CAPTURED CUSTOMER DETAILS Product Inquiry/purchase Go to 3 Requests NAME Policy Enquiry/Administration Go to 103

POLICY NO Claim Got to 103 DOB Cancellation Go to 76

CFS Request Go to 217 Select Channel - Do not solicit Go to 102 9301 - Outbound 8701 - Inbound Return to Sender (RTS) Go to 186 9401 - Online Death Certificate/Notification Go to 176 9701 - Branch/NAB Wealth



MLC.110.001.0232

217 CFS Request Capture in TW: Capture Date Of Birth utcome: CFS Request Go to 219

Business Partner Product Reason for CFS Request - FREE TEXT

Also enter all details onto the CFS website. Record ID: Policy Number: Keycode: RCD: PTD Premium amount

Details of Complaint:

Action taken: Initials and the date

Select Channel -9301- Outbound 8701 - Inbound 9401 - Online 9701 - Branch/NAB Wealth

218 Close CFS Call back CFS Call back CFS Call back

219 CFS Request CFS Request I Complaint OUTCOME- CFS Request Okay, <Customer Name>. I've entered your query for investigation, and we' ll contact you within a week with a resolution.

I will provide you with the details of the person who will assist you in relation to this. <His/her> name is <IBA firstname> and you can reach them on <customer service number>.

Thanks for talking to me today. My name's <usemame>, I hope you have a great <day/night>.



MLC.110.001.0233

220 Close 1 Prank OUTCOME: Prank OC#55

221 Close 2 Test Call OUTCOME: Test Call OC#56

223 Close 3 Transfer Call OUTCOME: Transfer Call OC#58

224 Close 27 Mail cancellation Outcome - mail cancellation Process on lngenium

225 Close 28 Fax cancellation Process on lngenium Outcome - fax cancellation

226 Close 29 Email cancellation Process on lngenium Outcome - email cancellation

227 Close 30 Mail cancellation Outcome - mail retention Process on lngenium

228 Close 40 Fax Retention Outcome - fax retention Process on lngenium

229 Close 41 Email retention Outcome - email retention Process on lngenium

230 Request a pack Hi, my name's <Agent Name>. I'm calling on behalf of MLC Limited from AEGON on Sydney . - Generic Product Presentation Go to 3 Could I please speak with <Customer Name>? - No sale - EL

- No sale - AD Go to 35 Hi <Customer Name>, how are you today? - No sale - C l Go to 26 That's great to hear/I 'm sorry to hear that. - No sale - El Go to 284

- Call back Go to 285 The reason I'm call ing you today is that you recently requested an information pack on NAB Go to 39 Essential Life through nab.com.au.



MLC.110.001.0234

231 Request a Call Hi, my name's <Agent Name>. I'm calling on behalf of MLC Limited from AEGON on Sydney. - Generic Product Presentation Go to 3 Could I please speak with <Customer Name>? - No sale - EL

- No sale - AD Go to 35 Hi <Customer Name>, how are you today? - No sale - Cl Go to 26 That's great to hear/I 'm sorry to hear that. - No sale - El Go to 284

- Call back Go to 285 The reason I'm call ing you today is that you recently requested a call regarding NAB Essential Go to 39 Life through nab.com.au.

232 Request a Hi, my name's <Agent Name>. I'm calling on behalf of MLC Limited from AEGON on Sydney. - Generic Product Presentation Go to 3 Quote Could I please speak with <Customer Name>? - No sale - EL

- No sale - AD Go to 35 Hi <Customer Name>, how are you today? - No sale - Cl Go to 26 That's great to hear/I 'm sorry to hear that. - No sale - El Go to 284

- Call back Go to 285 The reason I'm call ing you today is that you recently requested a quote for NAB Essential Life Go to 39 through nab.com.au.

233 Online Call - Request a pack Go to 230 Back - Request a Call Go to 231

- Request a Quote Go to 232

234 Retention- Retention - change billing frequency Outcome- Provisional Extract Required Change bill ing Not a problem at all, <customer name>, I've updated this for you. Retention_CBF frequency Thanks for talking to me today. My name's <username>, I hope you have a great <day/night>.

IBOB extract inbound Process on lngenium

235 CU Return Thanks for returning the call! We were calling to follow up on some information we recently sent Product Inquiry/Purchase Go to 3 Calls to you. I'd love to be able to quickly go through the policy features and benefits with you. No Sale - EL Go to 35

No sale - Injury Go to 285 Do not Solicit Go to 102 Call back Go to 39

236 Wrong Number Wrong number Outcome- Wrong Number



MLC.110.001.0235

237 FP/third Party FP/third Party enquiry Outcome- FP/third Party Enquiry enquiry

238 Eclipse Enquiry Eclipse Enquiry Oucome- Eclipse Enquiry

239 Quotation call Thank you, <cust name>. Outcome- Quotation Call When would be the best time to call you back to discuss the quote?

(Extract required) Schedule a callback and put a reminder in your email calendar Great! I'm lookina forward to soeakina with vou then. Thanks for vour time todav.

240 EL declined Outcome- EL declined app- AD app- AD uncontactable' uncontactable'

241 Close Provisional retent ion financial hardship downgrade Outcome: Provisional retention

THANKS, <first name>. THE SUM YOU'RE INSURED FOR HAS NOW BEEN CHANGED to Finhardship OG

<NEW SUM INSURED>, which would cost you <NEW PREMIUM AMOUNT> per Extract required - IBOB <MONTH/FORTNIGHT>.

AN UPDATED POLICY SCHEDULE WILL BE SENT TO YOU WITHIN 7 DAYS.

If you don't receive this information by then, please let us know by calling us on 1300 411 535 Capture Retained Premium

between Sam and 7pm, Monday to Friday Australian Eastern Standard Time so we can get that Amount

sorted for you.


Thanks for talking to me today, <cust name>. I hope you have a great <day/night>.

Process on lngenium



MLC.110.001.0236

242 Close Provisional Retent ion Financial hardship discount Outcome : Provisional Retent ion Finhardship di.sc

<Customer Name>, Ill organise to make this adjustment to your policy. The 10% discount will be Extract required - IBOB

applied to your premium on your next bill ing date <Date> .

Following on from our call today, I wi ll arrange to have updated policy documents sent out to you confirming the new discounted premium.

<Customer Name> is there anything else I can help you with today? Capture Retained Premium Amount


243 Close Provisional financia l hardship downgrade Outcome: Provisional Finhardship DG

THANKS, <first name>. THE SUM YOU'RE INSURED FOR HAS NOW BEEN CHANGED to <NEW SUM INSURED>, which would cost you <NEW PREMIUM AMOUNT> per Extract Required - IBOB <MONTH/FORTNIGHT>.

AN UPDATED POLICY SCHEDULE WILL BE SENT TO YOU WITHIN 7 DAYS. Capture Retained Premium Amount

If you don't receive this information by then, please let us know by calling us on 1300 411 535 between Sam and 7pm, Monday to Friday Austra lian Eastern Standard Time so we can get that sorted for you.


Thanks for talking to me today, <cust name>. I hope you have a great <day/night>.

Process on lngenium

244 Close Deceased Notification Outcome : Deceased Notification



MLC.110.001.0237

245 Cancellation - Cancellation- Financial Hardship Outcome: Cancellation- Financial Financial I will organise to have your policy cancelled and there will be no further premiums debited from Hardship Hardship your account.

You will receive a letter in the mail within the next few weeks which will confirm your policy cease Cancelled Premium Amount date.

CANCEL ON INGENIUM Select Reason for Hardship Pre populate with selection from 090


<Customer name> I can see here that you have recently been billed but cannot see whether the

payment has been successful or not as it takes a few days for the confirmation to come through. I Extract to 1808




246 Close Provisional Financial Hardship - Other Outcome: Provisional Finhardship Other

<Customer Name> is there anything else I can help you with today? Extract to 1808

Thanks for your call today. My name's <username>, I hope you have a great <day/night>. Capture Retained Premium Amount

247 Close Provisional Retention financial hardship other Provisional Retention Finhardship

<Customer Name> is there anything else I can help you with today? other

Thanks for your call today. My name's <username>, I hope you have a great <day/night>. Extract Required 1808

Capture Retained Premium Amount



MLC.1 10.001.0238

277 Heath declaration Since your original application, have there been any changes to your health? Yes for upgrades - For Cl Goto 153 UW01 For EL Goto282

If reinstatement Go to 116

No Accept, Go to 278

278 Heath declaration Have you made a claim or received financial benefits in regards to any illness, injury, disease or Yes for upgrades - accident? For Cl Goto 153 UWQ2 For EL Goto282

If reinstatement Go to 116 Accept, Go to 298

No

298 Heath declaration Since your original application, are you contemplating seeking medical advice w ithin the next 4 Yes for upgrades - weeks or are you wait ing results of any medical tests, investigations or treatment? For Cl Goto 153 UW013 *excluding: For EL Goto282

- General check ups If reinstatement Go to 116

- colds, flu or m inor headaches No if upgrade Accept, For upgrades - Go - breaks, fractures, strains, sprains or cuts to 112 - muscular back or neck pain No if reinstatement Accept, for reinstatements - normal pap smears and mammogram checks - Goto01 18 - short sightedness or dental visits - prescription (new or renewed) for hair loss havfever contraception or oeneral multi vitamin

279 Generic Close Thanks, <title><last_name>. OUTCOME: Provisional Sale_EI Essential Injury

If 'Mail to be actioned' selected in 0 1 If you've got any questions regarding the policy, please call us back on 1300 411 535 between 8:00 am to 7:00 pm, Monday to Friday Austra lian Eastern Standard Time. then outcome = 'Provisional app

Okay. Thanks for ta lking to me today. I hope you have a great <day/night>. Sale_EI'

If 'Online callback' selected in 01 then outcome = 'Provisional Online Sale El'.



MLC.110.001.0239

280 Generic Close Thanks, <title><last_name>. OUTCOME: Provisional Sale_CI Critical Illness

If you've got any questions regarding the policy, please call us back on 1300 411 535 between If 'Mail to be actioned' selected in 8:00 am to 7:00 pm, Monday to Friday Australian Eastern Standard Time. 0 1 then outcome = 'Provisional Okay. Thanks for ta lking to me today. I hope you have a great <day/night>. app Sale_CI'

If 'Online callback' selected in 0 1 then outcome = 'Provisional Online Sale_ Cl'.

282 Upgrade Thanks, <Cust name>. I can complete this for you right now over the phone. As part of your Continue Go to 13 Confirmation increase, I need to get some details and ask some health related questions. You don't need to

sign anything. If you would please give a clear yes or no to these questions, that'd be great.

<Customer Name>, can you please confirm you are applying to increase your NAB Essential Life policy? Get a clear YES or NO from the customer



MLC.1 10.001.0240

284 No sale - Cl Okay. Thanks for your call today. My name's <username>, I hope you have a great <day/night>. These can be drop down on teleworker Cust dedined - Opt out Cust dedined - Recording refusal Cust dedined - Refused duty of disdosure Cust dedined - Existing cover Cust dedined - Existing cover Cust dedined - Have enough assets Cust dedined - Too young Cust declined - No family Cust declined - Want to think about it Cust declined - Price Cust dedined - Object to underwriting Cust dedined - Reason not stated Cust declined - Want to think about it Cust dedined - Does not need Cust dedined - Product not suitable, do not want to be referred Cust dedined - Do not buy over the phone Cust dedined - Did not receive pack Financial Advisor- YES/NO



MLC.1 10.001.0241

285 No sale - El Okay. Thanks for your call today. My name's <username>, I hope you have a great <day/night>. These can be drop down on teleworker OUTCOME No Sale - El Cust dedined - Opt out Cust dedined - Recording refusal Cust dedined - Refused duty of disdosure Cust dedined - Existing cover Cust dedined - Existing cover Cust dedined - Have enough assets Cust dedined - Too young Cust declined - No family Cust declined - Want to think about it Cust declined - Price Cust dedined - Object to underwriting Cust dedined - Reason not stated Cust declined - Want to think about it Cust dedined - Does not need Cust dedined - Product not suitable, do not want to be referred Cust dedined - Do not buy over the phone Cust dedined - Did not receive pack Financial Advisor- YES/NO

286 Close EL + Cl Thanks, <title><last_name>. OUTCOME: Provisional Sale -sale If you've got any questions regarding the policy, please call our customer service team on 1300 EL + Cl

411 535 between 8:00 am to 7:00 pm, Monday to Friday Austra lian Eastern Standard Time. Okay. Thanks for your call today. I hope you have a great <day/night>.

287 If cust from a Thanks for call ing us back, <Cust name>, I appreciate it. CB campaign When would be your preferred date and time to complete your application? calls IB If customer wants to change the CB date, agent to capture the same. Via CB scheduler

If not, leave the CB date untouched as captured on the OB campaign.

290 Eclipse Enquiry NAB transact Outcome- ECLIPSE - NAB transact

291 Eclipse Enquiry Incorrect number Outcome- ECLIPSE - Incorrect number



MLC.110.001.0242

292 Eclipse Enquiry Promise to pay Outcome- ECLIPSE - Promise to pay

293 Eclipse Enquiry Double Bill Outcome- ECLIPSE - Double Bill

294 Eclipse Enquiry REFER TO MLC Outcome- ECLIPSE - REFER TO MLC

295 Eclipse SAP Call-back Go to 39 Select contact source Nab transact Go to 290

Incorrect number Go to 291 Promise to pay Go to 292 Double bill Go to 293 Refer to mlc Go to 294 Eclipse Enquiry Go to 238

296 FPRU Outcome - FPRU call transfer



297 Capture existing and new level of cover

I can provide you a quote on a lower level of cover, Before I decrease the sum insured, I do need to verify that I have the correct details here.

Confirm DOB


Match the smoking status provided by the customer to the one in lngenium.

If NO changes: Go ahead and provide a quote.

If customer confirms a different smoking status

Smoker to Non Smoker. <sal> <last> Our records show that you were a smo ker at the t ime o f your applicat ion. Have you quit smoking for more than 12 months now?

If Yes: I will sti ll need to quote you on a smoker's premium. In order to change you smoking status to non-smoker we require a Statutory Declaration form (available at Newsagencies and Post Offices) which needs to be filled out specifying when you have stopped smoking, or that they have stopped smoking for over 12 months. This must be certified and returned to us.

If No: You have to be a non-smoker for at least 12 months to be able to qualify for the nonsmoker premiums. Unfortunately, I wouldn't be able to make any changes at this time in regards to your smoking status. However you can contact us after that 12 month period, and we can reassess the premiums accordingly. I'll quickly provide you a quote for <desired level of cover> now.

Non Smoker to Smoker. Select Smoker in the drop down box below.

Check the current Billing Mode (CC or Transaction account) from lngenium and select accordingly

in the premium table.

I'm not a Financial Planner, so I can't advise you on that.

Life Accident Death Essential Injury Critical Illness

10% Essential Life

10% Essential Injury

10% Essential Accident Death

MLC.110.001.0243

Go to Premium Table 149 Go to Premium table 147 Goto PremiumTable 151 Go to Premium table 152

Go to Premium Table 149

Go to Premium table 151

Go to Premium table 147

Having said that, when considering the level of cover that's right for you, ifs important to consider your current financial situation. For example, if you needed the insurance paid out,





what would it cost to finalise your mortgage, credit card and other loans? What would cover your day-to-day living expenses, your children's education costs, lost income and any otherexpenses that you might have?

49. What about tax? Generally, lump sum insurance payouts aren’t subject to tax. However, we highly recommend you seek professional advice on that.

50. What about CPI? To counter the effects of inflation on your cover, we’ll automatically increase your sum insured each year, to make sure it keeps in line with any increases in the CPI (or 3%, whichever ishigher).

If you’d l ke, you can specify you don’t want your sum insured to increase by contacting us directly. Otherwise, increases are available each year until your policy expires.

Your premium fees will also be subject to review, accounting for any increased sum insured.

51. When am I notcovered?

Refer to section 58’s wording

52. When will payment bededucted?

Once your policy has commenced, you’ll receive policy documents by mail, which specify the details of your direct debit dates.

53. Pre Existing Condition -Injury

What is a pre-existing condition – Essential Injury?Pre-existing Condition means any illness or Injury that first occurred, appeared or was diagnosed before the start, increase (for the increased amount) or reinstatement of your policy, orfor which you have experienced symptoms or received medical treatment leading to a diagnosis after the start of your policy, increase or reinstatement and while this cover is in force.

This does not include any illness or Injury you weren't aware of, or couldn't have been reasonably expected to be aware of.

Pre Existing Condition –Critical Illness

What is a pre-existing condition – Critical Illness?Pre-existing Condition means any illness or injury that first occurred, appeared or is diagnosed before the start, increase (for the increased amount) or reinstatement of your policy, or forwhich you have experienced symptoms or received medical treatment leading to a diagnosis after the start of your policy, increase or reinstatement and while this cover is in force. Thisdoesn’t include:· any illness or injury you weren't aware of, or couldn't have been reasonably expected to be aware of, or· a condition which we asked you about at the time you applied for, increased or reinstated the insurance and, after a full and accurate response, we issued the policy or the increase

or reinstated your policy.

54. Can I nominate abeneficiary?

In the event of your death, the insured amount will be paid to your estate. If you don’t have a will covering the handling of your estate, we highly recommend that you seek advice from asuitably qualified person to do so.

55. Can I cancel? Of course. You can cancel your policy at any time, without any cancellation fees.You have a 30 day cooling off period beginning on the policy start date, during which you can cancel at any time. If you do this, you’ll have any premiums you’ve paid fully refunded.

We provide this cooling off period so you have some time to check that the policy is meeting your needs. You can cancel the policy during the cooling-off period by notifying MLC Limitedin writing, or by giving us a call on 1300 411 535 between 8:00 am to 7:00 pm Monday to Friday Australian Eastern Standard time.

56A. Can I increase mycover?

Absolutely, You can apply to increase your cover to suit your needs.Just keep in mind that each application is individually assessed, so you might be required to provide some additional information.

MLC.110.001.0244



<Offer contact details if need be – 1300 411 535if appropriate however these details will be given to the client in their Welcome Pack.>

56B. Can I decrease mycover?

Of course, you can decrease your cover to a lower plan.Just keep in mind that each application is individually assessed, so you might be required to provide some additional information.<Offer contact details if need be – 1300 411 535if appropriate however these details will be given to the client in their Welcome Pack.>

57. Can I redeem my moneyif I don’t claim?

No. This isn’t a cash back policy.

58. What exclusions arethere? - EL

MLC Limited won’t pay the benefit for death or Terminal Illness arising directly or indirectly from:- suicide, attempted suicide or intentional self-inflicted injury or illness within 13 months from starting, increasing (for the increased amount) or reinstating your policy.- being under the influence of alcohol or drugs unless taken under the direction of a Medical Practitioner- involvement in criminal activity- participation in mountaineering, rock climbing, motor sports, scuba diving at more than 30 metres depth or flying other than as a passenger on a regularly scheduled flight of

a licensed commercial airline- working underground, with explosives or at heights greater than 10 metres

58. What exclusions arethere? – Accidental Death

MLC Limited won’t pay the benefit for Accidental Death arising directly or indirectly from:- an injury which occurred before you started your policy.- suicide, attempted suicide or intentional self-inflicted injury or illness- being under the influence of alcohol or drugs unless taken under the direction of a Medical Practitioner- involvement in criminal activity- participation in mountaineering, rock climbing, motor sports, scuba diving- at more than 30 metres depth or flying other than as a passenger on- a regularly scheduled flight of a licensed commercial airline- working underground, with explosives or at heights greater than 10 metres, or- an illness

58. What exclusions arethere - Injury

MLC Limited won’t pay benefits for any Injury or Fracture arising directly or indirectly from:· a Pre-existing Condition· attempted suicide or intentional self-inflicted injury or illness· being under the influence of alcohol or drugs unless taken under the direction of a Medical Practitioner· involvement in criminal activity· war or warl ke operations· participating in professional sports, or dangerous pursuits including mountaineering, rock climbing, boxing, caving, motor sports, yacht-racing, horse-racing, jet-skiing, martial arts,

off-piste skiing, potholing, skydiving, scuba diving at more than 30 metres depth or diving in a cave· flying (other than as a passenger on a regularly scheduled flight of a licensed commercial airline)· working underground, offshore in the oil gas or petroleum industry, with explosives, or at heights greater than 10 metres; and· any disease, illness of any kind (including mental illness), or surgical treatment.

Limitations of Osteoporosis

MLC.110.001.0245



In addition to the above,· We won’t pay a benefit for any Fracture where osteoporosis has been diagnosed before the start of the policy.· After the start of the policy, if you are diagnosed with osteoporosis the Fracture Benefit will only be paid once. No further Fracture Benefit will be paid for the life of the policy. If

you have received a Fracture Benefit prior to being diagnosed with osteoporosis, you will still be eligible for one more Fracture Benefit subject to the maximum total payablefor the life of the policy.

58b Duty of Disclosurestatement

Now, <customer name>, I just need to tell you about your Duty of Disclosure which is in the Product Disclosure Statement. In short, it means that you need to be honest and truthful or it

may affect your claim, or result in cancellation of the policy. Do you understand your Duty of Disclosure?

Await affirmative response

59. Are my accounts detailssecure?

Absolutely. All personal information, including your account details, are secure. I don’t have any access to your account details.

MLC.110.001.0246