Our founding team have decades of experience in the life industry. They live and breathe life insurance and it’s this passion that’s brought them together with the shared vision of setting a new standard in life insurance.
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Frequently Asked Questions FAQs
While our team are available and happy to answer any questions you might have, we appreciate that sometimes it’s faster simply to find the answer yourself. That’s why we’ve created this frequently asked questions page – so that all the most commonly asked questions about NEOS Protection, our products and our processes, can be found in one central place.
NEOS Protection is a highly-rated suite of life insurance cover types available as self-owned or superannuation owned plans that will meet the needs of the majority of clients, at very competitive prices. The cover types available under NEOS Protection include:
| Cover | Available as | Maximum sum insured at entry |
|---|---|---|
| Life Cover | Stand-alone | $5,000,000 |
| Total & Permanent Disability (TPD) Cover |
Stand-alone Attached to Life Cover Linked to Life Cover Split |
$3,000,000 |
| Critical Illness Cover | Stand-alone Attached to Life Cover Linked to Life Cover |
$1,000,000 |
| Child Cover | Stand alone | $200,000 |
| Income Support Cover | Stand-alone Split |
$30,000 per month |
Tags: Product
NobleOak Life Limited (NobleOak) ABN 85 087 648 708 AFSL 247302 is the issuer of NEOS Protection life insurance products.
NobleOak is an APRA regulated friendly society is one of Australia’s longest standing insurers.
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NobleOak Life Limited (NobleOak) is the issuer of NEOS Protection. As NobleOak is a friendly society, they issue plans, not policies.
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Our application system only supports one insured person per plan. This streamlined process ensures your clients are covered as quickly and painlessly as possible.
Your dedicated sales manager will be confirmed in your adviser welcome email once you have completed the NEOS Protection adviser registration.
If you would like to get in touch with a member of our sales team, contact us on:
Phone: 1300 881 756
Email: adviser@neoslife.com.au
Not a registered NEOS Protection adviser? Register your interest here
Tags: Adviser Services
Simply complete our ‘register your interest’ form available here
Alternatively, please don’t hesitate to contact our sales team directly on:
Phone: 1300 881 756
Email: adviser@neoslife.com.au
Tags: Adviser Services
NEOS Online is our fully integrated adviser dashboard, quote and application system.
To login into NEOS Online click here
Not a registered NEOS adviser and can’t access NEOS Online? Register your interest here
Tags: Adviser Services
You can access NEOS Online via our website – simply click on the ‘Adviser login’ button in the top right corner of our website.
You can only login to NEOS Online if you’re a registered NEOS adviser. Not a registered NEOS adviser? Register your interest here
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If you’ve lost your user ID, please contact our Adviser Services team on:
Phone: 1300 881 756
Email: adviserservices@neoslife.com.au
Tags: Adviser Services
If you’ve lost your NEOS Online password, simply follow the ‘forgot password’ link available on the NEOS Online login screen.
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Our Adviser Service team can assist with your administration and commission enquiries. To get in touch, contact them on:
Phone: 1300 881 756
Email: adviserservices@neoslife.com.au
Tags: Adviser Services
Our aim is to make life as easy as possible. We’ve therefore limited the number of forms your client needs to complete to the absolute minimum.
In the first instance, we recommend you get in touch with our underwriting, service or claims team – they’ll be able to confirm the most efficient way to manage your enquiry or request. Our team can be contacted on:
Phone: 1300 881 756
Email: customerservice@neoslife.com.au
Alternatively, you can access the forms we do have here
Tags: Adviser Services
You can access a copy of the NEOS Protection Product Disclosure Statement here
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Yes, you can order printed copies of the NEOS Protection PDS via our online ordering portal available here
To order printed PDSs, you must be a registered NEOS adviser. Not registered with us? Register your interest here
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No, NEOS accepts online applications submitted through NEOS Online only.
However, if you’re meeting with a client and won’t have access to NEOS Online, we’ve created a data capture form – this form allows you to collect the information required to complete the online application when you return to the office. You can access our data capture form here or order printed copies here
We accept direct debit payments from a credit card or bank account only. This ensures your client doesn’t accidentally forget to pay their premiums. The available payment frequencies are monthly and annually. Payments via cheque or BPAY are not accepted.
We pay commissions weekly – ensuring prompt payment and efficient cash flow.
Tags: Commissions
We appreciate that when your client needs to make a claim, they’re often experiencing a period of uncertainty and financial vulnerability. Which is why our claims process is responsive and straightforward – your client doesn’t need any further complications and unnecessary worry during this already difficult time.
Importantly, we also understand and value the role of the adviser during claims time. To help you understand our claims process, we’ve put together a brief guide.
Tags: Claims
Your client will have a dedicated claims consultant to help you both through the claims process. The dedicated claims consultant will clearly set out what information we need in order to assess your client’s claim. Your client can then decide whether they would like to submit their claim over the phone or via the more traditional approach of completing claims forms.
Generally, you can expect that we’ll require the below:
- an initial claim form – whether completed by your client or captured by us over the phone
- an initial Medical Attendant’s Statement – we’ll contact your client’s medical attendant on their behalf; and
- proof of identification.
Depending on the type of claim, we may also require additional medical or financial evidence. We’ll make sure we clearly explain why any supporting information is required.
When providing details about your client’s claim to us, it’s always best that both you and they provide as much detail and clarity as you can. This will help us to work as efficiently as possible.
Tags: Claims
You can contact our claims team on:
Customer phone: 1300 090 188
Adviser phone: 1300 881 756
Email: claims@neoslife.com.au
Tags: Claims
Life insurance, sometimes also referred to as life cover, provides a lump sum payment if the insured person dies or is diagnosed with a terminal illness. This money can be used to pay off debts such as a mortgage, cover daily living expenses or be saved for future needs such as school fees.
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TPD cover provides a lump sum payment if the insured person becomes totally and permanently disabled. This money can be used to help pay medical expenses or cover the cost of necessary lifestyle changes.
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Critical illness cover provides a lump sum payment if the insured person suffers critical illness. The money paid can be used for any purpose; whether it’s to seek specialised medical treatment, reduce debts or make necessary lifestyle changes.
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Child cover provides a lump sum payment if the insured child dies, is diagnosed with a terminal illness or suffers a critical illness. It provides financial support to help a family concentrate on what’s important.
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Income Support Cover replaces up to 70% of the insured person’s income if they’re unable to work due to illness or injury. This can help cover day-to-day expenses such as school fees and mortgage and car repayments; allowing the insured person to focus on recovery.
Tags: About life insurance
A beneficiary is the person (or people) you choose to receive your life insurance benefit if you pass away while you’re covered by a life insurance plan. If you’re choosing more than one beneficiary, you’ll need to let us know what proportion of the total benefit amount you’d like each beneficiary to receive. If you wish to add or update a beneficiary nomination for your plan, you can do so at any time. Simply call us on 1300 090 188 or email us at customerservice@neoslife.com.au.
Tags: About life insurance
Your plan can be owned by a superannuation fund or outside of superannuation, by you or a legal entity. Your financial adviser can help you decide which ownership option is best for you.
Tags: About my plan
The set up of your plan depends on many variables, such as the cover type(s) being applied for, the cover amount and any additional information we may need to assess your application including your current health and medical history. At times, we may need to wait for information to be returned to us from other providers such as your doctor(s).
Importantly, purchasing life insurance with the guidance of your financial adviser, means you’re receiving expert advice and your life insurance plan is tailored to your individual needs.
Tags: About my plan
You may still be eligible for life insurance if you have a pre-existing health condition(s). Your financial adviser can help answer any questions you may have about these and guide you through the application process.
Tags: About my plan
NEOS Protection plans allow for one insured person per plan, so your partner will need to apply for insurance cover under their own plan.
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If you’re applying for life insurance, or increasing the insurance cover you already have, it’s important you tell us about any change in your health or financial circumstances. If during this process, you’ve forgotten to tell your adviser something about your health, we recommend you contact them as soon as possible to discuss. Alternatively, you can contact us directly by phoning us on 1300 090 188 or sending an email to customerservice@neoslife.com.au
Once you have been accepted for insurance cover, you don’t need to update us of any changes to your health, financial circumstances or occupation.
Tags: About my plan
Your plan starts when your application has been assessed and approved by us, and we have received the first premium. As soon as your cover is approved, a welcome letter will be sent to you via email, along with a plan schedule outlining the full details of your cover, including your plan’s commencement date.
Tags: About my plan
You can access a copy of the Product Disclosure Statement here
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We know that life is constantly changing, and you may need to make changes to your plan from time to time. In many cases, general plan alterations such as changes of address or bank account details can be completed over the phone. For more complex plan alterations, we may require additional information. Either way, simply call us on 1300 090 188 or email us at customerservice@neoslife.com.au and we’ll do our best to make the process easy for you.
Tags: About my plan
Yes, you can cancel your plan if you no longer need it. You can let your adviser know or simply call us on 1300 090 188 or email us at customerservice@neoslife.com.au and we’ll let you know what you need to do.
Tags: About my plan
If you cancel your plan during the cooling-off period, provided you have not made a claim, your plan will be cancelled from the commencement date and we’ll refund any premiums you’ve paid. If your cover is inside superannuation, your refund may be required to be preserved within superannuation.
If you cancel your plan after the cooling-off period, premiums are not refundable.
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Yes, your NEOS Protection plan covers you 24 hours a day, anywhere in the world.
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Guaranteed renewable means that we guarantee to renew your cover each year until it expires, provided premiums are paid when due. This means we won’t cancel cover, place further restrictions on it or increase premiums because of changes to the insured person’s health, occupation or pastimes.
Tags: About my plan
Any future improvements to the benefits provided under your NEOS Protection cover type(s) will be made available to you, provided they don’t result in an increase to your premium and don’t disadvantage you in any way.
Any improvements will apply to future claims. They won’t apply to current claims, or to claims resulting from an illness, injury or disability, which occurred before these improvements come into effect.
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Interim accident cover is designed to provide you with limited cover while your application is being assessed by us and is available free of charge. It starts as soon as we receive your fully completed application form, a completed personal statement and a completed premium deduction authority.
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Premium payments for NEOS Protection plans are paid through direct debit, either by credit card or debit card, ensuring you don’t accidentally forget to pay your premiums.
You can choose to pay your premium monthly or yearly. If you pay your premium monthly, we’ll apply a premium frequency loading to your premium, which helps cover the costs of collecting your premium on a more frequent basis.
Tags: About my plan
If you can’t afford to pay your premiums, please contact your financial adviser, call us on 1300 090 188 or email us customerservice@neoslife.com.au, and we’ll let you know what options are available.
Tags: About my plan
Call us on 1300 090 188 or email us at customerservice@neoslife.com.au and we’ll update your name and/or address for you.
Tags: About my plan
If you’ve lost your plan documentation, call us on 1300 090 188 or email us at customerservice@neoslife.com.au and we’ll send you a copy.
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We’re here, along with your financial adviser, to support you through the claims process. If you need to make a claim, we’re here to support you with personalised and compassionate attention every step of the way.
We’ll do our very best to make the process easy, and once claim conditions are met, get you paid as quickly as possible.
Tags: Claims
We promise to let you know the outcome of your claim as soon as possible. But assessing your claim may, in some instances, depend on circumstances that are outside of our control. Some claims are simple, but other claims are more involved and depend on how promptly we’re able to obtain information from you and from any relevant doctors or other third parties.
When providing details about your claim to us, it’s best that you provide as much detail and clarity as you can. This will help us assess your claim as soon as possible.
Tags: Claims
Yes, it’s important to continue paying your premiums while your claim is being assessed to ensure your cover is not cancelled.
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If you’re legally competent to apply for a claim and your claim is approved, all benefits will be paid to you or your legal personal representative. In the event that you’re judged not legally competent, we’ll pay the benefits to whomever we’re legally permitted to make payments. If your claim is approved, all benefits will be paid to you or your legal representative.
If your plan is owned by a trustee of a complying superannuation fund, and your claim is accepted, all benefits will be paid to the trustee.
Tags: Claims
If you’re concerned about the way your claim is progressing, or disagree with our response to your claim, please talk to your NEOS claims consultant first. If they cannot resolve your issue, you can have the issue reviewed by our claims manager or Claims Review Committee.
Should you remain unhappy after our internal review, you can have an external body like an ombudsman or a regulator try to resolve the issue. We’ll provide you with information about the options available and how you can contact the relevant organisation.
Tags: Claims
If you’ve made a claim, you can generally access all the information we hold about you, except for certain instances, as per privacy legislation, where we need to provide information directly to your doctor, instead of providing it directly to you.
Simply call us on 1300 090 188 or email us at claims@neoslife.com.au and we’ll organise to send a copy of your claims file to you.
Tags: Claims
NobleOak is the issuer of NEOS Protection and is an Australian Prudential Regulation Authority regulated friendly society with more than 140 years’ experience.
NEOS Protection products are reinsured by Pacific Life Re – a leading global reinsurer recognised for its unique combination of financial strength and innovative approach to risk management. Pacific Life Re also has the benefit of a 153-year history through their ultimate parent company, American life insurance giant, Pacific Life. Pacific Life has assets in excess of US$191 billion, net assets in excess of US$1.2 trillion and paid over US$3 billion dollars in benefits in 2020. Our customers can be confident that the financial strength and stability of our partners means they’re in safe hands.
At NEOS, we make every effort to try and resolve your complaint as quickly and as fairly as possible.
If you have a concern or complaint, please contact us in the first instance on the below details. We’ll endeavour to manage your complaint to your satisfaction without undue delay and we commit to acknowledging any complaint within one business day.
Call us: 1300 090 188
Email us: customerservice@neoslife.com.au
Write to us: GPO Box 239, Sydney NSW 2001
If we can’t resolve your complaint quickly, we will formally record the details, with your assistance, to ensure that it is correctly understood and progressed through the appropriate channels. This may involve external parties such as the insurer, the trustee and/or your financial adviser. There is no charge for lodging a complaint with NEOS.
We will make an arrangement with you for keeping you regularly informed about the progress of your complaint.
Please note that while insurance companies have up to 30 days to respond to complaints (45 days for superannuation complaints and 90 days for death claim complaints under superannuation), we’ll always endeavour to resolve your complaint as soon as possible.
Tags: Complaints
If you feel we haven’t resolved your complaint to your satisfaction, you can lodge your complaint with the Australian Financial Complaints Authority (AFCA). AFCA is an independent organisation, which provides free assistance to customers who have complaints about financial products and services. AFCA can be contacted at:
Phone: 1800 931 678
Website: www.afca.org.au
Email: info@afca.org.au
Address: GPO Box 3, Melbourne VIC 3001
Tags: Complaints