Electronic Signature Process

In May, we let you know about the new electronic signature process that is effective across the business.Since this update, we have made some changes to the processes. Please find below for the transactions you can and cannot use an electronic signature for.

What you can use an electronic signature for:

Alterations

• Cancellations
• Withdrawals
• Claim payments
• Increase/decrease in sum insured
• Addition or cancellation of benefit
• Reassessment
• Reinstatement applications
• Continuation options
• New Business options
• Loans on policy (Previously out of scope, and now in scope)

Transactions you cannot use an electronic signature for:

Death vesting (Added in as a separate transaction item for ease)

• PoA
• EPoA

The reason for the exclusion above is that both the Contract and Commercial Law Act 2017 (CCLA) and Electronic Transactions Act 2002 (ETA) expressly exclude the ability for POAs, EPOAs, Wills, and Statutory Declarations to be signed electronically.

Process

Please ensure the following takes place for all in scope electronic signature transactions:

1. Documentation sent, if via email, should be from the customer nominated email address that Resolution Life has on file or directly from yourself through the nominated email, with the customer cc’d into the email, or via the portal or 
   1. directly received from the servicing adviser via the portal, or 
   2. if sent from an Executive Assistant or any other person within the adviser business, they must cc the servicing adviser with their nominated email address included. If this is not done, confirmation needs to be sought from the Adviser.
2. Customer MUST provide valid proof of photographic identification (Please ensure that the ID provided has the relevant current expiry date included), and either
   1. A customer photograph of themselves holding up their ID provided. If the customer is not comfortable with  sending this information, step 2b will be performed. 
   2. The customer will be VOI’d to ensure that the document has been indeed signed by them.

    
The reason for requesting both a photograph of the customer holding the ID as well as receiving the information from the customers nominated email address is to reduce the risk in case either are compromised. The risk of an ID being stolen and used fraudulently and the risk of hacking an email are both high independently, but to receive both lowers the risk of it being compromised. If you have any further queries or questions, please do not hesitate our Life Adviser Operations team at lifeadviseroperations@resolutionlife.co.nz.