From John Griffiths

It’s been a busy three months since our last newsletter. I mentioned we were planning a quick trip to the UK to see family. We stayed in an amazing little country village where we enjoyed brisk but enjoyable walks each morning. Since being back, I’ve travelled to Adelaide twice to meet more and more of you and get to know Adelaide and the surrounding areas. The constant feedback that I receive is that it’s hard for you and your clients to deal with insurers. Starting at the pre-assessment process all the way through to policy administration, working with claims and the ongoing service of your client’s claims. More on that soon.

Last week the FAAA held their roadshow in Adelaide which I attended. Personally, I think having a more united voice for the advice community is a big step in the right direction. It was good to hear from Sarah and David about some of the quick wins they are hoping to achieve.

It continues to be an extremely busy time at NEOS. Recently we trialled a new process called TelDoc, which involves making a 15-minute tele booking with the client’s doctor to complete a BMR (brief medical report) over the phone rather than waiting for the doctor to complete forms and send them back. So far, the results have been really positive.

The average processing time for a NEOS BMR is 17 days. By implementing the TelDoc service, a BMR is taking on average 9.5 days which is 56% faster! This is just one example of how we’re making life easy for advisers and are continually looking for ways to improve the application process.

As you would already be aware, the NEOS Life Platform currently offers two products – NEOS Protection and Encompass Protection – providing you with choice while we continue to deliver the NEOS Experience. Watch out for some exciting updates coming soon.

Thank you for your continued support and partnership, it’s greatly appreciated and not taken for granted. I look forward to continuing these relationships into the future. As always, please reach out and I look forward to meeting with you soon.


With EOFY around the corner, we’re committed to helping you get any outstanding business over the line by 30 June. As busy as this time may be, it’s also a good time to review your clients’ plans and policies to ensure they have adequate cover.

Here’s how we can help you get business done by the 30 June deadline.

  • The NEOS Experience – Our super-fast turnaround, streamlined underwriting and friendly service is all part of the NEOS Experience and means we get business done quickly.
  • The NEOS Life Platform – With NEOS, you have access to two high-quality life insurance products through one easy-to-use platform.
  • Dedicated support – Your dedicated BDM, underwriter and service consultant are here to support you.
  • Work with the best – NEOS was named 2022 AFA Life Company of the Year and was also recognised at the 2023 Adviser Ratings’ Awards winning all the service category awards.

At NEOS, you’re working with the best.


We understand the importance of continuing professional development (CPD) hours for advisers. That’s why we’re running regular webinars from our growing library of accredited presentations.

If you have any suggestions on topics you’d like to see covered in our webinar series, please don’t hesitate to let me know.


In the coming weeks, we’ll write to you regarding some exciting enhancements to NEOS Protection that will benefit new and existing plan holders.

The changes will help ensure that NEOS Protection continues to provide a competitive, sustainable offering that meets the best interests of your clients.


In the coming weeks, we’ll write to you regarding some exciting improvements to Encompass Protection that will benefit new and existing policy holders.

The changes will help ensure that Encompass Protection continues to provide a competitive, sustainable offering that meets the best interests of your clients.


The Life Insurance Code of Practice was introduced in July 2017 and set important benchmarks to ensure that consumers can take out life insurance with confidence, that, if the time comes, their life insurer will be there to support them.

The New Life Code, which will come into force on 1 July 2023, introduces over 50 new important consumer protections that cover every aspect of how customers interact with their life insurer – from the way products are designed, to how they are sold and for those customers who make a claim.

Key changes are around new protections for customers going through times of vulnerability, financial hardship or experiencing a mental health condition. NEOS is developing customer facing policies to support customers requiring additional support. These will be hosted on our new NEOS Group website page.


In case you haven’t heard, NEOS was named the Overall Platinum Life Company at the 2022 AFA Life Company of the Year awards.

In addition to this, we also won the Service Quality award (for the second year in a row), the Underwriting Team of the Year award (for the fourth year in a row) and the BDM/Support Team of the Year (for the third year in a row).

NEOS Protection also won product awards for Term and TPD Cover, and we were finalists for Income Protection and Trauma products.

Not only did we win AFA Life Company of the Year (even though we’re not an insurer), we were also recognised at the 2023 Adviser Ratings’ Adviser Choice Awards, winning all the service category awards – including Ease of underwriting, Platform Functionality, Adviser Support and Claims Handling – all for the second year in a row!

Paying claims is the sole purpose of this industry. That’s why we’re especially proud of this achievement and to see our commitment to delivering a great claims experience being recognised. If you missed our post on LinkedIn, hear what financial adviser, Daniel Isenhood had to say about his recent claim experience with NEOS.

We were also finalists for the Best Retail Life Insurer, Competitiveness of Product and Comprehensiveness of Modules making us a winner or finalist in seven of the nine award categories.

These awards are a testament to the dedication and professionalism of our employees in delivering the NEOS Experience to our customers, licensees, advisers and insurance partners.

If you’re not already working with the leader in Australian life insurance, or if you need a hand getting business submitted by the EOFY, get in touch today and let us show you why NEOS is the right choice.


We want to ensure we’re providing solutions to make advisers’ lives easier. So, if there’s anything you feel we could be doing better or if you have any suggestions on how we can improve the NEOS Experience, please let us know.

While this edition of our newsletter has highlighted some of the great successes we’ve recently had, we’re not too proud to think that we can’t be better.

Please don’t hesitate to reach out to me as your State Manager or alternatively your BDM. We’d love to hear from you! And of course, positive feedback is also appreciated.

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