VIC UPDATE

In March, we let you know that we were developing an enhanced quote and apply experience across all our products. We’re excited to share that this is now only weeks away.

These changes will allow you to service your new and existing NEOS clients entirely within the NEOS Platform, helping you work more efficiently by bringing more of your day‑to‑day activities into one place.

More information will be shared in the coming weeks, including video previews and upcoming webinars – keep an eye out for new Announcements on the NEOS Platform.

If you have any questions or would like to know more, reach out to your BDM.

With only a few weeks until EOFY, now’s the time to check in with clients, ensure their cover still meets their needs, and finalise their applications.

Whether it’s fast turnaround times, platform flexibility or dedicated support, we’re here to assist you through this critical period.

Here are a few ways we’re helping you get business done, and fast this EOFY:

1. 90% of new business tasks are actioned within 48 hours. Our super-fast turnaround times streamlined underwriting and outstanding service are all part of the NEOS Experience we’re known for.
2. Over 60% of initial underwriting assessments are completed within 72 hours, with almost 70% of applications having finalised decisions within three working days.
3. Approximately 30% of applications are accepted instantly by the Underwriting Rules Engine. Additional capacity from new starters and upcoming AI driven efficiencies are expected to further improve turnaround times and consistency.
4. Tele-interviews booked within three to five working days across all three products. Any urgent or time critical appointments can always be flagged with your BDM.
5. The NEOS Platform gives you access to three products with an enhanced experience so you can service your NEOS clients efficiently and in the one place.

EOFY or not, your dedicated teams are working in sync to provide support when you need it most, regardless of the product brand chosen.

NEOS has once again been recognised for delivering an outstanding service experience, the NEOS Experience, winning Excellence in Adviser Service at the 2026 Financial Standard Industry Service Awards for Life Insurance.

This award is determined by adviser, licensee and support staff feedback, through an online survey covering key areas such as underwriting and new business, claims service and business support.

We were also named Life Insurance Product Provider of the Year (Non-Direct), Outstanding Claims Experience, Best for Quality (Non-Direct), Best for Quality – Income Protection (Non-Direct) and Best for Income Protection all for the second year in a row at the 2026 WeMoney Life Insurance Awards.

You can read more about these award on our website.

Vivo has been redesigned to make it simpler, faster and more intuitive to get the right support at the right time. Clearer service names, improved navigation, and a unified portal means less clicking, more care, whether you’re looking for expert opinions, practical recovery support, or everyday wellbeing tools.

Changes to Vivo Virtual Care

Previously, users booked services for needs such as nutrition, fitness, mental health, and medical opinions through Vivo Virtual Care.

Now, Virtual Care has been replaced by the new Vivo online portal, which offers:

• Expanded booking options, including recovery support and cancer coaching services.
• Account management tools, where users can view booking history, add family members, and update their details easily.
• Direct access to download the Vivo app from their Vivo online account.
• Links to Vivo’s education hub for live or on-demand learning.
• Links to Vivo’s online tool to search for any additional support required through government and community services.
• Automatic migration of existing Vivo Virtual Care accounts to the new Vivo portal; users simply log in to the new portal with their existing email (or reset their password if needed).

This means one unified platform for all wellbeing and recovery needs, making it easier for customers to own their health journey.

NEOS Protection new business premiums are being updated to align more closely to the latest industry claims experience, while remaining competitive for many of your clients.

The impacts of these changes vary by age and cover type, with younger clients more likely to see premiums increase and clients 40 and over more likely to see decreases or smaller increases.

Quotes and applications

Updated premiums will automatically apply to new NEOS Protection quotes created from 10 June 2026.

Quotes created before this date, including those generated via NEOS premium comparisons, will remain unchanged and may be submitted at current premiums.

Premium comparisons

New and existing premium comparisons will automatically display updated premiums from 10 June 2026.

To save a PDF copy of an existing premium comparison, just open the comparison on the NEOS Platform and click ‘Generate report’ before 10 June 2026.

Adviser guide

An updated NEOS Protection Adviser Guide will also be available from 10 June 2026.

Many insurers stop offering Critical Illness Cover to new clients at age 60 or younger, with cover expiring at age 65.

With Futura Protection, your clients can apply for Critical Illness Cover up to age 62, with cover for a wide range of events, including partial benefits under the Plus level of cover.

Most events are payable until the plan anniversary after your client turns 70, with modified terms available from then until age 80.

Life’s challenges can come at any time. With Futura Protection, your clients get extra time to secure and maintain the protection they need.

Want to learn more?

Check out the Futura Protection PDS for full details.

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.

• NEOS Protection claims management (0.5 CPD hours)
• Encompass Protection claims with Acenda Life (0.75 CPD hours)
• NEOS Platform enhancements – Quote and Apply (0.5 CPD hours)

Keep an eye on our events page for more upcoming topics.

It’s been a busy and exciting second quarter at NEOS, and we’re pleased to welcome our new Chief Information Officer, Jacqui McPherson and two talented new team members to our operations team.

Please join us in welcoming them to the team.

Jacqui McPherson – Chief Information Officer (CIO)
Jacqui has joined the NEOS Executive Team as CIO to continue to build and scale our technology capability and support our vision to make life insurance easy.

Jacqui is a highly experienced technology leader with deep expertise across financial services, fintech and regulated environments. Most recently, she served as Chief Technology Officer at Finstro, where she built and scaled the technology function, modernised core platforms, and established strong foundations across data and generative AI to support growth in challenging market conditions.

Jacqui’s appointment further reinforces our commitment to building and scaling the NEOS Platform to ensure we continue to support advisers with more efficient ways of doing business.

Operations team new starters

We’re also pleased to welcome new Service Consultant, Tate Aitchison and Tele-interview Consultant, Fleur Wilson to the operations team.

We’re thrilled to have such a strong group of professionals joining the NEOS team. Their diverse backgrounds and expertise will play an important role in our ongoing success.