CLASS FAQ

Need some help with CLASS? Use the tabs below for help with quoting, renewing and administering your clients’ policies - anywhere, anytime. 

 

How to do I register for CLASS?

Simply go to the CLASS Sign In page and follow the online registration instructions for new users.

 

Can I use my Unipass?

Yes, click the ‘Register new user with Unipass’ on the CLASS Sign In page.

 

I’ve registered, but cannot see any existing policies my company runs. What can I do?

You’ll need your CLASS administrator to authorise your access first. Find out who your CLASS administrator is by clicking ‘Admin and Agency Details’ under the 'Your Profile' tab.

 

Where can I get more information on registering with CLASS?

Take a look at our CLASS User Manual for more information.

I’m trying to upload the employee data but keep getting errors. What I am doing wrong?

There are a few reasons why you’re getting an error message. The most common are:

  • You’re using the wrong template. Make sure the data has been uploaded on our sample Excel template, only filling out the columns provided
  • The spreadsheet has been saved in the wrong format. The file needs ‘.xls’ file. You can change the file type under the ‘Save As’ options
  • The spreadsheet needs to be closed down on your desktop before uploading
  • The tabs at the bottom of the spreadsheet have been changed. The tabs must read ‘Member data’ and ‘Help’

If you’re still having problems, take a look at our CLASS User Manual for step-by-step instructions to uploading employee data.

 

My quote needs to be referred to the scheme underwriters for assessment before I can continue. What does this mean?

This allows us to check how many employees we already insure at the same location. We’ll usually get back to you within an hour. An automatic email will be sent from the CLASS team once the capacity check has been completed.

Please note, when the initial red error message comes up, tick the ‘Continue entering benefit basis’ box and click next. If you do not do this, we’re unable to complete the checks.

 

Some employees travel outside Canada Life’s scheduled territories. Can you provide cover?

Possibly. Please email CLASS@canadalife.co.uk with full details, including:

  • Total number of employees in the policy
  • The locations traveled outside our scheduled territories
  • The total number of days spent in the these locations each year (for all employees)

We’ll get back to you confirming if cover is possible.

 

How do I place a policy on-risk?

In ‘Quotes’, enter the quote reference number and click ‘Search’. Now, click ‘Assume’ and you’ll be guided through the simple process.

For more information and a step-by-step guide, take a look at our CLASS User Manual.

 

Can I have a different renewal date to the commencement date?

Yes. During the on-risk process, you’ll have the option to change the renewal date. The accounts will automatically reflect the change.

 

The ‘Assume’ button is greyed out/not visible. Why is this?

The most common reason is the policy commencement date being in the past. Simply ‘Copy’ the quote and change the commencement date to one in the future.

 

You need to credit check my client. How long will this take?

You’ll usually receive a response within an hour. If the company passes, we’ll notify you by email and you can continue placing the policy on-risk. If we need more information, we’ll let you know what the requirements are.

 

Why am I asked for members’ previous medical exclusions/decisions?

If an employee has been medically underwritten by a previous insurer, we’ll use their decision to avoid any further underwriting.

Please note, we’ll need proof of the decision and any benefits over the previously accepted level will need further underwriting.

How do I renew a policy?

When in ‘Renewals’, simply enter your client’s policy number and click ‘Search’. Click ’Renew’ and you’ll be guided through the process.

For more information and a step-by-step guide, take a look at our CLASS User Manual.

 

I’m still within the rate guarantee period. Why has the rate changed?

There are a few reasons this could be:

  • The number of employees covered or total benefit has changed by more than 25%. This will trigger an automatic rate review
  • The scheme has decreased below 10 lives and is now Single Premium costed. Each member will receive their own individual rate
  • The scheme has increased above 9 lives and is now Unit Rated. This means one rate is used to cost for the policy

 

My client’s rate guarantee has expired. Can I get a quote before renewing?

Yes. Simply enter the ‘Existing Schemes’ tab and click ‘Rate Review Quote’, complete the renewal as usual you’ll receive a quote before completion.

 

I’m trying to enter employee salaries but the boxes are greyed out. What can I do?

The most common reason is extra symbols being used. Please make sure you have not entered any extra £ signs, commas or decimal points.

 

How can I change the benefit/payment method/commission etc. at renewal?

  • Change in benefit. You’ll need to produce a new CLASS quote and email CLASS@canadalife.co.uk. We’ll apply the changes for you and send updated renewal accounts.
  • Change in payment method. If your client is paying monthly by Direct Debit, we’ll need a Direct Debit Mandate completing. Simply complete the renewal as usual and email CLASS@canadalife.co.uk requesting the change. We’ll update the policy and send revised accounts.
  • Change in commission. Simply complete the renewal as usual and email CLASS@canadalife.co.uk requesting the change. We’ll update the policy and send revised accounts.

What is Documents?

Documents is an online library that stores your clients’ scheme documents; including proposal forms, accounts, invoices or Direct Debit letters and policy documents. You can print, save or send directly to your client at any time.

 

I’ve set up a new policy, why can’t I see my client’s policy document?

If it’s a new policy, policy documents are only available after we’ve received the signed proposal form and any other requirements. You’ll get an email when they’re ready to download.

 

Where can I get more information on how Documents works?

Take a look at our CLASS User Manual for more information.

What is the Reports section?

Reports is your online hub for policy information. It lets you keep up to date with all your policies – anywhere, anytime. There are 18 reports you can download, including:

  • Scheme overview
  • Commission
  • Premiums paid and due
  • Medical underwriting history and tracker
  • Claims history and tracker

 

Why can’t I see Report after I’ve logged in?  

This is usually because your CLASS administrator hasn’t approved your access. Find out who your CLASS administrator is by clicking ‘Admin and Agency Details’ under the 'Your Profile' tab.

Once your access has been approved, Reports will be available the next day.

 

Can I see details on my non-CLASS policies through Reports?

Yes. You can use Reports for all Canada Life policies.

 

Where can I get more information on how Reports works?

Take a look at our CLASS User Manual for more information.

Canada Life Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

Canada Life International Limited and CLI Institutional Limited are Isle of Man registered companies authorised and regulated by the Isle of Man Financial Services Authority.

Canada Life International Assurance (Ireland) DAC is authorised and regulated by the Central Bank of Ireland.

Stonehaven UK Limited and MGM Advantage Life Limited, trading as Canada Life, are subsidiaries of The Canada Life Group (U.K.) Limited. Stonehaven UK Ltd is authorised and regulated by the Financial Conduct Authority. MGM Advantage Life Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority.