Q&A PDF - Call Script for Unqork (IT Platform)

CALL SCRIPT FOR UNQORK (IT PLATFORM) ANSWER CALL: AON MALAYSIA, Good morning/afternoon/evening. This is [NAME], how can I help you today? Before we proceed, can I have your name and which firm you're calling from? TOPIC...

CALL SCRIPT FOR UNQORK (IT PLATFORM) ANSWER CALL: AON MALAYSIA, Good morning/afternoon/evening. This is [NAME], how can I help you today? Before we proceed, can I have your name and which firm you're calling from? TOPIC Q A WHAT IS AON Aon is an insurance broker. We act as an intermediary between clients and insurers to provide the best insurance solutions for our clients. We've been established in Malaysia for 57 years, since 1967. We have 2 offices in Malaysia, our main office is in Bangsar South, KL and we have another branch in Penang. AON also has other solution lines as well such as Health Solutions, Reinsurance Solutions and Wealth Solutions. 2025 PREMIUM What is the premium for the Mandatory PI for The Mandatory PI base premium for 2025 is RM1,007 per lawyer 2025? The premium of RM1,007 is 15% less than the 2024 premium of RM1,185.45 which Aon managed to negotiate with insurers LOGIN DETAILS 1. I did not receive the email with my login details / Please let me have your name, your firm name and the email address of the partner in (LAW FIRM I did not receive the renewal invitation. What charge that usually completes the PII renewals. DASHBOARD) should I do? [If Firm Name can be found in 'Firm Master List' and email address DOES NOT match info given on the call] It appears that a different email address has been registered with us for PII renewals. Could you please email us and let us know (i) the Partner in Charge of Insurance Matters and (ii) the email address that should be registered in our system in order for us to send the login details to you? [If Firm Name CANNOT be found in 'Firm Master List'] We cannot seem to locate your firm in our directory at the moment. Could I please have your name and telephone number so that I can investigate internally and call you back? INTERNAL : PLEASE CHECK THESE STEPS: 1. Search for Firm Name given in 'Firm Master List' Excel document. 2. If Firm Name can be found, look at Column Q for email address registered with this Firm and Column R for Partner in Charge registered with this Firm. 3. If Firm Name cannot be found, we need to check if Malaysian Bar's Membership Department has given us details of this firm. If yes, this needs to be added to Unqork via Aon Admin. If details have not been given, we need to ask the Firm to send an email with Bar Council's No Objection Letter. 2. I forgot my password. What should I do? Please click on 'Forgot Password' and follow the instructions sent to your email 3. How do I start applying for the mandatory PI? Please click 'Apply' to begin the renewal journey. FIRM DETAILS 1. Can I edit the Partner in charge of insurance YES this field is editable-TBC matters from your platform? 2. Can I edit the firm's address? YES this field is editable 3. Can I edit the email address? Unfortunately you will not be able to edit the email address from your end but we can do it for you. - You will have to send an email to us at [email protected] with your request. 4. Why can't I edit the email address? Why do I This is for security purposes to ensure that the right partner in charge for PII renewal have to email you in order to make this change? receives the renewal invite. 5. Where can I check my firm code? You should be able to find this in the Bar Council No Objection letter when you first set up the firm. 6. My firm name is incorrect, how can I change We can make this change for you. Please email us with the request and include the Bar this? Council No Objection letter received when you first set up your firm as a supporting document and we will update the name. 7. Why can't I proceed to the next page? Could you please check that all mandatory fields have been filled? Please also ensure that the number of branch offices match the list of addresses in the table at the bottom. LEGAL 1. How do I add a Legal Assistant to the list? You can add a Legal Assistant by clicking on 'Add Another Practitioner' PRACTITIONERS 2. How do I add / edit / remove a Partner / If you wish to add, edit or remove a ‘Partner’, ‘Consultant’ or ‘Sole Proprietor’, please Consultant / Sole Proprietor to the list? send us an email together with a copy of the Bar Council letter approving the changes and we will update it in the system for you. 3. Why can't I make changes to a Partner / This is a requirement from Bar Council to ensure that the details recorded during this PII Consultant / Sole Proprietor in the platform? renewal mirrors Bar Council's records. 4. How do I remove a Legal Assistant from the list? You can do so by clicking on 'Delete' next to the name of the Legal Assistant you wish to remove.  remove. 5. What does 'Add Firm Details' mean? This is to add your previous firm history, that means the firms that you have worked at in the past.(Only for the past 5 years) 6. Why do I need to add my previous work history? This is so that insurers will know under which firm's policy a legal practitioner is covered under at any given time. NON ADMITTED 1. What is a Non Admitted Staff? These are the staff in the firm that is not already named in the previous Legal STAFFS Practitioner section. This includes Office Managers, Secretaries, Clerks, Para-Legals, Typists, Despatch staff etc 2. Are chambering students / pupils included as Yes non admitted staff? 3. How does the numbering work? Part-time staffs, should be 0.5, full time staff is considered 1. Example: 3 full time and 1 Part Time Non-Admitted Staff = 3.5. 4. Will I be able to add more staff after I make You can change the number of staff during the next renewal. It would not be necessary to payment for this renewal? (renewal made in inform us of the changes to the number of staff after you have purchased your PII. GROSS LEGAL FEE 1. Why do we need to disclose our gross legal This is a requirement from Bar Council - it has also been asked in the previous years INCOME income? during renewal. 2. What is USA and Canada fees? This relates to legal fees earned for work done in Malaysia or elsewhere for clients with an address in the USA or Canada or owned/controlled by person(s) domiciled there. 3. What is Worldwide excluding Malaysia, USA & This relates to legal fees earned for work done in Malaysia or elsewhere for clients with an Canada fees? address outside of Malaysia, USA or Canada or owned/controlled by person(s) domiciled there. 4. What if I don’t know how to differentiate the We would appreciate if you can disclose all information to the best of your knowledge. fees earned in Malaysia, USA, Canada and Worldwide? This will not affect the premium for your PI coverage, however if you choose to purchase the optional products in particular D&O as well as the Cyber coverage then the 5. Will gross income affect my premium? gross income be used to calculate the premium. Cannot do online, have to fill out proposal firm manually and email to us. The proposal form is linked to the page, just click on the word "Here" and you need to fill out the form 6. What if I want to add wordwide coverage? manually. 7.Does the cover starts right after i fill out and send No, the proposal form needs to be preagreed by the Insurers. We will forward this to the the form? Insurer and they will provide a quote for you. Including USA/Canada - 25% extra premium 8. What is the premium for worldwide cover? Excluding USA/Canada - 10% extra premium NATURE OF WORK 1. How to know/calculate the percentage of work? The percentage here is based on the Gross Legal Fees entered in the previous page. For example, if 30% of your Gross Annual Legal Fees last year came from conveyancing, please enter 30% under the Conveyancing category listed. 2. Why can't I proceed to the "Save and Continue"/ Make sure all the mandatory fields are completed (input "0" if not applicable) and the next step? total amount of the percentage adds up to 100%. if "All Other Work" is included, provide a description. You should be able to proceed to the next step. CLAIMS EXPERIENCE 1. Why can't I make changes on the Claims Loading The claims loading information was provided to us by your current insurers. information? if anything needs to be amended,please email us with the reason why the information is incorrect, together with supporting documents. We will check with your current insurers and get back to you as soon as we receive a response. 2. What is claims loading? Claims loading is an additional amount payable by the firm if the firm has notified a claim in the past and insurers made payment towards the claim 3. How is claims loading calculated? Claims loading is calculated as follows: 1. Either 5% of the total amount paid by insurers OR 5x the current year base premium (of the firm), whichever is lower. 2. The claims loading amount will be applied upon renewal over a period of 5 years from the date of notification 3. The maximum cap of claims loading payable is up to 25% of the amount paid for that particular claim. An example to illustrate the above: Firm A (2 lawyer firm) notifies a claim in 2022. Insurers pay RM100,000 towards the settlement of the claim in 2024. 2025 Claims loading applicable: 5% of RM100,000 or 5 x Base Premium, whichever is lower: 5% of RM100,000 = RM5,000 or 5x Base Premium (RM1,007 x 2 lawyers = RM2,014) = RM10,070 RM5,000 is the lower amount and will be the claims loading payable in 2025. Total premium payable by the Firm: RM2,014 (Base Premium) + RM5,000 (Claims loading) = RM7,014 (not including Service Tax payable) Claims loading is payable for 5 years from the date of notification. If claim is notified in 2022, the last year that claims loading is applicable is 2027.  4. I have a claim / circumstance which I have not Please contact your current broker, Marsh immediately with details of the claim. Their notified yet. How do I notify this? email address is [email protected]. 5. Why do we notify to Marsh and not Aon if you Aon is the broker for the PII Scheme from next year (2025) onwards. That means we are are the brokers doing the renewals? only responsible for notifications under the Mandatory PII policy from 1st January 2025 onwards. Aon's role for this year is to process the PII renewals for 2025 Until 31st December 2024, Marsh will continue to be the brokers of the PII Scheme - all notifications until then has to be made to Marsh. MANDATORY 1. What is the base excess? The base excess is the first amount which must be paid by the firm in the event of a PROFESSIONAL claim. INDEMNITY The Insurer's liability applies where the claim exceeds the base excess. 2. How do I know what my base excess is? The base excess of your firm is as per Annexure 1 of the Master Policy which can be found on the Praktis website (www.praktis.com.my/pii/policy-documents) It starts at RM10,000 for a one-lawyer Firm up to RM250,000 for a firm with more than 48 lawyers. The base excess is determined by the number of lawyer in your firm. A firm can opt to reduce their base excess at an additional premium. 3. How does the reduced base excess work? You can opt to reduce your base excess by half. For example, if your base excess is RM10,000, you can opt to reduce it by half to RM5,000 by paying an additional premium. 4. How much is the additional premium to opt for The additional premium is 10% of the reduced base excess amount. For example, if your the reduced base excess? Standard Base Excess is RM10,000 and your reduced base excess option is RM5,000, your additional premium will be 10% of RM5,000 = RM500. 3. What does Any One Claim basis mean? Any One Claim basis, which means the mandatory limit is available for each and every claim brought against the policy. For example, if your mandatory limit is RM250,000, each and every claim that you bring against the policy will have the same limit. HOWEVER, please note there is a sub-limit for misconduct claims. Please see Clause 11(a) of the Certificate of Insurance for further details on sub-limits. OPTIONAL 1. I don't want to purchase any Optional Coverages. Please check the box at the bottom 'Not Interested in adding Optional Coverages' and COVERAGE How do I proceed to pay for the Mandatory PII? click 'Save and continue' and you should be directed to the 'Complete Statements' page. 2. I want to purchase some of the Optional Please check the products that you are interested in purchasing; You will be redirected Coverages. How do I proceed? to the individual products page TOP UP What are the limits stated in the dropdown? The limits in the dropdown are the total limits, which includes your mandatory limit + PROFESSIONAL your top up limit. This can be seen at the bottom of the screen. INDEMNITY How do I find out further information on Top Up? On the Top Up Professional Indemnity page, please click on the 'here' word that is hyperlinked at the top of the page. Alternatively, please click on the 'Menu' tab on the top right of the screen, click on 'Products' and look for 'Top Up Professional Indemnity' CYBER 1. How do I find out further information on Cyber? On the Cyber page, please click on the 'here' word that is hyperlinked at the top of the page. Alternatively, please click on the 'Menu' tab on the top right of the screen, click on 'Products' and look for 'Cyber' 2. Why can't I proceed to the next page? If you have answered 'No' to any of the underwriting questions, you will unfortunately not be able to proceed to purchase Cyber through the Aon portal. Please check the box at the bottom of the page to 'proceed without purchasing Cyber' and you should be directed to the 'Complete Statements' page. DIRECTORS & How do I find out further information on Directors On the Directors & Officers page, please click on the 'here' word that is hyperlinked at OFFICERS (D&O) & Officers (D&O)? the top of the page. Alternatively, please click on the 'Menu' tab on the top right of the screen, click on 'Products' and look for 'Directors & Officers' Why can't I proceed to the next page? If you have answered 'No' to the Declaration, you will unfortunately not be able to proceed to purchase D&O through the Aon portal. Please check the box at the bottom of the page to 'proceed without purchasing 'D&O' and you should be directed to the 'Complete Statements' page. OFFICE How do I find out further information on Office? On the Office page, please click on the 'here' word that is hyperlinked at the top of the page. Alternatively, please click on the 'Menu' tab on the top right of the screen, click on 'Products' and look for 'Office' Why can't I proceed to the next page? If you have answered 'No' to any of the underwriting questions, you will unfortunately not be able to proceed to purchase Office through the Aon portal. Please check the box at the bottom of the page to 'proceed without purchasing Office' and you should be directed to the 'Complete Statements' page. COMPLETE 1. Questions on Aon Marketing Consent The Aon marketing consent is optional and unticked by default. You do not have to tick if STATEMENTS you do not wish to receive updates from Aon and will still be able to proceed to payment. 2. Do I have to tick all the boxes? The first and second box is mandatory. First box is part of our compliance and the 2nd box is a requirement from Bar Council. The last box which is Aon Marketing Consent is optional. SUMMARY 1. Where can I find the total amount that needs to This can be found on the bottom left of the screen be paid? PAYMENT 1. How do I make the payment? You can make payment either by: 1. Credit / debit card payment 2. Bank Transfer : You can make the payment via Bank/GIRO transfer to the following account. Account Name: Aon Insurance Brokers (M) Sdn Bhd Account No: 002-00868619-300 S.W.I.F.T Code: HBMBMYKL Please use your invoice reference number as your payment reference when making the transfer. You can find the Invoice reference number in the invoice we email you after you click ‘complete order’. Once payment has been made, Please confirm payment to the above bank account by emailing a copy of your receipt to us at [email protected] 3. Cheque: You may pay with Cheque too made payable to “Aon Insurance Brokers (Malaysia) Sdn Bhd” BUT the Cheque must be deposited directly into our HSBC bank account stated above. We cannot receive cash or physical cheques. 2. When can I get my policy documents? If payment is made by Credit / Debit Card you should get your policy document as soon as payment goes through. If payment is made by bank transfer / cheque, you will receive your policy documents once our Finance team have confirmed payment has been received. This should take a few days. After payment is confirmed, the policy documents will be sent via email and will also be available for download on the Dashboard by clicking on the 'Docs' icon. 3. When can I get my invoice? The Invoice will be emailed as soon as you click "complete order". You can also download the invoice on the Aon portal by clicking on the 'Docs' icon. 4. Why is there no FPX option available? We only accept the 3 payment methods mentioned earlier for the time being but rest assured that we are currently working on providing an FPX solution. 5. When will FPX be available? We are unable to give a firm date at the moment but it will not be for 2025 renewal. But rest assured we are in the midst of working towards providing an FPX solution. PII - Professional Indemnity Insurance Our email address: [email protected] Our telephone number: 03-2773 7059