FAQ

General

How do I apply for MAStech services?

Given the high demand for access to MAStech services, different service levels exist to reward higher supporters of Macquarie Adviser Services, especially those that support our super products. 

More information > MAStech services.

How do my clients give me authority to act on their behalf?

Have your clients complete the third party authority form

How do my clients identify themselves, so they are AML compliant?

Have your clients complete and sign the appropriate identification form.

How do my clients setup regular payments?

Your clients can set up a periodic online payment using transact@macquarie.

If you have the relevant authority you may also do this online. Alternatively ask your client to complete and sign the periodic payment  authority form.

How do I register for online services?

Simply download and complete the Adviser Centre registration form.

Cash Accounts

How do I open a Cash Account?

You can submit an online application through Macquarie Access. Macquarie Access now has a ‘New accounts’ page which is accessible by clicking the ‘Open new accounts’ option under the ‘Clients and accounts’ tab or by clicking the ‘Open new accounts’ button on the right-hand panel. For further information view our online application page or our step-by-step application guide.

The your.client applications will continue to be available for a short period of time while users become familiar with the new process and train relevant staff.

Wrap

How do I register for Macquarie Wrap?

Registering for Macquarie Wrap is easy. Simply contact your locally-based Business Development Manager

Insurance

How do I apply online for insurance and register?

For access to the Online Insurance platform, complete the Macquarie Life Adviser Registration form. We will give you access to the Macquarie Life insurance site and issue you with a MAC code and password, or link access to your existing MAC code if you already have one. Once you have access, you can submit insurance applications online in as little as 20 minutes.

How do I speak to an underwriter?

Our underwriters are available 8am to 8pm EST Monday to Friday on 1800 005 057.

Outside these times, there is an underwriting after hours number available 24/7 for urgent issues. This number is 0414 820 126.

How do I get paid?

Commission is generated as at the date the client’s premium is received and can be paid monthly or weekly, depending on the arrangement between Macquarie and your dealer group. If paid monthly, it is paid to the dealer group on the 7th business day of the following calendar month. For example, if the client’s annual premium is drawn on the 15th of January, commission will be paid to your dealer group on the 7th business day of February. If paid weekly, the commission will generally be paid to the dealer group each Friday, for the previous Monday to Friday.

How do I keep track of my applications in progress?

Through Macquarie’s Online Insurance Platform immediate access to information on each application is provided through the Work in Progress (WIP) tracking facility.  This facility enables you to view the underwriting requirements for any application, assess the progress case notes, review copies of additional information sent to clients and add additional information or questions in relation to that application. This information is then immediately viewable to the Underwriting and Operations teams. Automatic emails can also be generated from the system direct to the adviser if something is added or changed in relation to the case, if that method of communication is preferred.

How do I speak to the claims department?

• The claims team can be contacted on 1800 208 130
• or via email to insuranceclaims@macquarie.com

A tracking note as to the status of your claim will be available on the WIP facility.