4. Client

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4.1 Create a Client Contact

Client Contact Not in the System: An individual (new client) who is interested in getting a policy will need to be invited using the “Create new client contact” button under the Organisation tab. 

Genistar Representative: If they are a representative in the system, you can search their name in the “Representative” tab and invite them as a client. 

4.2 Servicing Representative

Process: How to change servicing representative?

If you are EVP level or higher, you can change both your own personal clients and your downline team’s clients. Non-EVP representatives do not have this feature.

  1. EVP will need to log in to their Genistar online account.
  2. Search the client via the “Client contacts” tab or “Global search.”
  3. Then, access the “Client review” page.
  4. There are three tabs on the right. In the “Overview” tab, EVP can click on the “change servicing representative” button.
  5. They will be directed to a page to confirm the details of the new servicing representative.

Rules: Can

  • Only EVPs of their downline team’s clients can change the servicing representative.
  • Servicing representatives, if non-EVP level, along with their EVP upline can access the client’s details, complete and submit their client applications.
  • Servicing representatives can refer other products like wills, mortgages, etc., to their clients, given that relevant competencies are completed.
  • Once FSC has updated Life application policy details in Genistar online, submitted credit will go to the servicing representative whose name is linked to the application at the point of EVP approval.

Rules: Can’t

  • A client cannot be their own servicing representative.
  • If the servicing representative is not an EVP or above level, then they cannot change the servicing representative of the client.

4.3 Terminated Servicing Representative

When a representative has resigned, or their account is terminated, they will not be able to service any clients or access Genistar online. All the clients under those terminated or resigned representatives will be rolled up to their direct EVP upline. Please note that this process is currently manual.

Rules: Can

  • Clients of terminated representatives will be rolled up to their EVP upline.
  • Currently, EVPs can either request FSC by emailing, which is ideal for bulk roll-ups, or EVPs can change the servicing representative themselves one by one if there are not many.
  • Currently, clients of deceased servicing representatives are rolled up to EVP upline manually.
  • If a client wishes to be serviced by another representative within the same baseshop of the current servicing representative or someone outside the baseshop of the current servicing representative, it should be requested with an email confirmation from the client.
  • EVP of the current servicing representative must then change the servicing representative as per the client’s request.

4.4 Client Transfer

There are two ways you can action client transfer:

Process: How to transfer clients from one baseshop to another?

  1. Requests must come from the EVP of the servicing representative, EVP themselves for their personal business, and/or client’s written confirmation to be sent to FSC via email to action as long as the criteria of transfer are met.
  2. EVP can action the transfer via Genistar online by inviting the client.
  3. Click on “Create a new client.”
  4. Enter the client’s details in the relevant spaces.
  5. A confirmation box will appear if the client is eligible for transfer.

Rules: Can

  • Clients will be released if Fact Find has never been submitted and,
  • Their client review remains unmodified for 30 days.
  • The servicing representative hasn’t changed in the last 30 days.
  • A client’s full name, D.O.B, email address, and phone number must match the existing details in the system for the transfer question to be triggered. These details must match.
  • EVP can request another EVP to change the servicing representative by contacting them directly.

Rules: Can’t

  • Un-serviced contacts created before September 2019 are no longer able to be transferred to a different servicing representative via Genistar online.
  • This can be done manually. The current EVP upline of the servicing rep of the client must be contacted directly. Upon request, EVP can change the servicing rep to the new servicing rep if happy to proceed.

4.5 Address Change

Process: How to change address if I am a client?

  1. The servicing representative of the client will need to log in to their Genistar online account.
  2. Click on the “Organisation” tab.
  3. Then click on “Client contacts” and “Show client contacts.”
  4. Search for the client’s name.
  5. Access the recent client review and open Fact Find.
  6. If unlocked, amend the address, and save it. If not, you can start a new client review and update the address via the Fact Find.

Rules: Can

  • To change the residential address for clients, servicing representatives can do this via the Fact Find page of the client.
  • Clients can inform their servicing representatives should they move homes. This update should be forwarded to the Vitality team as well.

Rules: Can’t

  • Clients cannot directly update their address in the system.

4.6 Partner Profile

When we refer to a client as a “partner,” it means that the primary client has their spouse or partner in the system as a client, but they are linked to the primary client’s profile.

Rules: Can

  • Partners of primary clients can also have their own separate Life policy.
  • Partners of primary clients can be invited as recruits to become representatives.
  • Partners of primary clients can be referred to third-party providers for products like wills and trusts, mortgages, B&C insurance, etc.

Rules: Can’t

  • We currently do not have an automatic process for when the primary client and their partner have separated/divorced and want to be delinked.
  • EVP will need to inform FSC to delink or
  • The “partner” of a client needs to be invited as a “client” separately by the servicing representative.
  • The “partner” of a client does not automatically have their own client account because they are linked to the primary client.

4.7 Third Party Providers Referral

We currently have six providers who offer various products like wills and trusts, mortgages, B&C insurance, etc. Genistar representatives can refer their clients to these providers via Genistar online.

Process: How to refer products to third-party providers.

  1. Referring representative must complete relevant competency to be able to refer products to third-party providers.
  2. Ensure the client who is getting the referred has also been created/invited as a client in the system.
  3. Access “Overview” tab of Client review of the client.
  4. Select the product.
  5. Click on “Refer now”.
  6. This will direct you to another page where details will need to be filled out based on the product(s).
  7. Once submitted, relevant providers will be able to access these details on their account and contact the client directly.

Rules: Can

  • Client and their partners can be referred to third party provider products together or separately. Please ensure the partner of the client has also been invited as a client separately should they want to be referred products solely.
  • If a client is also a representative in the system, their EVP upline can change the servicing representative to themselves should they want to self-referral.

Rules: Can’t

  • Clients cannot be referred third party providers’ products if the referring/servicing representative have not got relevant competency.

4.8 Client Login Portal

Currently, clients have their own login portal where they can access their Financial Plan. This will need to be actioned manually.

Rules: Can

  • Servicing representatives can create login for their clients once the Financial Plan has been generated.
  • Clients can view their financial plans through the portal.

Rules: Can’t

  • Currently, clients cannot change their own address or upload their ID in the portal. Their servicing representative will need to update it via Client review.

4.9 Deceased Clients

When Genistar is informed that a client has passed away, the representative must act with sensitivity, professionalism, and urgency. Compliance protocols ensure legal requirements are met and beneficiaries are supported appropriately.

  • Currently, servicing representatives and/or their upline EVP must inform FSC if their client have passed away.
  • FSC will search the client in Genistar online.
  • Access their status and select “Deceased”.

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CreatedTapashya Sunuwar24.07.2025