3. Representatives

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Table of Contents

3.1 Address Change

Process: How to change address as a representative

  1. Login to Genistar online account.
  2. Click on “My account”.
  3. Under contact details, the representative’s address will be displayed.
  4. Click on “Update Address”.
  5. Complete the form, upload the necessary document and click “Submit”.
  6. The Compliance team will review it and approve it accordingly.
  7. The new address will then be displayed on their profile.

Rules: Can

  1. All representatives can update their own address details.
  2. If the Representative is residing at a temporary address, they should inform the Compliance team.
    1. Representatives must declare and inform of the temporary address via email to business.integrity@genistar.net
    1. The representative must then update their residential address once they have moved into their permanent accommodation via Genistar online.

Rules: Can’t

  1. We cannot accept addresses where the representative is not residing. They will need to upload proof of address as part of the check.

3.2 Bank Details Change

Process: How to upload/change bank address

  1. Login to Genistar online account.
  2. Click on “My account”.
  3. Click on “View bank account” tab.
  4. Complete the form and upload the necessary document.
  5. Submit new bank details via My Account.
  6. The Compliance team will review it and approve it.
  7. Depending on the bank, the time to accept may vary and can take up to two weeks.

Rules: Can

  1. Representatives can change the bank details for themselves.
  2. The account holder of the bank details must match the representative who is getting paid.
  3. Commission will only be paid into Compliance approved bank account.

Rules: Can’t

  1. Genistar will not accept credit cards, please be sure to use a current account.
  2. Genistar will not accept business accounts. Only personal bank accounts are allowed to be submitted for approval.

3.3 Identification Renewal

Process: How to renew representative’s Identification

  1. Login to Genistar online account.
  2. Click on “My account”.
  3. Click on “Identification” tab.
  4. Select the appropriate answers to the questions listed.
  5. Upload the relevant documents and click “Submit”.
  6. Compliance team will review it and approve it.

Rules: Can

  1. Representatives will need to upload the up-to-date Identification.
  2. Representatives will be notified prior to their expiry date to renew their identification.

Rules: Can’t

  1. Expired Identification will not be accepted.
  2. If the representatives’ identification is not up to date, commission payments cannot be processed.

3.4 Working from Overseas

Rules: Can

  1. You can continue to service your existing clients.
    1. The reason you are permitted to service an existing client whilst you are outside of the UK, is because this meets the demands of Consumer Duty and putting the client’s needs first. 
  2. You can continue to supervise your team and conduct team training.
  3. A licensed representative in your team can write new business on your behalf and split the sale with you.

Rules: Can’t

  1. You cannot write any new business for new clients if you are outside the UK. 

3.5 Inactive Reps

Currently, there are representatives in the system who have not submitted any Vitality applications, IBAs or had any other activity such as completing competencies or referring third party provider products (mortgage, wills etc.). These representatives are deemed inactive. EVPs have been instructed to go through their list of “inactive” representatives and contact them for a decision as to whether they want to:

  • Stay in the business – in which case, they will need to complete their competency.
  • Choose to resign (if they no longer wish to be a representative in the business).

3.6 Termination

If a representative is found to be in breach of contract after the completion of a Compliance investigation, that representative’s contract will be terminated, and they will no longer be able to access their Genistar online account. If they wish to rejoin the business in the future, they will need to follow the reactivation process and only once Compliance has approved the IBA, will they gain access to their account.

Rules: Can

  1. Terminated representatives can still be invited as a client in the system by their Servicing Representative.
    1. Currently, this is a manual process so EVP must email FSC to action it in the back office.
  2. If a representative status is “Terminated: Compliance, company dismissal”, they can attempt to reactivate their account however, they will be subject to Compliance review.

Rules: Can’t

  1. Terminated representatives cannot access their Genistar online account.
  2. Terminated representatives cannot write any business.
  3. Terminated representatives cannot refer clients to any third-party providers.
  4. Terminated representatives cannot recruit any new recruits.
  5. Terminated representatives will not receive any commission.
    1. Currently, any outstanding commission in their statement will remain in the system unless EVP has requested for roll ups to be actioned. EVP can request this via FSC. Please note, all negative and positive commission will be included.

If there is an investigation – the second upline will then be appointment to have oversight instead of the direct upline.

3.7 Agent Resignation

Process: How to resign

  • Representatives must inform their upline EVP about their decision to resign.
  • EVP and the representative will need to decide what they would like to do if there is an outstanding commission or negative clawback in the representative’s commission account.
  • EVP will then email business.integrity@genistar.net and cc the representative to confirm the resignation and decision on the commission/clawback.
  • Compliance team will terminate the account and update the status to “Agent resignation – GDPR”.

Rules: Can

  • At the point of resignation, representatives can request to not be contacted by Genistar. The FSC will then select the status: “Agent resignation – GDPR”.
  • Representatives can request to have their details deleted. However, please note, the company is required to keep any relevant information on policies written by them and/or their own personal policy.

Rules: Can’t

  • Resigned representatives cannot access their Genistar online account.
  • Resigned representatives cannot write any business.
  • Resigned representatives cannot refer clients to any third-party providers.
  • Resigned representatives cannot recruit any new recruits.
  • Resigned representatives will not receive any commission.

3.8 Deceased Representative

Process: How to inform FSC when a representative is deceased

  • EVPs should inform the Compliance department by emailing business.integrity@genistar.net
  • FSC will:
    • Change the representative’s supervision status to “Deceased” which will disable their account.
    • Add notes to representative’s account, with relevant Freshdesk ticket numbers.
    • Inform IT so all the client’s and representatives under the deceased representative will be rolled up to their upline EVP.

Rules: Can

  1. If the representative has qualified for code ownership:
  2. The ownership guidelines should be followed.
  3. If a representative has NOT qualified for code ownership:
  4. The representative’s account will be closed.
  5. The agent resignation – GDPR policy should be applied.
  6. All product providers should be notified.

3.9 Representative Transfers

Process: Transferring active representative to another base shop

  • If a representative wishes to be transferred to another baseshop, we will require consent from both EVPs. Please note this is a 100% transfer and only the said representative is transferred and not their entire team.
  • Both EVPs involved will need to email fsc@genistar.net together to request for the representative to be transferred.
  • This will be escalated to the IT team to action.

Rules: Can

  • Currently, releasing EVP can reject the request for the transfer should they wish.

Rules: Can’t

  • Transferring representative’s team cannot move with them to the new baseshop.

Process: Transferring a reactivating representative to another base shop

  • If a representative wishes to be transferred to another baseshop, we will require them to complete their reactivation IBA first.
    • The reactivation must be 6 months or more from the termination/resignation date for 100% transfer.
    • If reactivation is less than 6 months from the termination/resignation date then, the rep will have to be networked between the two baseshops. Please see the network request section.
  • New (accepting) EVP to email FSC to transfer the said representative if the reactivation date is 6 months or more from the termination/resignation date.
  • Currently, the reactivation IBA will appear under the existing (old) EVP’s approval.
  • Old EVP will need to approve the reactivation IBA.
  • Only once Compliance has approved the IBA, can the transfer be actioned.

Rules: Can

  • If the reactivation date is 6 months or more after the termination/resignation date, then EVP can request 100% transfer.

Rules: Can’t

  • If reactivation is less than 6 months from the termination/resignation date then, it will have to be network between the two baseshops instead of 100% transfer. Please see the network request section.
  • The representative’s team cannot move with them to the new baseshop.

3.10 Network

Process: How to action a networking agreement

  • Following steps to be taken by the releasing (25%) EVP via their Genistar online account.
    • Login to Genistar online account.
    • Click on “Organisation” tab.
    • Click on “Representative” tab.
    • Search the name of the representative.
    • Click on “Action” button on the far-right side of the page.
    • From the drop down, you will need to select “Network request” button.
    • This will direct you to another page where you will need to fill out the form. Please make sure to check the percentage and details of the individuals.
    • Once it has been requested, accepting (75%) EVP will then receive the request in the Approvals tab under Network.
    • Accepting (75%) EVP needs to approve the request for the action to be completed.
    • Please note, if there is an existing network in place for the said representative, then all parties involved, must accept for the new network agreement to take force.

Rules: Can

  1. A representative can only be networked between two different baseshops.
  2. Network requests in Genistar online is fixed at 75% Accepting and 25% Releasing EVP. If EVPs would like the percentage to be reversed, they can do so at the point of filling out the page.
    1. We do not recommend changing this percentage from 75/25 as it can be difficult to manage in the back office. However, should the two EVPs want another percentage, please email FSC to get it reviewed and actioned manually.

Rules: Can’t

  1. Currently, Network agreements cannot be reversed or cancelled.

3.11 Upline Change

Process: How to change upline within the baseshop

  • Login to Genistar online.
  • Click on “Organisation” tab.
  • Click on “Representative” tab.
  • Search for the name of the Representative.
  • Click on “Action” button on the far right.
  • Select the option “Upline change”.
  • You will be directed to another page to fill out relevant information. Please double check before submitting the change.

Rules: Can

  • This can only be actioned by the rep’s current upline EVP.
  • The representative can only be transferred to a new upline within the same EVP’s baseshop.

Rules: Can’t

  • Upline change doesn’t involve percentage agreement like network.

3.12 Promotion

Promotion can be achieved through meeting the requirements to attain each level. Genistar online has been set up to promote individuals automatically should they meet the requirements for promotion. If an individual’s promotion is not captured automatically, EVPs and Compliance team can manually action the promotion when appropriate.

Process: How to manually promote

  1. EVP can search for the representative who is supposed to be promoted.
  2. Click on Promotion report.
  3. When directed to the promotion report page, there is an option to promote the individual by selecting the level they are getting promoted to and that it will be counted from the next Genistar business month.

Rules: Can

  • The system will automatically promote representatives if all criteria are met for each promotion level.
  • This is an automated rule.
  • EVPs can only manually promote the individual for next business month
  • Only Compliance team can back track to one month and manually promote the individual.

Rules: Can’t

  • Non-EVPs cannot promote their own downline team.

Please see all the criteria for each promotion level:

Representative to Team Leader

Criteria to be met for promotion:

  1. Complete three personal recruits (IBA)
  2. Personally submit over £1,500 in annualised premium in one month.
  3. A maximum of £1,000 per policy is counted towards the submitted premium requirement.

Senior Team Leader

Criteria to be met for promotion:

  1. Produce two Team Leaders direct to you.
  2. Team submits over £3,900 in annualised premium in one
     month.
  3. A maximum of £1,000 per policy is counted towards the submitted premium requirement.

Group Leader

Criteria to be met for promotion:

  1. Produce two more Team Leaders (total of 4 Team Leaders) direct to you.
  2. Team submits over £7,500 in annualised premium in one month.
  3. A maximum of £1,000 per policy is counted towards the submitted premium requirement.

EVP

Criteria to be met for promotion:

  1. Be full time.
  2. Have over 90% persistency. Have an acceptable financial situation.
  3. Provide upline EVP with an acceptable, qualified Management Exchange.
  4. Have 4 Team Leaders and 2 Senior Team Leaders.
  5. Have 10×10 – Team submits over £10,000 in annualised premium and have 10 IBAs (approved by the FSC) per month for two consecutive months.
  6. No more than 50% from one leg will count.
  7. A maximum of £1,000 per policy is counted towards the submitted premium requirement.

Criteria to maintain EVP level:

  1. £6,250 cashflow per Quarter. £25k cashflow per year.
  2. 5 recruits (IBAs) x £5,000 in annualised submitted premium per month, 15 recruits (IBAs) x 15 in annualised submitted premium per quarter, 60 recruits (IBAs) x 60 in annualised submitted premium per year.
  3. Choices when an EVP is not performing:

Option 1:

  • Extend your EVP contract for the next quarter and hit the minimum levels of £6,250 cashflow or 15×15.
    • If the EVP hits the target within the quarter, they will retain their EVP status.
    • If the EVP does not hit the target within the quarter, they will roll back to Group Leader.
    • To requalify as an EVP in the future they would need to achieve the EVP promotion qualification of 10×10 for two consecutive months.
    • If they requalify within 6 months of being rolled back, the upline EVP may choose not to take a management exchange if they feel it would be unfair to do so. This is at the upline EVP’s discretion.

Option 2:

  • Roll back to Group Leader immediately (removing the added pressure and time-consuming tasks related to the EVP administrative/supervision side).
    • To requalify as an EVP they need to achieve 5×5 over two consecutive months (within 6 months of rolling back to Group Leader).
    • If they requalify within 6 months of being rolled back, at the upline EVP’s discretion, they may choose not to take a management exchange at this point, if they feel it would be unfair to do so. 

Senior Vice President

Criteria to be met for promotion:

  1. Produce 3 first generation EVPs.
  2. In one month activate £35,000 in annualised premium in the hierarchy.
  3. In the same month, have 35 recruits in the hierarchy.

 

National Sales Director

Criteria to be met for promotion:

  1. Produce at least 6 first generation EVPs.
  2. Have a minimum of 100 approved IBAs in the hierarchy in 1 business month.
  3. Submit either £100,000 annualised premium through 2nd generation or £150,000 annualised premium through 6th generation (maximum credit 25% per leg. Base shop premium may only count for 50% of the total).
  4. A maximum of £1000 submitted premium per policy will count towards the promotion.

Senior National Sales Director

Criteria to be met for promotion:

  1. Produce at least 9 1st generation EVPs.
  2. Have a minimum of 250 approved IBAs in the hierarchy in 1 business month.
  3. Submit either £2500,000 annualised premium through 3rd generation or £450,000 annualised premium through 6th generation (maximum credit 25% per leg, base shop premium may only count for 50%).
  4. A maximum of £1000 submitted premium per policy will count towards the promotion.

3.13 Rollbacks

Process: Rollback from EVP level to SGL or GL

  1. If a rollback is confirmed, this will be communicated by the Compliance team with instructions on the steps to be taken.
  2. The IT team will need to follow the protocol for the rollback in the back office.

Rules: Can

  1. The person who has been rolled back will be reporting directly to their EVP.
  2. The person who has been rolled back can be promoted to EVP again, if they meet all the promotion criteria again.

Rules: Can’t

  1. The person who has been rolled back cannot qualify to become EVP in the same business month that they get rolled back.

3.14 Personal Assistants and Office Managers

Personal Assistants and/or Office Managers are not a mandatory requirement but highly recommended to help support and manage. Currently, there are no separate Genistar online accounts for EVPs’ PAs and Office Managers.

Process: Inform the FSC when you have hired a PA and/or Office Manager

  1. Please email FSC with the newly hired PA and/or Office Manager’s details.
  2. Field Service team will keep a record of their details for communication purposes.
  3. This info will be shared with the IT infrastructure team, who will create and share details of their Genistar email address. There may be more information required, which will be communicated accordingly.
  4. Please ensure the PA and/or Office Manager have signed a non disclosure agreement (NDA).

Key Duties of the Personal Assistant/Office Manager Role

  • Support the EVP – the Office Manager/PA role is to support the EVP. The backbone of the Genistar system is the Field Leaders. Field Leaders excel at training, motivating, and conducting business, but that does not mean they have efficient or accurate admin skills. The Office Manager role is to support the baseshop with the administrative responsibilities to allow the EVP to concentrate sales and recruiting.
  • Supervision – the Office Manager is the gatekeeper for proper conduct. They need to be the eyes and ears of the EVP for any questionable business practice. It is the Office Manager’s job to be aware and report any questionable transactions. The PA will be supported in their actions.
  • Money Laundering and Fraud Prevention – any suspicions relating to either money laundering or fraudulent activities should immediately be reported to Mark Kecek (MLR). Do not discuss suspicions with the individual you suspect is acting dishonestly.
  • Regulated business – both the Office Manager and EVP need to ensure systems and procedures are followed by the entire baseshop. Any issues should be reported to the EVP and escalated to Compliance.

Rules: Can

  • PAs and Office Managers can contact FSC via email and call on behalf of the EVP to query and/or confirm anything related to their business.
  • If the PA or Office Manager is also a file checker, we recommend they actively take part in the training provided to better understand the business and remain compliant.
  • PAs and Office Managers can also be field representatives. In this case, the PA/Office Manager must ensure that their personal business remains separate from their role with the EVP.

Rules: Can’t

  • PAs and Office Managers do not get paid by the company for their role, as they are hired directly by the EVP.

3.15 CONTESTS

Company contests are decided at an executive level. All the required metrics and rewards will be disclosed and made available for all representatives to see on Info Hub and under the Leaderboard tab and sub tab labelled “Contest” in Genistar online.

3.16 Awards

There are opportunities to win various awards and incentives for the field representatives. Please see the details below.

Go-Getter:

  • Any Rep can qualify by:
    • Personally recruiting 3 recruits AND submitting £3,000 annualised premium in the same business month.
  • EVPs can also qualify by:
    • Having 3 team members qualify for Go-Getter in one business month.
  • A maximum of £1000 annualised premium per policy may counts for this award.
  • A recruit does not count if their IBA is refunded.

Sprint Award:

  • Win the Sprint Award by getting to team leader in the first 30 days after signing IBA.

Circle of Champions:

  • Achieved Go-Getter 3 consecutive months.

£50,000 Club = Cross Pen x 2:

  • Cashflow £50,000 in any rolling 12-month period.

204 Club = Signet Ring x 2:

  • 204 team IBAs in any rolling 12-month period.
  • 90% Persistency.

£100,000 Club = Ring x 2:

  • Earn £100,000 in a rolling 12-month period.

3.17 Competencies

Competencies are specifically designed training materials for field representatives to complete. Some are mandatory and others are optional.

Process: How to access Competencies

  1. Login to Genistar online.
  2. Click on “Training” tab.
  3. From the drop down, please select “My training”.
  4. You will see the list of competencies. Please select “Detail” from the one you would like to complete.
  5. Once a mandatory competency is completed, you must renew it annually.

Please see all courses and modules within each competency listed below:

Life Insurance (Competency)

First Appointment (Scoop) Assessment (Course)

  • Must be renewed annually.
  • Assessment done by upline EVP or individual with Skills Coach competency.

Second Appointment (Carryback) Assessment (Course)

  • Must be renewed annually.
  • Assessment done by upline EVP or individual with Skills Coach competency.

Representative Course (Course)

This course contains 9 modules and 9 exams. Must be renewed annually.

  1. Regulation and Compliance – Treating Customer Fairly (TCF) – Marketing and Advertising
  2. Complaints – Data Protection (GDPR) – Conflict of Interest
  3. Anti Money Laundering (AML)
  4. Anti Bribery and Corruption – Gifts and Hospitality – Whistleblowing – Conduct and

Ethics

  • Equality, Diversity, and Inclusivity – Bullying and Harassment
  • Financial Protection
  • SM&CR
  • Sales Process
  • Quality of Business

Vitality Annual Training (Course)

This course contains 4 modules and 2 exams. Must be renewed annually.

  1. Vitality Introduction
  2. Vitality Programme
    1. Vitality Programme exam
  3. Serious Illness Cover
    1. Serious Illness Cover exam
  4. Optimiser
    1. Optimiser exam

Income Protection (Competency)

First Appointment (Scoop) Assessment (Course)

  • Must be renewed annually.
  • Assessment done by upline EVP or individual with Field Trainer competency.
  • If this is completed in the Life Insurance competency, then you will not need to redo this in this competency.

Second Appointment (Carryback) Assessment (Course)

  • Must be renewed annually.
  • Assessment done by upline EVP or individual with Field Trainer competency.
  • If this is completed in the Life Insurance competency, then you will not need to redo this in this competency.

Vitality Annual Training (Course)

This course contains 4 modules and 2 exams. Must be renewed annually. If this is completed in the Life Insurance competency, then you will not need to redo this on this competency.

  1. Vitality Introduction
  2. Vitality Programme
    1. Vitality Programme Exam
  3. Serious Illness Cover
    1. Serious Illness Cover Exam
  4. Optimiser
    1. Optimiser exam

Income Protection (Course)

This course contains 1 exam. Must be renewed annually. If this is completed in the Life Insurance competency, then you will not need to redo this on this competency.

  1. Vitality Income Protection
  2. Vitality Income Protection Exam

Buildings and Contents (Competency)

This course contains 1 exam. Must be renewed annually.

  1. Workbook
  2. Training Video
  3. Exam

Mortgage (Competency)

This course contains 1 exam. Must be renewed annually.

  1. Workbook
  2. Training Video
  3. Exam

Wills (Competency)

This course contains 2 exams. Must be renewed annually.

  1. Workbook
  2. Training Video
  3. Exam
  4. Workbook
  5. Training Video
  6. Exam

Investments (Competency)

This course contains 1 module and 1 exam. Must be renewed annually.

  1. About investments
  2. Exam

Rules: Can

  1. Representatives must complete the necessary competency to be able to refer and/or write business in the system.
  2. Currently, the expiry date will be 12 months from the point of starting the competency, so please ensure you complete and pass each competency.
  3. If a representative retakes and passes a course 45 days or less before the expiry date, the new expiry date will be one year from the current expiry date. Example: Your expiry date is 1 July 2025. If you start your exam 45 days (or less) before that date, your new expiry date will be 1 July 2026.
    1. If a representative chooses to take the course more than 45 days prior to the expiry date, then the new expiry date will be one year from the date they started the course. The system will notify the individual if the course is expiring soon.
    1. If the representative does not click on “Start New” and complete the competency, they will not be able to write business and/or refer respective products.
  4. All competencies have open book exams
  5. When the life insurance competency is completed for the first time by a new representative, their name will be sent to Vitality to set up an Advisor hub login for them.
    1. This can take up to 3 – 5 working days and an additional 2 -3 working days for the permission setting to be amended as it is a manual process actioned by Vitality.
  6. If a representative has already been set up in the Vitality Advisor Hub, their name will not be resent to Vitality if they were to let their Life competency lapse and renew later.
    1. EVP will need to email FSC to request to re-panel the representative. FSC will then email Vitality with their details and request.
  7. 3 attempts are allocated for each exam within a course. For example, if there are 5 exams in a course, the representative has 5 X 3 = 15 attempts in total within the course.
  8. If 3 attempts at an exam are failed, the exam will be locked.
    1. If the representative fails an exam twice but passes on the third attempt, they will move forward to the next module. They will then get 3 more attempts on the next exam.
  9. 4th attempt is allowed.
    • If a rep fails an exam 3 times and wishes to retake it, their EVP must submit a request to the Compliance Department at business.integrity@genistar.net.
    • This also applies to optional exams that must be passed in order to make referrals to third-party providers via Genistar online.
  10. PMI competency is only available for EVPs and above.
    1. PMI policies are higher risk products and are restricted to individuals who are fully trained to offer this product to clients. Exceptions can be made for non-EVP representatives who are nominated by their EVP to attend the training.

3.18 Supervision status

Please see the list of supervision statuses below.

  • Normal – Representative has access to Genistar online and is able to conduct business.
  • Heightened Supervision – Cause for concern which may be due to low persistency score.
  • Compliance Supervision – Cause for concern which may be flagged due to Compliance review.
  • Retraining – A representative needs to have significant retraining done with the support of their upline EVP.
  • Suspended by Compliance – Suspension during an investigation being conducted by the Compliance team. Representative cannot do any business and will not have access to their Genistar online account.
  • Terminated – Genistar online account is locked, and representative cannot access it. This can be due to:
    • Agent Resignation – Representative decided to resign, their account will be locked.
    • Agent Resignation – GDPR – Representative decided to resign, their account will be locked, and they will be removed from the representative mailing list.
    • Company Dismissal – There are rare cases where this would apply. Representative will not be able to access their Genistar online account and highly unlikely to be able to do any future business should they want to rejoin.
    • Deceased – Representative’s account will be locked, and their name will be removed from all mailing lists.

3.19 Persistency

  • Persistency refers to the number of policies sold that remain in force for a set period of time. A high persistency rate is indicative of an effective, ethical sales process, and satisfied customers as a result.
  • Persistency is therefore a strong measure of the ‘Quality of Business’ that each Representative is writing. The monthly persistency report gives the persistency rate for all representatives in the past 12 months.
  • Persistency is monitored by Genistar management as well as external providers. If Genistar’s persistency drops below the required standard, providers can cancel Genistar’s contract due to poor-quality business. Persistency, therefore, forms an important part of the Genistar Training & Compliance scheme.

Monitoring

  • The Compliance Department monitors persistency monthly. A report is sent to the Executive Vice President (EVP) with the latest persistency rates for their team members who are below the acceptable threshold of 90%.
  • EVPs are able to access reports on demand via Genistar.Online.
  • The report is arranged into 3 different categories of persistency and the actions to be taken:
    • 90% – 85% – Warning letter
    • 85% – 75% – Heightened supervision
    • BELOW 75% – Suspension and retraining

3.20 Flanking

  • Flanking is when someone gets promoted to the same level as their upline. For example, Sam is a Team Leader and his upline, Nicky, is a Senior Team Leader. If Sam gets promoted to Senior Team Leader and he and Nicky are at the same level, then Sam has “flanked” his upline.

Rules: Can

  • If the flanked representatives goes on to be promoted to EVP, the representative who has flanked them will then be in their downline again. Example: Sam flanked Nicky at Senior Team Leader, but if Nicky gets going and gets her next promotion, she will once again override Sam.
  • Credit of recruitment and client life applications of the flanking representative will count towards the flanked representative’s promotion. This will need to counted manually. (Please note our current Leader boards are not designed to show the credit.)

Rules: Can’t

  • Flanked representatives cannot get override commission for the client life applications from the person who has now flanked them.

3.21 Leaders board

All levels of representatives can view Leaders Boards in Genistar Online.

Process: How to view Leaders Board?

  • Login to Genistar Online
  • Click on “Analytics”
  • From the drop down, click on “Leaders Board”

6 categories:

• Team Recruitment

• Personal Recruitment

• Team Activated

• Personal Activated

• Team Submitted

• Personal Submitted

Rules: Can

  1. Leader Boards update on an hourly basis.
  2. Once a submission is updated by the FSC with a policy number it will be reflected on the Leader Board.
  3. You can use the date range to select the correct Genistar business month.
  4. If you are searching for an IBA in the Leader Board, please make sure to select the correct Genistar business month from the drop down, as recruitment credit will be counted based on the IBA payment date.
  5. If you are searching for a life policy submission on the Leader Board, please make sure to select the correct Genistar business month from the drop down, as the submitted credit will be based on the EVP approval date.
  6. It is also important to check the level you were at on the date of EVP approval for submissions. For recruits, check the level you were at on the IBA payment date.

Rules: Can’t

  1. If the policy’s commission has been paid, the ‘activated’ data on the Leader Board cannot be amended.
  2. Any data from two months prior will be locked on the ‘submitted’ Leader Board.

3.22 Complaints

All complaints and dissatisfactions are taken seriously. Please kindly ensure you can provide as much detail as possible. The Compliance team will investigate all complaints thoroughly and within the service level agreement.

Process: How to raise a complaint and dissatisfaction

  • Clients and representatives can email business.integrity@genistar.net directly to raise their concerns and complaints.
  • Please provides as much detail as possible to help with the investigation.

3.23 Request for Erasure

If a client or representative would like to have their data removed from Genistar’s system, they will need to follow the steps below.

Clients

  • Clients can email fsc@genistar.net directly to request erasure of their data from our records.
  • This will be escalated to the IT team to action in the back office.
  • Please note, if the client has an active policy with Vitality, Genistar is required to retain the specific details.

Representatives

  • Representatives can email fsc@genistar.net directly to request erasure of their data from our records.
  • This will be forwarded to the IT team to action in the back office.

3.24 Compliance, Code of Conduct and Ethics

Integrity

Expected BehaviourUnacceptable Behaviour
Establish trust in all professional relationshipsFuel mistrust in professional relationships
Act in the best interest of the client in providing professional servicesAct in own interests
Make judgements based on a strong ethical codeMake judgments based on financial outcomes
Demonstrate intellectual honesty and impartialityWithhold or distort information
Recognise limits of competence and voluntarily seek counsel or refers to other professionals when appropriateDisregard own level of competence and focus on financial outcomes
Recognise the public interest role of the profession and act accordinglyTo be professionally naive

Business Practice

Expected BehaviourUnacceptable Behaviour
Comply with relevant financial services laws, regulations and principlesIgnore relevant laws, regulations or principles
Adhere to the professional code of ethics and standards of practiceIgnore the professional code of ethics and standards of practice
Make appropriate judgements in areas not addressed by existing practice standardsFail to consider principles and ethics, if not covered by existing standards
Maintain awareness of changes in the economic, political and regulatory environmentsTo be economically and politically naive
Engage in continuous professional development (CPD) to build and maintain knowledge and skills  Fail to undertake CPD, or rely on unstructured activities, i.e. reading publications. Fail to learn from errors or client dissatisfaction
Conduct appropriate research when performing analysis and developing strategiesRely on existing knowledge and/or make assumptions

Communication

Expected BehaviourUnacceptable Behaviour
Give attention to what the client and others are saying and take time to understand the points being madeFail to listen to, or consider, other opinions
Establish good rapport with the client and othersShow no interest in clients or other professional contacts
Communicate information and ideas orally in a manner understandable to the client and othersAdopt a “one size fits all” approach to oral communication and/or uses jargon. Fails to embrace communication as a two-way process.
Communicate information and ideas in writing in a manner understandable to the client and othersFail to confirm important information in writing or confirm acceptance
Present logical rationalesFail to apply reasoning or benefits in communications
Deal effectively with objections and complaintsFocus on rules and/or own interests in dealing with objections and complaints
Gain agreement with the client and othersFail to seek, or reach, agreement

Decision Making

Expected BehaviourUnacceptable Behaviour
Analyse and integrate information from a variety of sources to arrive at solutionsBelieve that they have all the answers already
Use logic and reasoning to consider the strengths and weaknesses of potential courses of actionAct without thought for consequences
Arrive at informed decisions when faced with incomplete or inconsistent informationTake a guess or fails to make a decision
Demonstrate capacity to adapt thinking and/or behavioursIs unable or unwilling to change thinking and/or behaviours

Version Control

SectionWhoDate of update
FlankingTapashya Sunuwar26.05.2026