Preface

Zurich Agency Network (ZAN) is a new beginning for sales talents

who strive to be the best in insurance and takaful industry. Our
agency force network comprises of two channels, i.e. Life Insurance
and Family Takaful. ZAN Agency force in Zurich Life Insurance
Malaysia Berhad (ZLIMB) and Zurich Takaful Malaysia Berhad (ZTMB)
are free to choose their preferred channel or to embrace products
and services from both companies for wider customer base and to
scale up his/ her business.

This Handbook is applicable for agency force contracted with

ZLIMB or ZTMB or contracted with ZLIMB and ZTMB (dual agents).
It is designed to assist you in your day-to-day decisions and future
planning. It also serves as a recruitment tool to attract new recruits.
We are pleased to share the Talent Development Roadmap and other
highlights of our recognition platforms that will make the most out
of your sales career. With these set of guidelines, we believe our
network of agencies will scale-up to the next level.

Please speak to your leader if you have any queries/ clarifications

and suggestions for improvement. The content in this Handbook is
to be interpreted as appropriate for ZLIMB and ZTMB.

We would like to thank the team members of ZLIMB and ZTMB

for their valuable contribution in developing and compiling this
Handbook.
Table of Contents

1. Key Definitions & Provisions 2

1.1 Important Dates to Remember 3

2. ZAN New Image 5

2.1 New Titles & Career Path 5
2.2 New Look & Feel of Business Cards 6

3. Rewarding Career Path 8

3.1 Talent Management & Development Centre
(TMDC) Roadmap 8
3.2 Key Rewards and Recognition 14
3.3 Promotion Criteria 15
3.4 Reinstatement 18
3.5 Licensing – Appointment 19
3.6 Direct Appointment as Managers 20
3.7 Reappointment 21
3.8 Office Usage & Maintenance 21

4. Guiding Principles on
Agency Appointment & Movement 26

5. Production Credits 28

6. Life Framework -
Balanced Scorecard (BSC) 30
6.1 Objective 30
6.2 Agency BSC – KPI and Threshold Score
for year 2018 and 2019 30
6.3 Agency BSC - KPI and Threshold Score
for year 2020 onwards 31
6.4 BSC KPI Premium Applicability for Variable
Commission Computation 31

7. Sales Quality Framework 33

8. Maintenance Of Contract (MOC) 37

8.1 Planners Category 38
8.2 Managers Category 40
8.3 Waiver & Other Conditions 41

9. Frequently Asked Questions (FAQs) 43

Disclaimer 44
1. Key Definitions &
Provisions
1.1 Important Dates to Remember
1. KEY DEFINITIONS & PROVISIONS
1.1 Rookie shall mean a new recruit contracted for the first time in ZLIMB and/ or ZTMB (also
referred to as “Zurich Malaysia” or “the Company”) from 1st October of previous year till end of
current year, unless otherwise stated. This does not apply to those who were terminated,
reinstated, and reappointed and does not include conversion from ZTMB to ZLIMB and vice versa.

1.2 New Recruit (NR) shall mean a planner contracted from 1st January till 31st December or Accounting
Month End of current year, whichever is applicable.

1.3 FYP shall mean First Year Premium collected, applicable for Life Insurance business.

1.4 FYCt shall mean First Year Contribution collected, applicable for Family Takaful business.

1.5 FYC shall mean First Year Commission earned on business written during each financial year
irrespective of the year the business was written. It’s a common term applicable for both ZLIMB
and ZTMB.

1.6 APE/ ACE shall mean Annualised Premium Equivalent/ Annualised Contribution Equivalent.

1.7 PCEIA/ TBE shall mean Pre Contract Examination for Insurance Agents/ Takaful Basic Examination
– A compulsory examination required before a planner can be appointed by any
insurance company or takaful operator.

1.8 CEILLI shall mean Certificate Examination In Investment-Linked Life Insurance - A compulsory
examination required before an agent is allowed to sell an Investment Linked Policies.

1.9 Dual agents shall mean agents who is holding agency contract with both ZLIMB and ZTMB.

1.10 BAMC shall mean Basic Agency Management Course - A compulsory program & examination
required before a planner is allowed to be promoted to Agency Manager.

1.11 LIAM shall mean Life Insurance Association Malaysia.

1.12 MTA shall mean Malaysian Takaful Association.

1.13 BNM shall mean Bank Negara Malaysia.

1.14 MII shall mean Malaysian Insurance Institute.

1.15 IBFIM shall mean Islamic Banking and Finance Institute Malaysia.

1.16 TMDC shall mean Talent Management and Development Centre.

1.17 ZLIMB shall mean Zurich Life Insurance Malaysia Berhad.

1.18 ZTMB shall mean Zurich Takaful Malaysia Berhad.

1.19 The Company may vary the promotion, maintenance and demotion/ reinstatement requirements
from time to time, at its sole and absolute discretion. The rules, definitions, requirements and
interpretation defined here are for the exclusive purposes of rank promotion, maintenance,and
demotion/ reinstatement only and shall not be inferred or interpreted across other areas such as
agency contests.

ZAN Handbook 2
 1.20 The Company will not entertain any appeals based on non-fulfilment of the requirements
prescribed for promotion, maintenance and/ or demotions, except for technical errors and/ or
administrative omission of not having taken into account any qualifying criteria(s)/ computation
which should have been rightly considered or any reasons deemed justifiable by the Company.

1.21 The inability to meet any of these requirements based on any circumstances shall not be
entertained or be founded as grounds for any waiver or dispensation from fulfilling the criteria
required and set. Should waiver be granted for any one year this will not be deemed as waiver
thereafter of any of the binding agency contract and rules and regulations provisions.
Should the Company, for whatever reasons, deviates from any of the requirements set
herein; it will be in line with the Company’s prevailing rules & regulations.

1.22 Production credit for promotion, maintenance and demotion/ reinstatement requirements shall be
based on production from ZLIMB and/ or ZTMB.

1.23 Persistency refers to the persistency ratio (PR) as at the end of the accounting month of the
calculation period. It is calculated based on 12 months unless otherwise stated.

1.24 Manpower management refers to the manpower count of an agency or unit.

1.1 Important Dates to Remember

No. Details Effective Date

1. New Titles 1 October 2018

Promotion Criteria
2. (Performance shall be based on Year 2019 and 1 January 2019
effective date shall be in Year 2020)

Maintenance of Contract (MOC)

3. (Performance shall be based on Year 2019 and 1 January 2020
effective date shall be in Year 2020)

2020 Balanced Score Card (BSC) 1 January 2020

4. Life Framework-Balanced Scorecard (BSC) 1 January 2018 &

1 January 2019

3 ZAN Handbook
 2. ZAN New Image
2.1 New Titles & Career Path
2.2 New Look & Feel of Business

ZAN Handbook 4
2. ZAN NEW IMAGE
2.1 New Titles & Career Path

Agency force from both Life and/ or Takaful channels will carry the same titles which are
as follows:

Before 1 October 2018 WAY FORWARD

ZLIMB ZTMB Effective 1st October 2018

Sales Advisor Consultant Wealth Planner

Executive Advisor Executive Consultant Executive Planner
Prime Advisor Senior Consultant
Associate Planner
Senior Prime Advisor n/a
Agency Manager Managing Consultant Agency Manager
Chief Agency Manager/
Group Agency Manager Chief Managing Consultant Group Chief Agency Manager
by appointment

Personal Producer Path Agency Building Path

Group Chief Agency Manager (GCAM)

Recruit, build and spin-off multiple
successful agency groups

Chief Agency Manager (CAM)

Recruit & build an agency with
multiple leaders

Agency Manager (AM)

Recruit & build a unit with
multiple planners

Associate Planner (AP)

Strong personal producer with
higher compensation Executive Planner (EP)
Getting ready to be a future
leader

Wealth Planner (WP)

Drive Personal Production

5 ZAN Handbook
 2.2 New Look & Feel of Business Cards

The new design of the business card is aligned to project a unified and professional front for the
Zurich Agency Network.

Design 1: Agency force registered with Zurich Life Insurance Malaysia Berhad

Design 2: Agency force registered with both Zurich Life Insurance Malaysia Berhad and
Zurich Takaful Malaysia Berhad

Alternative Design for Back Page on Personal Achievements

ZAN Handbook 6
 3. Rewarding Career
Path
3.1 Talent Management &
Development Centre (TMDC)
Roadmap
3.2 Key Rewards and Recognitions

3.3 Promotion Criteria

3.4 Reinstatement

3.5 Licensing – Appointment

3.6 Direct Appointment as Managers

3.7 Reappointment

3.8 Office Usage & Maintenance

7 ZAN Handbook
3. REWARDING CAREER PATH

3.1 Talent Management & Development Centre (TMDC) Roadmap

Objective :

The Talent Development Roadmap is designed to develop and grow planners and managers to
achieve their career goals. The programmes will elevate the professionalism and increase the
confidence level of planners and managers by growing their skill sets and capabilities to face the
market. These programmes have been designed to fulfill all compulsory requirements as set by
LIAM/ MTA and BNM.

3.1.1 Summary of Talent Development Roadmap for ZLIMB Agent and Dual Agent

ZAN Handbook 8
 3.1.2 Summary of Talent Development Roadmap for ZTMB Agent

9 ZAN Handbook
 3.1.3 Talent Development Roadmap in detail as appropriate in accordance to ZLIMB and Dual
Agent

ZAN Handbook 10
11 ZAN Handbook
ZAN Handbook 12
13 ZAN Handbook
 3.2 Key Rewards and Recognition

Objective :

Segmented approach of incentives designed to suit various agency needs and productivity level
with the intention to motivate and grow the planners and managers.

Rookie/ New Recruits Mid Top

Tactical Challenges

Top Segment
Incentives designed to focus on the top producers for greater productivity.

Mid Segment
Incentives designed to ensure persistent & consistent activity and drive towards higher productivity.

Rookie/ New Recruit Segment

Incentives designed to motivate planners to bridge and expand from their natural market to a
broader market segment.

Tactical challenges are designed to drive activity & sales performance within a short period.

ZAN Handbook 14
 3.3 Promotion Criteria

(In compliance with LIAM and MTA guidelines on Minimum Qualitative Criteria for the Life and
Family Takaful and Agency Force).

The requirements stipulated below are the performance requirements necessary for appointment
to a higher agency position, with effect from year 2019 onwards. There shall be 2 promotion
periods in a year ie. January and July of the year.

Please note that fulfilment of the said requirements does not necessarily mean immediate and
automatic appointment to a higher agency position. Confirmation of appointment would still
be subject to an interview and review of the applicant’s conduct as a planner and/ or his ability to
supervise a team of planners.

Deliberate manipulation of business/ production and manpower to achieve the promotion

qualifying criteria will render the appointment to a higher agency position null and void.

The Company reserves all rights to revoke the appointment at any time should the agent act
in any way that is contrary to the interests of the Company or policyholders/ certificate holders
or violates any of the conditions stipulated in the Contracts.

3.3.1 Promotion Qualifying Criteria for Associate Planner (AP)

From year 2019 onwards

Qualifiying Criteria
New
Ranking Service Persistency Manpower
Production (RM) Training
Period (12 months) Management
RM150,000
FYP/ FYCt ZLIMB and
for 2 years ZTMB:
Associate 85% on
1 year AND Complete
Planner premium/ Not applicable
as WP 36 policies/ Strategic Sales
(AP) contribution
certificates per Management
annum for 2 years Programme
prior to promotion

3.3.2 Promotion Qualifying Criteria for Executive Planner (EP)
From year 2019 onwards

Qualifiying Criteria
New
Ranking Service Persistency Manpower
Production (RM) Training
Period (12 months) Management

RM80,000 GAPE/
Executive 6 85% on
GACE (Aggregate ZLIMB : SPARK
Planner months premium/ 3 WPs
up to 18 months ZTMB : TES
(EP) as WP contribution
production)

15 ZAN Handbook
 3.3.3 Promotion Qualifying Criteria for Agency Manager (AM)
From year 2019 onwards

Qualifiying Criteria
New
Ranking Service Persistency Manpower
Production (RM) Training
Period (12 months) Management
1. 1 Qualifying
RM150,000 EP/ 1
GFYP/ GFYCt Promotable
ZLIMB and
for 2 years Personal EP/ 1
ZTMB:
out of which 85% on Promoted EP
Complete
Agency 2 years RM80,000 premium/ in the past 2
*BAMC and
Manager as FYP/ FYCt must be contribution years (refer
pass BAMC
(AM) Planner personal production over 2 years to rules for
examination
and 24 policies/ prior to exclusion)
prior to
certificates per promotion 2. 4 Qualifying
promotion
annum for 2 years WPs
prior to promotion 3. Minimum
total 8 WPs

* An agent who has passed the BAMC examination after 1 January 1999 but who is not promoted within three
(3) years from the date of passing the examination, the agent is required to attend a revision BAMC course/ refresh
course prior to promotion.

Rules

• Qualifying Wealth Planner (WP) shall mean WP who meets the maintenance of contract
(MOC) requirements for WP in FULL in the preceding year prior to promotion.
• Qualifying Executive Planner (EP) shall mean EP who meets the maintenance of contract (MOC)
requirements for EP in FULL in the preceding year prior to promotion. This excludes applicant’s
spouse and direct appointed EP less than 1 year from the date of promotion application.
• Promotable Executive Planner (EP) shall mean Wealth Planner (EP) who meets all the promotion
requirements of becoming EP at the point of applicant’s promotion application date. This
excludes applicant’s spouse.
• Promoted Executive Planner (EP) shall mean an Executive Planner (EP) who has been promoted
(spun-off) in the past 2 years from an applicant’s promotion application date. This excludes
applicant’s spouse.

ZAN Handbook 16
 3.3.4 Promotion Qualifying Criteria for Chief Agency Manager (CAM)
From year 2019 onwards

Qualifiying Criteria
New
Ranking Service Production (RM) Persistency Manpower
Training
Period (12 months) Management

Promotion Run From

1st January 2019 –
31st December 2021

RM850,000 Group*
GFYP/ GFYCt for 3
years with minimum
GFYP/ GFYCt as
follows:

Year GFYP/
GFYCt
1st 200,000 1. Any
2nd 300,000 combination
of 2
3rd 350,000 Qualifying ZLIMB and
AM/ ZTMB:
Promotion Run From Direct Unit Promotable 30 hours
1st January 2022 85% on AM/ agency
onwards premium/ Promoted
Chief manage-
3 years contribution AM in the
Agency ment
Manager
as AM RM1,000,000 Group* over 2 past 2 years
GFYP/ GFYCt for 3 consecutive (refer to training
(CAM) years with minimum prior to
years prior to rules for
GFYP/ GFYCt as promotion exclusion) promotion
follows: 2. 8 Qualifying (in-house or
WPs industry)
Year GFYP/ 3. Minimum
GFYCt total 14 WPs
1st 250,000
2nd 350,000
3rd 400,000

OR
Fast track promotion
with direct unit RM1.5
Mil GFYP/ GFYCt
within 2 years (exclude
the production of
parallel AM)

*Group GFYP/ GFYCt above shall mean applicant’s own direct unit production + all parallel daughter AM’s direct unit
production

17 ZAN Handbook
 Rules
• Applicant must be a full-time manager with Zurich Malaysia and should not have any salaried
job elsewhere.
• Qualifying Wealth Planner (WP) shall mean WP who meets the maintenance of contract
(MOC) requirements for WP in FULL in the preceding year prior to promotion.
• Qualifying Agency Manager (AM) shall mean AM who meets the maintenance of contract
(MOC) requirements for AM in FULL in the preceding year prior to promotion. This excludes
applicant’s spouse and direct appointed AM less than 1 year from the date of promotion
application.
• Promotable Agency Manager (AM) shall mean Wealth Planner or Executive Planner or
Associate Planner who meets all the promotion requirements of becoming AM at the point of
applicant’s promotion application date. This excludes applicant’s spouse.
• Promoted Agency Manager (AM) shall mean Agency Manager (AM) who has been promoted
(spun-off) in the past 2 years from an applicant’s promotion application date. This excludes
applicant’s spouse.

3.3.5 Qualifying Criteria for Group Chief Agency Manager (GCAM)

From year 2019 onwards

Qualifiying Criteria
New
Ranking Service Persistency Manpower
Production (RM)
Period (12 months) Management
Group
RM2,500,000 GAPE/ CAM Personal
Chief
Not GACE inclusive of 1st Group 80% 2 CAM spun-off (count
Agency
applicable Generation CAM spin off on premium/ on 1st generation only)
Manager
in the past 3 years contribution
(GCAM)

Rules
• Applicants must be a full-time manager with Zurich Malaysia and should not have any salaried
job elsewhere.

3.4 Reinstatement

Applicable to planners and managers whose contract has been terminated, or position has been
downgraded, and wishes to regain his/ her former position.

No. Position Reinstatement Conditions/ Requirements

WP whose contract has been terminated for less than 12 months and have
not joined any other life insurance companies or takaful operators

1. WP • Achieve 2 cases AND minimum RM3,600 APE/ ACE

• Registration fee

• Previous business can be transferred back upon request and subject to
approval from the Management.

2. AP Achieve RM80,000 APE/ ACE in the current year of demotion

ZAN Handbook 18
 No. Position Reinstatement Conditions/ Requirements
Personal Sales of RM80,000 APE/ ACE with 3 NRs in the current year of
demotion
3. AM OR
Direct Unit production of RM150,000 GAPE/ GACE with 2 NRs and 2
Qualifying WPs in the current year of demotion

RM360,000 GAPE/ GACE from Direct Unit and production credit from
parallel AM, if any, in the current year of demotion
4. CAM
AND
6 Qualifying WPs from Direct Unit

Note: Qualifying Wealth Planner (WP) shall mean WP who meets the maintenance of contract
(MOC) requirements for WP in FULL in the preceding year prior to reinstatement.

3.5 Licensing – Appointment

All potential NR are required to pass the relevant examination pertaining to their preferred line
of business prior to soliciting any new business.

No. Parameter Entry Requirements

1. Age At least 18 years old
Must complete SPM/ MCE with min 5 passes or its equivalent which
includes Bahasa Malaysia
OR
PCEIA date before 1 Sep 2003 (applicable to ZLIMB and Dual Agents)
• Persons with 11 years of formal education or
2. Education
• Persons who have completed LCE/ SRP with 10 years working
experience or
• Persons above age 45 with 10 years working experience
Note: any agent who has been appointed by a life insurance company and has been
registered with LIAM prior to 1 Sep 2003 is eligible for re-appointment on or after 1
Sep 2003 even if he/ she has left the insurance industry.

Life : Pre Contract Examination for Insurance Agents (PCEIA)

3. Examination
Takaful : Takaful Basic Examination (TBE - Part A & C)

1. Must not be an undischarged bankrupt

4. Others
2. Must not be involved in any criminal act or act of dishonesty

• All contracted WP are required to register with the following bodies upon appointment:
Life : LIAM
Takaful : MTA

•
TBE Exemption
a) The following are guidelines for TBE Exemption for NR registered in 2006 to 2008
without TBE:
i) Terminated WP must sit for TBE should he or she wish to reinstate or reappoint
himself/ herself as a WP
ii) Resigned WP is NOT required to sit for TBE should he or she wish to reinstate
or reappoint himself/ herself as a WP

19 ZAN Handbook
 b) A New Recruit who has completed the following qualifications are exempted from TBE:
i) Certificate on Shariah Registered Financial Planner (RFP) from Malaysian Financial
Planning Council (MFPC)
ii) Certificate on Islamic Financial Planner (IFP) from Financial Planning Association of
Malaysia (FPAM)

Note: The above requirements are not exhaustive and is intended as a guide. In any case, the
latest appointment requirements or regulations as provided by the Company via new
agent onboarding application forms or circular announcement shall take precedent.

3.6 Direct Appointment as Managers

Applicants who have fulfilled the following requirements can be appointed directly as a Manager.

No. Parameter Requirements

1. Person eligible for direct appointment should be those who have

not been contracted as an agent of any life insurance company/
Condition
family takaful operator before.
1. for Direct
2. Person who have been contracted as an agent/ agency leader
Appointment
before but have left the industry for a minimum of 1 year are
eligible to apply.

Agency Manager (AM)

1. Diploma or Degree holders with 3 years working experience after
graduation at supervisory level in the field of marketing and/ or
financial services
2. SPM or STPM Holder with working experience at the supervisory
level for not less than 5 years in the marketing and/ or financial
services.
3. Pass TBE/ PCEIA and CEILLI (if required) prior to appointment
4. Must attend 30 hours training within 6 months of appointment
5. Attend BAMC class and pass BAMC examination within 6 months
of appointment
Academic 6. Recruit a minimum of 3 WPs within 12 months of appointment
Requirements 7. Subject to MOC Requirements
2.
/ Working
Experience Chief Agency Manager (CAM)
1. University graduates or those with professional qualifications
2. 8 years or more working experience after graduation at supervisory
level in the field of marketing and/ or financial services
3. Must be a full-time manager and should not have any salaried
job elsewhere
4. Pass TBE/ PCEIA and CEILLI (if required) prior to appointment
5. Must attend 30 hours training within 6 months of appointment
6. Attend BAMC class and pass BAMC examination within 6 months
of appointment
7. Recruit a minimum of 8 WPs within 12 months of appointment
8. Subject to MOC Requirements
Note:

• Applicants must be interviewed by their respective field sales officer to determine whether the
applicant is suitable for the position.
• The above requirements are not exhaustive and is intended as a guide. In any case, the
latest appointment requirements or regulations as provided by the Company via new agent
onboarding application forms or circular announcement shall take precedent.

ZAN Handbook 20
 3.7 Reappointment

Applicable to planners and managers whose contract has been terminated for more than 12
months and wish to be reappointed as a Wealth Planner.

Reappointment Requirements

1. Must sign a new contract

2. New Wealth Planner Code and new Appointment Date
3. To pay Registration Fee
4. Training requirements – as per newly appointed planners
5. Previous business is not allowed to be transferred back

3.8 Office Usage and Maintenance

3.8.1 Rules and Guiding Principles

Objective :

To house planners and managers in one location for the purpose of developing life and
takaful business with Zurich only.

No. Parameter Details

All usage of Zurich physical premises including the Zurich

building, agency office, training/ meeting rooms is restricted
to Zurich business-related activities involving attendees
with agent codes. These include sales training, motivation
meetings, performance celebrations and product training.

Activities other than the above-mentioned such as

Use of Zurich
1. recruitment and seminar selling, which involve non-agents,
Office
must be related strictly to promoting the Zurich business.
The purpose of the activities has to be made known during
the booking of venue.

Personal events such as family gathering, private birthday

parties, anniversaries, singing competitions and public
gathering at Zurich Office are strictly prohibited.

Agency Office
2. Qualifying requirement on combined production basis
Maintenance

21 ZAN Handbook
 3.8.2 Agency in Zurich Office – Room & Cubicle

No. Parameter Details

Room/ Cubicle Subject to availability. In event that a room/ cubicle is unavailable,
1.
Availability a cubicle/ common-use cubicle will be provided instead.
a. Standard table and chair
b. 2 guest chairs
2. Room Facility
c. 1 unit of 4 drawer cabinet
d. 1 telephone extension
a. Standard table and chair
3. Cubicle Facility b. 2 guest chairs
c. 1 telephone extension
Benefits
Applicable to ZLIMB Applicable to ZTMB
and Dual Agents Agents only
GCAM GFYP/ GFYCt Entitlement GACE Entitlement
(not applicable Requirements Requirements
to MEGA and RM3.0 Mil and 3 rooms RM3.0 Mil and 3 rooms
GIGA Agency) above above
RM1.5 Mil - 2 rooms RM1.8 Mil - 2 rooms
RM2.999 Mil RM2.999 Mil

Applicable to ZLIMB Applicable to ZTMB

and Dual Agents Agents only
GFYP/ GFYCt Entitlement GACE Entitlement
Requirements Requirements
CAM RM1.5 Mil and 2 rooms RM1.8 Mil and 2 rooms
(not applicable above above

to MEGA and RM360,000 – 1 room RM500,000 – 1 room

GIGA Agency) RM1.499 Mil RM1.799 Mil
RM230,000 – 1 room RM360,000 – 1 room
RM359,999 (60% subsidy) RM499,999 (60% subsidy)
RM150,000 – 1 cubicle RM200,000 – 1 cubicle
RM229,999 RM359,999
4.
Applicable to ZLIMB Applicable to ZTMB
and Dual Agents Agents only
GFYP/ GFYCt Entitlement GACE Entitlement
Requirements Requirements
RM360,000 and 1 room RM500,000 and 1 room
AM above above
RM230,000 – 1 room RM200,000 – 1 cubicle
RM359,999 (60% subsidy) RM499,999
RM130,000 – 1 cubicle
. RM229,999

Applicable to ZLIMB Applicable to ZTMB

and Dual Agents Agents only
Personal Entitlement Personal Entitlement
Production Production
Requirement Requirement
Planners International 1 room International 1 room
MDRT by FYC MDRT by FYC
RM150,000 RM200,000 – 1 cubicle
1 cubicle
FYP/ FYCt RM499,999 ACE
• Manager can qualify under one category only, whichever is higher.

ZAN Handbook 22
 No. Parameter Details
Benefits
Newly
4. appointed/ Maintenance quota (production requirement) on pro-rata basis
promoted (by month) in the year of appointment/ promotion
managers

Rules :
• For Dual Agents, only production from equivalent rank between ZLIMB and ZTMB
is counted. Example, ZLIMB CAM must be ZTMB CAM to have both CAM group’s
production aggregated.
• If the EP/ WP/ AP/ AM/ CAM failed to achieve the stipulated requirements in the
current year, he shall be subjected to:
a) Payment of the rental of the occupied space at the applicable rates via monthly
commission deduction in the following financial year or
b) The occupancy shall be downgraded as per lower entitlement applicable. If NOT
entitled for any occupancy as per requirement, the agent will need to vacate the
room or cubicle accordingly.

3.8.3 Giga and Mega Agency Office (applicable to CAM only)

3.8.3.1 New External Occupancy

• GIGA - Maximum 4,000 sft

Space Area
• MEGA - Maximum 2,000 sft
Budget Allocation for 2% payout on the GAPE/ GACE
renovation and setup (For 1st time MEGA/ GIGA Achiever, renovation and set-up
cost (one-off) cost up to maximum RM150,000/ RM300,000 respectively)
a. Annual Production Requirement:
• GIGA – 10,000,000 GAPE/ GACE
• MEGA – 5,000,000 GAPE/ GACE
b. Renovation and Setup Cost paid/ utilized Requirements:
• Subject to 3 years annual review upon achievement
of GIGA/ MEGA. Any non-fulfillment in 3 years’
period annual review will be subjected to recovery of
the allocated renovation and setup cost paid as per
stipulated in the Recovery Table below:
Annual Quota Achieved % Recovery %
100% and above 0%
Terms & Conditions 99.9% - 80% 10%
79.9% - 60% 30%
59.9% - 40% 50%
39.9% and below 100%

• Any achievement less than 40% of the required quota

after the first year will result in full recovery/ recovery
of cost paid.
• One-year grace during the same year for occurrence
of spin-off will be given.
• Full recovery cost paid will be made in event such as
contract opt out, termination, demotion and other
disciplinary issues within the period.

23 ZAN Handbook
 3.8.3.2 Internal Occupancy

• GIGA – Maximum 4,000 sft
Space Area
• MEGA – Maximum 2,000 sft
• Wi-Fi/ broadband
• AV system
Upgrade & • Furniture, flooring & fixture
Enhancement • Ventilation system
• Computer system
• Training room upgrading

Budget Allocation
for upgrade &
2% payout on the GAPE/ GACE (Maximum RM100K)
enhancement of
MEGA/ GIGA office
a. Annual Production Requirement:
• GIGA – 10,000,000 GAPE/ GACE
• MEGA – 5,000,000 GAPE/ GACE
b. Upgrade & Enhancement of Office Requirements:
• Subject to 3 years annual review upon upon upgrade
of GIGA/ MEGA. Any non-fulfillment in 3 years’ period
annual review will be subjected to recovery of the
upgrade cost paid as per stipulated in the Recovery
Table below:

Annual Quota Achieved % Recovery %

100% and above 0%
99.9% - 80% 10%
79.9% - 60% 30%
59.9% - 40% 50%
39.9% and below 100%

• Any achievement less than 40% of the required quota

after the first year will result in full recovery/ recovery
of cost paid.
Terms & Conditions
• One-year grace during the same year for occurrence
of spin-off will be given.
• Full recovery of allocated budget/ balance will be
made in event such as contract opt out, termination,

demotion and other disciplinary issues within the
period.
c. Annual Rental Fees Requirements:
• Subject to yearly annual review upon shifting/ upgrade
. to new GIGA/ MEGA office space.
• The annual production requirement:
GIGA – 10,000,000 GAPE/ ACE
MEGA – 5,000,000 GAPE/ GACE
• Non-fulfillment of production requirement will result
in recovery of annual rental fees as per Recovery Table
above (under point B) in the next financial year via
monthly commission deduction.
• Any agents under the GIGA/ MEGA agency which
occupies the same space under the GIGA/ MEGA
office shall not be validated separately again on the
“Room and Cubicle” annual rental charges.
ZAN Handbook 24
 4. Guiding Principles
on Agency
Appointment &
Movement

25 ZAN Handbook
4. GUIDING PRINCIPLES ON AGENCY APPOINTMENT & MOVEMENT
The following list is not exhaustive, more rules and guiding principles will be updated from time to time.

No. Parameter Way Forward

An existing planner/ manager of one channel who decides to join
another channel must join under the same manager at equivalent
position.
1. Appointment
If the immediate manager in one channel does not have a contract
in another channel, the planner/ manager will be placed under
company direct.

Termination in one channel may result in automatic termination in

2. Termination
another channel.
A planner/ manager may resign from one channel and maintain
3. Resignation
his/ her contract in another channel.

A planner who has been terminated for less than 12 months must
4. Reinstatement
join back the same manager at the same position.

Applicable for ZLIMB and Dual Agent:

A planner who has been terminated less than 24 months must join
back the same manager.

A planner who has been terminated for more than 24 months

from both channels can choose to join any agency of his/ her own
choice.
5. Reappointment Applicable for ZTMB Agent only:
A planner who has been terminated for more than 12 months can
choose to join any agency of his/ her own choice.

However, if the previous agency leader is from Zurich Life Insurance

Malaysia Berhad (ZLIMB), then the said planner can choose to join
other agency of his / her own choice only after 24 months from
the contract termination effective date.

Immediate Family
(spouse/ parents/ The immediate family members of current planner/ manager must
6.
children) in the join the same immediate manager in both channels.
business

For Dual Agent, demotion in one channel will result in automatic

7. Demotion
demotion in another channel.

Demoted Report To A demoted planner/ manager

EP to WP Same Manager must report back to their
AP to WP Same Manager mother manager.
Movement of
8. AM to AP/ EP/ The Mother manager will not
Reporting (Demotion) WP
CAM
be entitled for any future spin-
CAM to AM Mother CAM off benefit on the demoted
CAM.

ZAN Handbook 26
 5. Production
Credits

27 ZAN Handbook
5. PRODUCTION CREDITS

The % credit for the special product types are as follows:

No. Parameter Way Forward

Product Type % on FYP/ FYCt & GFYP/ GFYCt

Regular 100%
Single/ MTOP 10%
1. Promotions
MSVR/ MTSVR 10%
Favour8 73%
Medical & PA 100%

Suisse Club/ Summit

Club/ Zurich Blue Product Type % on APE/ ACE & GAPE/ GACE
Nite of the Stars/ Takaful Regular 100%
Stars Single/ MTOP 10%
2.
MSVR/ MTSVR 10%
All other contest terms
and conditions are Favour8 100%
made available in their Medical & PA 100%
respective circulars

% on FYP/ FYCt & GFYP/ GFYCt

Product Type or
APE/ ACE & GAPE / GACE
Maintenance of Regular 100%
3. Contract/ Reinstatement/ Single/ MTOP 10%
Office Maintenance
MSVR/ MTSVR 10%
Favour8 73%
Medical & PA 100%

Product Type % on FYP/FYCt

Regular 100%
Single/ MTOP 6%
4. US MDRT MSVR/ MTSVR 100%
Favour8 100%
Medical & PA 100%
Group 10%

ZAN Handbook 28
 6. Life Framework -
Balanced Scorecard
(BSC)
6.1 Objective
6.2 Agency BSC – KPI and Threshold
Score for year 2018 and 2019

6.3 Agency BSC – KPI and Threshold

Score for year 2020 onwards

6.4 BSC KPI Premium Applicability

for Variable Commission
Computation

29 ZAN Handbook
6. LIFE FRAMEWORK – BALANCED SCORECARD (BSC)

6.1 Objective

Better serve the needs of consumers to meet the projected insurance/ takaful penetration rate
of 75% by 2020.

Access Advice
Developing viable Raising the quality of advice
multi-distribution channels and service by agents and
that will provide options to intermediaries that enables
consumers to purchase customers to purchase the
life insurance/ family takaful right products for their needs.

Consumer
More informed and empowered
with clearer disclosure of service
promises to consumers

6.2 Agency BSC – KPI and Threshold Score for year 2018 and 2019

Weight Normal Upside
No. KPI Weight
50% 75% 100% 125% 150%
3 per 6 per 9 per
quarter quarter quarter
KPI 1: Year 1 - - OR OR OR
i. Number of Cases; OR 12 per 24 per 36 per
ii. First Year Annualize annum annum annum
1.
Premium (FYAP) )/ 30%
First Year Annualized 9,375 per 12,500 per 17,500 per 22,500 per
Contribution (FYACt) quarter quarter quarter quarter
Whichever score higher - OR OR OR OR
37,500 per 50,000 per 70,000 per 90,000 per
annum annum annum annum

KPI 2: Year 2
2. Completion rate of CFFF - 15% 10% 15% 20% 25% 30%
option 1 & 2
KPI 3a: Year 2
3. Persistency Ratio 15% - 85% 90% 92.50% 95%
(1st Year Persistency)
KPI 3b: Year 3
4. Persistency Ratio 15% - 75% 80% 85% 90%
(2nd Year persistency)
KPI 4: Year 1
5. 10% - - - - -
Number of Complaints*
KPI 5: Year 2
Competency: 30 CPD hours
6. 15% - - Met - -
with 5 hours OR relevant
Programs**

ZAN Handbook 30
 6.3 Agency BSC – KPI and Threshold Score for year 2020 onwards

Weight Normal Upside

No. KPI Weight
50% 75% 100% 125% 150%
Completion rate of CFF form (Option
1 or 2)*
1 Min. 12 cases (per annum) is required 20% 50% 60% 70% 80% 90%
to entitle for the outperformance
score of > 100%
2a. 1st year persistency rate 25% - 85% 90% 92.5% 95%
2b. 2nd year persistency rate 30% - 75% 80% 85% 90%
Number of Substantiated
3. 10% - - 0 - -
complaints*
CPD hours (30 hours) with 5 hours of
4. 15% - - 30% - -
BSC courses**

6.4 BSC KPI Premium Applicability for Variable Commission Computation

No. Premium/ Contribution Applicability
KPI
Year 2018/2019 Effective Jan 2020

Completion rate of CFF form (Option 1 or 2) 2nd Year Premium/ First Year Premium/
1. Note: Minimum of 12 cases (per year) is required Contribution Contribution
to entitle the overperformance score of >100%. Collected Collected

2nd Year Premium/ 2nd Year Premium/

2a. 1st Year Persistency rate Contribution Contribution
Collected Collected

3rd Year Premium/ 3rd Year Premium/

2b. 2nd Year Persistency rate Contribution Contribution
Collected Collected

First Year Premium/ First Year Premium/

3. Number of substantiated complaints* Contribution Contribution
Collected Collected

2nd Year Premium/ 2nd Year Premium/

CPD hours (30 hours) with 5 hours of BSC
4. Contribution Contribution
courses**
Collected Collected

Number of policies/ certificates sold/ marketed or

annualised first year premium/ contribution First Year Premium Not Applicable.
5.
Note: This KPI shall be removed effective Jan Collected KPI Removed
2020.

Note: The above premium is referring to regular premium/ contribution from BSC applicable products
only.

* Types of complaints:
i. Unprofessional behavior causing financial impact to customer (wrong advice/ info)
E.g. : Forgery of signature, Misrepresentation of policy/ certificate contract,
Non-disclosure of material information

ii. Misrepresentation/ misleading advertisement

E.g. : Not using company-approved sales materials

iii. Misconduct in premium/ contribution handling

E.g. : Misappropriation of premium/ contribution, Non remittance of premium/
contribution

31 ZAN Handbook
 7. Sales Quality
Framework

ZAN Handbook 32
7. SALES QUALITY FRAMEWORK

Objective :

All agency force must diligently practice highest standards of professionalism and conducts in carrying
out his/ her duty as a registered insurance agent of Zurich Life Insurance Malaysia Berhad and Zurich
Takaful Insurance Berhad.

The Sales Quality Framework is the guide established by Zurich Malaysia to ensure the quality of agency
sales and services. Agency members are always expected to be familiar with the requirements under the
Sales Quality Framework and adhere to it. The Business Liaison & Sales Quality Dept. (BLiSQ) will monitor,
review and improve agent’s sales quality and take necessary action accordingly together with relevant
departments.

Agency members must observe the following sales quality requirements:

a. Social Media Conducts

An agent must practice responsible usage of social media in conducting his business and activities.
The requirement provided by Social Media Guidelines (refer to Circular) must always be adhered
to. Zurich Malaysia shall monitor and screen the content on agents’ social media pages/
profiles and reserves the right to request for removal of postings and/ or materials which are
deemed inappropriate in order to safeguard interest of customers, general public and the Company.

Should the agent fail to remove any misleading content posted on social media and/ or found
to be repeatedly posting (including forwarding or spreading) unverified or misleading
content social media, appropriate disciplinary action will be taken against the agent accordingly.

Social Media platforms shall include but not limited to Instagram, Facebook, YouTube, Twitter, and
etc, and group communication platforms like Whatsapp, WeChat, Telegram, etc.

b. Provide Need Based Selling to Customers via MyLife Profile (MLP)

An agent should practice need based selling to all prospect and customers in line with the
MyLife Profile (MLP) i.e. Customer Fact Finding Form (CFFF) as required by the regulator in order
to ensure the product and advice given to the customers is in line with their needs and financial
capabilities.

It is important to conduct proper fact finding with the customer in the sales process and complete
the MLP form (through E-Application platform) accordingly.

The Business Liaison & Sales Quality Dept. (BLiSQ) shall actively monitor and review the MLP
completion by the agency force against the needs of customers.

c. Usage of Standard Business Card

An agent must print and distribute their name card as per the standards and design provided by
Zurich Malaysia.

The Company shall conduct periodical review and sampling of agent name card being used.
Any agent who does not comply with the standard shall be subject to appropriate disciplinary
action accordingly.

33 ZAN Handbook
 d. Personal Data Protection Act (PDPA) and Customer Confidentiality

An agent has the uncompromised duty to safeguard the customer personal data in line with
the Personal Data Protection Act (PDPA). An agent must always uphold the customer
confidentiality and actively prevent disseminating or leakage of customer data or information to
any parties in whatsoever manner or communication channels. This includes but not limited to
customers information such as NRIC, financial background, medical and health history and claims
data etc.

e. External and Internal Replacement of Policies (ROP)

An agent must always adhere to the External (by other Company) and Internal (within Zurich
Malaysia) Replacement of Policies rules and avoid in the replacement conduct which is detrimental
to the interest of the customers. Offenders shall be subjected to ROP action including but not
limited to commissions withholding or clawback. Repeated offender shall be subject to disciplinary
action including warning, promotion deferment, termination and referred to LIAM/ MTA.

f. Agents Complaint and Misconducts

Delinquent agent who practice misconducts detrimental to the customers, fellow agency members
and the Company shall be subject to the Agency Misconduct Disciplinary Action in accordance
with the announced disciplinary matrix.

Upon the Company receives a complaint from the customer or any individual or body, the agent
shall be placed under investigation and the commission account shall be suspended accordingly
to facilitate the investigation. If the agent is found guilty, depending on the severity and number
of times of offence, the agent may be served with warning, stern warning, termination and referred
to LIAM/ MTA.

The agent must maintain high level of awareness and refrain from such malpractice of sales/
misconduct. For more information, please refer to the circular on Intermediary Misconduct and
Disciplinary Action.

Below types of Misconducts for reference.

Part I: Type of Misconducts from Complaints by Customers

1. Criminal Breach of Trust (CBT)

a. Misappropriation of Premium/ Contribution
b. Forgery of Signature
c. False Claims
2. Delay in Premium Handling
3. Mis-selling
a. Misrepresentation of Policy/ Certificate or Benefits/ Features
b. Unauthorised Sales/ Marketing Material
4. Non-Disclosure of Material/ Information to Customer
5. Unauthorised/ Proxy Agent
6. Service Level
a. Non-received of Policy/ Certificate Contract
b. No After Sales Service & Request to Change Servicing Agent

ZAN Handbook 34
 Part II : Other Type of Misconducts (from Non-Customers)

1. Pinching of Agent (Internally or Externally)

2. Agency Conflict involving Physical Acts of Violence
3. Agency Conflict involving Abuse of Language/ Slander/ Harassment
4. Making Deceptive Comments pertaining to another Agency
5. Social Media Misuse
a. Posting which causing Detrimental and/ or Reputational damage to the Company
b. Creating Misleading Posting for Business Gain by Wrongfully Quoting the Name of
Regulators and/ or the Company
c. Disclosure of Personal and Sensitive Customer Info/ Details
d. Promoting other Life Insurance Companies or Takaful Operator’s Business and/ or
Products.
6. Impersonation of other Agency Affiliation
7. Impersonation in TBE/ PCE and/ or CEILI or any other related Examination
8. Agents Fails to Preserve the Confidentiality and/ or had Committed Misuse and/ or Leaking
of Customer Personal Information
9. Agent making Deceptive, Slander, Unfounded Fact, Derogatory, Defamatory Comments
pertaining to the Company and/ or the Company’s Personnel.

Note: The type of Misconduct provided under Part I and Part II above is for reference only and is
not exhaustive in nature.

If you have any enquiries with the above, please email to sales.quality@zurich.com.my

35 ZAN Handbook
 8. Maintenance Of
Contract (MOC)
8.1 Planners Category
8.2 Managers Category
8.3 Waiver & Other Conditions

ZAN Handbook 36
8. MAINTENANCE OF CONTRACT (MOC)

No. Parameter Details

1. Production Credit FYP/ FYCt, APE/ ACE or GAPE/ GACE, GFYP/ GFYCt as appropriate

Qualifying Manpower
2. Total qualifying planners
Management

1st Year PR Formula:

Total Annualised Premium/ Contribution*
collected on policies sold in the previous year
3. Persistency Ratio (PR)
X 100%
Total Annualised Premium/ Contribution*
on total policies sold in the previous year

*Full 12 months premium/ contribution must be collected to be counted

4. Effective Date 1st January 2019 onwards

Rules
• For new planner appointed/ direct appointed leader or promoted/ demoted agency members, the
MOC review shall start from the next financial year from the appointment/ promotion/ demotion
effective date.
• For dual agents, only production, manpower and persistency from equivalent rank between ZLIMB
and ZTMB can be aggregated as they are of the same level. Example:
a) ZLIMB CAM must be ZTMB CAM to have both CAM group’s production, manpower and
persistency ratio aggregated.
b) ZLIMB AM must be ZTMB AM to have both AM group’s production, manpower and persistency
ratio aggregated.
c) ZLIMB Planner must be ZTMB Planner to have both Planner production and persistency ratio
aggregated.
d) Agent’s / Agency Leader’s Contract shall become automatically terminated upon institution
of a voluntary or involuntary proceedings against any planners/ managers in bankruptcy or
under insolvency laws or for receivership.

37 ZAN Handbook
 8.1 Planners Category (Effective 1st January 2019)

No. Parameter Details

Title Wealth Planner (WP) Associate Planner (AP) Executive Planner (EP)

RM70,000
RM10,000 RM120,000
GAPE/ GACE or GFYP/
APE/ ACE or FYP/ FYCt APE/ ACE or FYP/ FYCt
Production GFYCt
OR and
(inclusive of all WPs
12 policies/ certificates 36 policies/ certificates
under the EP)
1.
Persistency
85% on premium/ contribution
(12 months)

Manpower
Not applicable 3 WPs and 1 NR
Management

a. • Life: Within 12 months of appointment: 30 hours (20 hours

within first 6 months of appointment).
• Family Takaful: Complete 20 Training Hours on onboarding
program within the first 6 months of appointment.
Training
2.
Requirements b. • Life : From 3rd year onwards : 30 CPD Hours
• Family Takaful – From 2nd year onwards : 30 CPD Hours
Note: There shall be no aggregation of CPD from Life and Family Takaful.
They must be fulfilled separately.

Termination
Failure to meet annual requirements Failure to meet annual
3. and/ or
for 2 consecutive years requirements for 1 year
Demotion

4. Review Period Financial Year

Rules

For Dual Agents Planner who failed the MOC requirements in the above table, the termination and/ or
demotion is applicable to both ZLIMB and ZTMB contracts.

ZAN Handbook 38
 Quarterly Review for ZLIMB

• Applicability: all planners. New planners contracted or reappointed within the current financial year
is exempted and the quarterly review shall commence 1st January of the immediate following year.
• All planners are required to have minimum one (1) new case paid & approved (products of
Zurich Life) every accounting quarter in year 2020 and onwards. This is to ensure that planners
remain active consistently and to elevate their career potential on full time basis. Note that the rules
has been changed from submit and approved to approved only as per latest ZL circular.
• In the event of non-fulfilment of one (1) new case at the end of any quarter, the planner’s commission
account will be suspended from the beginning of the following month onwards. For avoidance of
doubts, this includes quarter 4 of the year and there is no carry forward of excess cases produced into
the following quarter.
• The suspension will be lifted upon submission and approval of one (1) new case. A review shall be
done every month for the lifting of suspension.
• Please note that the Company reserves the right to review the Planner’s Agent Contract for termination
upon failure to comply with the quarterly review for two (2) consecutive quarters within the calendar
year. A termination notice shall be issued to the respective planners to this effect.
• Please note that this quarterly review is run concurrently with the Yearly Maintenance of Contract
(MOC) Review and necessary action shall be taken upon failure of either review whichever comes
first or together.
• Dual agents under ZLIMB shall be subject to quarterly review under ZLIMB. They are excluded from
the quarterly review under ZTMB.
• The Company may from time to time issue updates and revision to the quarterly review by circular
announcement.

Quarterly Review for ZTMB

• Applicability: all planners. New planners contracted or reappointed within the current financial year
is exempted and the quarterly review shall commence 1st January of the immediate following year.
• All planners are required to have minimum three (3) new cases paid & approved (products
of Zurich Takaful) every accounting quarter in year 2020 and onwards. This is to ensure that
planners remain active consistently and to elevate their career potential on full time basis.
• In the event of non-fulfilment of three (3) new cases at the end of any quarter, the planner’s commission
account will be suspended from the beginning of the following month onwards. For avoidance of
doubts, this includes quarter 4 of the year and there is no carry forward of excess cases produced into
the following quarter.
• The suspension will be lifted upon paid and approval of three () new cases. A review shall be done
every month for the lifting of suspension.
• Please note that this quarterly review is run concurrently with the Yearly Maintenance of Contract
(MOC) Review and necessary action shall be taken upon failure of either review whichever comes
first or together.
• The Company may from time to time issue updates and revision to the quarterly review by circular
announcement.

39 ZAN Handbook
 8.2 Managers Category

No. Parameter Details

Agency Manager Chief Agency Group Chief Agency
Title
(AM) Manager (CAM) Manager (GCAM)
RM1,500,000
RM150,000 RM360,000 GAPE/ GACE
Production GAPE/ GACE or GAPE/ GACE or
GFYP/ GFYCt or GFYP/ GFYCt GFYP/ GFYCt
(personal group)

1. 85% on premium/ 80% on premium/

Persistency 80% on premium/
contribution contribution
(12 months) contribution (Group)
(Direct Unit) (personal group)

6 Qualifying WPs 8 Qualifying WPs

3 Qualifying AM
Manpower OR OR
(inclusive of own Direct
Management 4 Qualifying WPs and 6 Qualifying WP and 2
Unit)
2 NRs NRs

Training 40 hours of leadership training within 1st year of promotion.

2.
Requirements Subsequently – 30 CPD hours

On promotion of WP, On promotion of AM On promotion of AM

AP or EP to AM to CAM to CAM
• Year 1 – 50% of • Year 1 – 50% of • Year 1 – 50% of
GAPE/ GACE or GAPE/ GACE or GAPE/ GACE or
GFYP/ GFYCt of GFYP/ GFYCt of GFYP/ GFYCt of
Production Credit spin-off AM in spin-off CAM in spin-off CAM in
eligible from the first year of the first year of the first year of
3.
Promotion of promotion promotion promotion
Downline • Year 2 – 25% of • Year 2 – 25% of • Year 2 – 25% of
GAPE/ GACE or GAPE/ GACE or GAPE/ GACE or
GFYP/ GFYCt of GFYP/ GFYCt of GFYP/ GFYCt of
spin-off AM in the spin-off CAM in spin-off CAM in
second year of the second year of the second year of
promotion promotion promotion

4. Demotion Failure to meet annual requirements for 2 consecutive years

5. Review Period Financial Year

Rules

• Qualifying Wealth Planner (WP) shall mean WP who meets the maintenance of contract (MOC)
requirements for WP in FULL in the same calendar year for current MOC review.
• Qualifying Agency Manager (AM) shall mean AM who meets the maintenance of contract (MOC)
requirements for AM in FULL in the same calendar year for current MOC review.
• For Dual Agent Managers who failed the MOC requirements in the above table, the demotion is
applicable to both ZLIMB and ZTMB contracts.

ZAN Handbook 40
 8.3 Waiver & Other Conditions

No. Parameter Details

Waiver of MOC
• 50% waiver up to age 70:
Production (APE/ ACE/ GAPE/
a. Attained age 55 year with 15 years of service
1. GACE or FYP / FYCt/ GFYP/
b. Over 20 years of service
GFYCt) and manpower
requirements

• Total waiver of MOC requirements including training

requirements of CPD and etc. in the event of confirmed
Total waiver of all MOC and certified Critical Illness or Total Permanent Disability
2.
requirements (as per standard wording used by the Company for new
business) up to a maximum of 5 years from the date of
diagnosis

• Compliance with LIAM and MTA Codes of Ethics

3. Others
• Compliance with ongoing regulatory guidelines

41 ZAN Handbook
 9. Frequently Asked
Questions (FAQs)

ZAN Handbook 42
9. Frequently Asked Questions (FAQs)

9.1 What is ZAN?

The Zurich Agency Network (ZAN) marks a new beginning for planners who strive to be the best
in the insurance and takaful industry. Our network comprises of two channels, i.e. Life Insurance
and Family Takaful.

9.2 I am currently a Prime Advisor. Which rank will I be holding by 2020?

During the transition period in 2018, Prime Advisor will be re-designated as Prime Planner with
no change to compensation benefits. On 1st January 2020, a Prime Advisor will either be confirmed
as an Associate Planner or re-designated as a Wealth Planner depending on his/ her performance
in meeting the Associate Planner’s maintenance requirement in 2019.

9.3 I am currently an AM who had met the promotion criteria to a CAM. Will I automatically
be promoted to CAM?

No, promotion is not automatic, you are required to submit your application for promotion to a
CAM.

9.4 I am currently a WP in ZLIMB. When I register with ZTMB, do I need to take the Takaful
Basic Examination (TBE)?

Yes, TBE is required for all new planners. You are advised to check your status with your
Manager/ ADH/ BSM for the TBE waiver conditions.

To maintain my status as a GCAM, do the qualifying AM requirements include my

9.5
direct unit?

Yes, it is inclusive of your direct unit.

9.6 Is Zurich Malaysia forcing leaders to join Life Insurance and Family Takaful channels?

No. Zurich Agency Network is free to choose their preferred channel.

9.7 Can a terminated planner join a different agency?

Applicable for ZLIMB and Dual Agent:

A planner who has been terminated less than 24 months must join back the same manager.

A planner who has been terminated for more than 24 months from both channels can choose to
join any agency of his/ her own choice.
Applicable for ZTMB Agent only:
A planner who has been terminated for more than 12 months can choose to join any agency of
his/ her own choice.

However, if the previous agency leader is from Zurich Life Insurance Malaysia Berhad
(ZLIMB), then the said planner can choose to join other agency of his / her own choice
only after 24 months from the contract termination effective date.

43 ZAN Handbook
DISCLAIMER

1. This Handbook is strictly for Zurich Agency Network only and is not for public viewing.

2. This Handbook serves as an information collection which describes the content and applicable
agency administration rules, benefits and incentives in store for planners and managers. Please
read through this Handbook carefully and ensure your proper understanding on all planners and
managers related matters and benefits as well as the criteria for qualifying rules as defined therein.

3. The contents and information provided in this Handbook are correct at the time of printing.
This Handbook will be reviewed and updated from time to time and serves only as a collection of
the prevailing information.

4. Please note that in case of any inconsistency between this Handbook and the Agency Agreement
(including its Schedules), the latter shall take precedence.

5. The Company reserves the absolute right to grant any privilege contained herein, and to make
any changes to any rules, policies and procedures contained in this Handbook as and when
deemed necessary, with notification to the agency force via circular from time to time.

ZAN Handbook 44
Zurich Life Insurance Malaysia Berhad
Zurich Takaful Malaysia Berhad
Level 23A, Mercu 3,
No. 3, Jalan Bangsar, KL Eco City,
59200 Kuala Lumpur, Malaysia.

www.zurich.com.my