SmartDelivery – For electronic policy delivery

SmartDelivery is BMO Insurance’s electronic policy delivery (eDelivery) solution allowing you to manage your client’s policy and settlement documents more efficiently.

• Review and electronically deliver policies to your clients.
• Capture eSignatures on key settlement documents.
• Complete any manual settlement documents.
• Return settling requirements to BMO Insurance digitally, in real time.

The SmartDelivery Advisor Guide and instructional video should provide you with all you need to know to perform an eDelivery. If you require further assistance with the SmartDelivery process, please contact our Digital Support Team (DST) at insurance.dst@bmo.com or 1-855-208-3675 from Monday to Friday, 9:00AM - 6:00PM ET.

If you have questions about the specific delivery requirements or contract for a specific policy, please contact your MGA/National Account New Business team.

To access SmartDelivery, visit the Advisor Support site using your personal User ID and password that you received when you were originally contracted with BMO Insurance. Once you login, click on the SmartDelivery tab to get started.

If you don’t have this information, please contact our Digital Support Team (DST) at insurance.dst@bmo.com or 1-855-208-3675 from Monday to Friday, 9:00AM - 6:00PM ET.

The servicing advisor will receive an email as soon as a policy has been issued and is available for eDelivery. MGAs will receive a copy of this notification.

Yes, the National Account servicing advisor can assign a licensed assistant to assist with the eDelivery of a policy. A licensed assistant can:

• view policy on their SmartDelivery dashboard.
• view policy details and perform all components of the eDelivery process, except for eSigning the eDelivery documents.

The individual ultimately accountable for delivery is still the servicing advisor, who must therefore eSign the delivery documents.

SmartDelivery is now the default delivery method for all new Life and Critical Illness Insurance policies, as well as all conversions. However, there are certain circumstances in which eDelivery is not currently supported and a paper policy is issued by default.

SmartDelivery cannot be used:

• if each owner and insured person do not have unique e-mail addresses and mobile phone numbers (these are required for authentication purposes) or;
• if any life insured is under the age of 16 (or 18 in the province of Quebec) or;
• if the policy is owned by an entity (corporation/trust) and the insured is not the sole signing officer of the entity or;
• if the policy is a term conversion from a policy originally issued by Abbey Life, ITT Hartford, or Norwich Union¹, or;
• if the policy is an Annuity or Segregated Fund or;
• if policies were issued as a result of a policy split or other change to an inforce policy.
• if the client or advisor is outside of a jurisdiction in which the advisor is licensed to sell insurance.

By default, BMO Insurance will only issue paper contracts for policies that are ineligible for eDelivery.

After completing the eDelivery process and downloading the policy, clients are able to print it. The advisor can also print the policy once the eDelivery process is complete.

If an eDelivery package has been sent to the advisor and it is determined the client would prefer a paper contract, the advisor can reject the eDelivery package, by selecting the 'Reject Policy' link on the eDelivery Review screen and indicating that paper delivery is preferred.

There are no restrictions on the types of devices that advisors or clients may use to complete the SmartDelivery process. To complete the eSign process, we recommend using a touch-enabled tablet, laptop, or desktop computer. Other laptops and personal computers can also be used. The device must be connected to the internet for eDelivery to be completed.

SmartDelivery has been thoroughly tested for compatibility with the most recent versions of Edge, Chrome, Firefox, and Safari.

An eDelivery package will be available until the eDelivery Expiry Date shown on the SmartDelivery dashboard. In most cases, this is 45 days from the policy's date of issue.

Each signing party has seven days to complete the signing process before the signing session expires. If the signing session expires before the eDelivery Expiry Date is reached and the client still wishes to sign, a new eSign invitation can be sent to the client using the SmartDelivery record's 'eSign status, document upload, and submission' screen.

In most instances, your clients should receive an email directly in their inbox from OneSpan.

However, due to the settings of internet service providers (ISPs) and email providers, this email may in some cases end up in the Junk Email box. In such circumstances, simply advise your clients to check their Junk Email folder for OneSpan messages.

The recipient can then recover the email, move it to their inbox, and proceed with the next steps. If this is unsuccessful or you determine you need to correct the client’s email address, you can do this and resend the invitation by selecting the 'Resend' button beside the client’s details from the SmartDelivery record's 'eSign status, document upload, and submission' screen.

If your client received both the eSignature invitation email and the authentication code via SMS, but is unable to successfully login, please contact our Digital Support Team (DST) at:

SmartDelivery provides the option to return a policy to BMO Insurance and specify the reason for doing so. While viewing a case, select the "REJECT POLICY" button and follow the on-screen prompts to specify why the eDelivery will not be completed.

eDelivery records are viewable on the eDelivery History tab within SmartDelivery for 30 days from completion of eDelivery. The policy and all signed settlement documents can be downloaded when viewing a record there.

SmartDelivery uses the same OneSpan solution as SmartApp for electronic signatures. The only differences are:

At this time, the SmartDelivery eSign process includes standard settlement requirements: the contract delivery receipt and amendment (if one is required).

If additional documents require completion or signature upon delivery, they must be manually downloaded, completed, and uploaded back to SmartDelivery in order to submit them to BMO Insurance for settlement.

The most effective method for avoiding the requirement for manual documentation is to ensure that the application is complete and that all required forms and information are submitted prior to policy issuance.

In future SmartDelivery updates, BMO Insurance plans to incorporate more forms into the integrated eSign process.

Any policy remaining in the SmartDelivery portal without eDelivery being completed by the eDelivery Expiry Date, will be automatically rejected and BMO Insurance will initiate Not Taken processing.

No, SmartDelivery supports the end-to-end policy delivery process and requires that the policy be delivered using the SmartDelivery solution. When a policy is delivered using SmartDelivery, the insured(s) will receive their confidential disclosures as part of the eSign package and have an opportunity to review and verify those before completing the delivery receipt. The advisor will not have access to these confidential documents and, thus, for the delivery to be completed accurately, the SmartDelivery solution must be used.

SmartDelivery also includes the ability to return the settlement documents directly to BMO Insurance from the platform for most efficient processing.

If you or your client prefer not to use SmartDelivery, please use the 'Reject Policy' link at the bottom of the Review eDelivery Package screen and provide us with the details of why eDelivery will not be completed.

Almost, but not quite! To return the settlement documents to BMO Insurance’s New Business team and complete the eDelivery process, return to the policy in SmartDelivery, address any manually completed documents (if applicable) and, once the policy is in a Final Review status, click on the 'Ready to Settle' button. You will receive a confirmation that eDelivery is complete and the settlement documents will be automatically returned to BMO for processing.

The settlement package contains all the requirements necessary to settle a policy based on the information BMO Insurance has about the policy at the time of issue. If it's determined that another document needs to be submitted to BMO, forms can be downloaded from the BMO Insurance Advisor website, completed, and emailed to our New Business department.

When the SmartDelivery package is returned for settlement, include a note that indicates which additional documents have been submitted via email.

Unfortunately, no. Currently, SmartDelivery only supports the delivery of the BMO Insurance policy, it's related documents, and the eSign of the Delivery Receipt and Amendment (if applicable).

The documents for manual signing are any settlement documents other than the Delivery Receipt and Amendment that are not yet supported by BMO's eSign process and must be completed and returned to BMO Insurance to settle the policy.

These documents should be downloaded and completed outside of SmartDelivery. They can be completed and signed using an alternate, reputable eSign solution or wet signed. Once completed, they should be uploaded back to SmartDelivery to be returned to BMO with the other eSigned settlement documents.

To confirm the settlement requirements for a particular policy, refer to the Issue Case Status Report in the 'Review eDelivery Package' tab of the policy record. If further clarification on a requirement is necessary, please reach out to your MGA administrator, BMO Insurance's New Business department, or your Case Coordinator.

BMO Insurance accepts documents eSigned using reputable solutions (such as Docusign and OneSpan). If the eSigned document includes embedded eSign evidence, no additional documentation is required. If the eSign evidence is not embedded in the document, the separate eSign evidence can be emailed to our New Business department for processing.

When the SmartDelivery package is returned for settlement, include a note that indicates eSign evidence has been submitted via email.

A combined total up to 20MB of documents can be attached and submitted via SmartDelivery. Should you have document(s) that exceed this maximum, please submit to BMO Insurance's New Business department via email to: Insurance.individualnewbusiness@bmo.com

When the SmartDelivery package is returned for settlement, include a note that indicates manually signed documents have been submitted via email.

While a policy is in the Advisor Review stage, the client contact details can be updated on the 'Confirm Contact Details and Release eDelivery' tab.

Once the eSign process has been initiated and the policy is in the 'Awaiting eSignatures' stage, the contact details can be updated and the eSign invite resent using the revised details by clicking on the 'Resend' button beside the client details on the 'Esign Status, Document Upload and Submission' tab of the SmartDelivery record.

The 'Reinitiate Signatures' function should be used when a signing parties has rejected the eSign process in error and you'd like to restart the eSign process from the beginning. This will begin the policy review and eSign process from the beginning, and prompt all parties to review and sign the documents again.

The 'Resend' function should be used when an individual signer has not received the eSign invite or has been locked out of the eSign platform. This is also where the signer’s email and mobile phone information can be updated before resending the invite. Resend will send a new eSign invite to that individual signer, without impacting the other signing parties.

The client has access to the contract, disclosures, and eSigned delivery documents via the OneSpan portal for 30 days from the date the eSign process is completed. It is crucial that the policy owner download a copy of the policy and store it securely for their own records.

If it is less than 30 days from when the settling requirements were returned to BMO Insurance via SmartDelivery, the advisor can download a copy of the policy by accessing the case from the SmartDelivery eDelivery History screen. If it's been more than 30 days and the policy is not yet settled, please contact our New Business department or your Case Coordinator for a digital copy that can be shared with the client. If the policy has already settled, please contact our Client Services Department to have another digital copy of the policy sent to the client.