SmartDelivery

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

SmartDelivery allows an Advisor to eDeliver a policy contract in one of two ways: online eDelivery or offline delivery.

With the embedded online eDelivery option, you will be able to:

• review and electronically deliver policies to your clients.
• capture eSignatures on key settlement documents.
• complete any additional manual settlement documents.
• return settling requirements to BMO Insurance digitally, in real time.

With the offline delivery option, you will be able to:

• review policies that are ready to deliver to your clients.
• download and deliver the policy contract using your preferred process.
• obtain signatures on settlement documents using your preferred signature method, external to SmartDelivery.
• ultimately return all settling requirements to BMO Insurance digitally, in real time within SmartDelivery.

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 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. Sign in to 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.

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

• view policies 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 eDelivery documents.

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

• view policies on their SmartDelivery dashboard.
• view policy details and perform all components of the offline delivery process, except for signing the settlement documents.

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

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

After completing the eDelivery process, clients will have 90 days to download a copy of their policy from the OneSpan eSign portal, providing them with a digital copy of the contract that they can print. 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 EDELIVERY' button 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 online 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.

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.

SmartDelivery’s online eDelivery process is best suited to those scenarios where the settlement documents are limited to the Delivery Receipt and Amendment.

If you have additional settlement documents requiring manual completion or you have your own documents to deliver to the client, you may prefer the offline delivery process. With offline delivery you can deliver the policy and complete the settlement documents using your preferred signing process. Then, return to SmartDelivery to submit the settlement documents to BMO Insurance’s New Business department for processing.

Once you’ve downloaded the SmartDelivery package, you will follow these steps:

1. Review the documents and determine which documents should be shared with the owner or insureds. Note that insured(s)’ confidential medical disclosures must only be shared with the individual they relate to.
2. If tagging forms for completion using an external eSign solution, please be sure to tag all relevant fields so that the form will be in good order for settlement processing.
3. Share the policy with the policy owner and then obtain their signature on the Policy Delivery Receipt.
4. Share the confidential medical disclosures with the insured they relate to and obtain their signature on the Delivery Receipt.
5. Share any additional forms with the appropriate parties for completion and signing.

When you have the policy and the settlement documents completed and signed, return to the policy in SmartDelivery to upload the documents. Click the ‘Ready to Settle’ button to have them immediately returned to BMO Insurance for processing.

Please be sure to delete any confidential client documents from your device or network once settlement is complete.

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

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 an Annuity or Segregated Fund or;
• if policies were issued as a result of a policy split or other change to an inforce policy.

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.

In most instances, your clients should receive an email directly in their inbox from OneSpan once you release the eDelivery package to them through the online eDelivery process. 

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.

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 EDELIVERY" 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 together or individually when viewing a record there.

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.

Yes. If you prefer an alternative method to share the policy with the client and obtain signatures on the policy documents, SmartDelivery offers you the ability to complete the policy delivery process offline. You can use your preferred signature method, independent of the SmartDelivery platform—whether it be an alternative e-signature platform or wet signatures. 

Once the policy has been delivered and settlement documents completed and signed, return to SmartDelivery to return the settlement documents directly to BMO Insurance for the most efficient processing.

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 documents for manual signing are any settlement documents other than the Delivery Receipt and Amendment that are not yet supported by BMO's online 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 alternative e-signature platform or wet signature. 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 MGAManaging General Agent 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 uploaded in the Additional Documents section of the final tab in SmartDelivery.

Additional documents can be attached to the SmartDelivery package on the ‘Document upload and submission’ tab, prior to clicking on the ‘Ready to Settle’ button.  These will be returned to BMO along with the completed settlement documents.

A combined total up to 20MBM B 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.

With online eDelivery, 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 from the SmartDelivery record's 'eSign status, document upload, and submission' tab.

When using online eDelivery, if your client received both the eSignature invitation email and the authentication code via SMSshort message service, but is unable to successfully login, please contact our Digital Support Team (DST) at: 

• 1-855-208-3675 (Monday to Friday, 9:00 AM - 6:00 PM (ET)) or;
• insurance.DST@bmo.com

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

• With SmartApp the advisor does not need to eSign. With SmartDelivery the advisor is required to eSign.
• The eSignature Client Guide 981E can be shared with your client to provide them with instructions on the eDelivery eSign process.

Currently, the online 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. Alternatively, you may prefer to use the offline delivery option to eDeliver the full contract and settlement documents.

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.

The 'Reinitiate Signatures' function should be used when a signing party 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 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 uploaded in the ‘Additional Documents’ section of the final tab in SmartDelivery.  These will be submitted to BMO’s New Business department along with the settlement requirements when ‘Ready to Settle’ is selected.

Yes – the offline delivery option may be suited to this need, since additional forms cannot be sent to the client using SmartDelivery’s online delivery process.  

Select the ‘Offline Delivery’ option in the respective SmartDelivery record to combine the BMO policy and settlement documents with your own forms and use your own external delivery process. Once you’ve completed offline delivery, the BMO Insurance settlement documents should be uploaded back to SmartDelivery.  Select the ‘Ready to Settle’ button to return them to BMO Insurance. Your non-BMO related forms should not be returned to BMO Insurance.

With online eDelivery, the client has access to the contract, disclosures, and eSigned delivery documents via the OneSpan portal for 90 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.