[INSURANCE CONCEPTS (IC) REVIEW-ONLINE PROGRAM GUIDELINES] · [INSURANCE CONCEPTS (IC)...

2013

Sun Life of Canada

(Philippines) Inc.

Sales Training and

Development

[INSURANCE CONCEPTS (IC) REVIEW-ONLINE

PROGRAM GUIDELINES]

This document contains the program guidelines and frequently asked questions.

Version 2.1 Updated on January 2013

Page 1

Circular No. 68

IC REVIEW-Online Program Guidelines and Frequently Asked Questions

FAQs / Guidelines Page

What is IC REVIEW-Online? on page 3

Who may enroll in IC REVIEW-Online? on page 3

What requirements are needed to be enrolled in IC REVIEW-Online? on page 4

Where, when and how can the course be taken/accessed? on page 4

When and how can Learners enroll in the course? on page 4

How will the Learner know that he/she can already access the course? on page 6

What should the Learner do if the e-mail notification was not received? on page 7

What should the Learner do if he/she wants to change the e-mail address where the

notifications are sent?

on page 7

How long does it take to finish the course? on page 8

What if the Learner was not able to finish the course at the given timeframe? on page 8

The Learner is unable to finish/complete the course within 7 days, and is unable to

request for an extension on the 5th day. How can the Learner/ SSA/ Manager request

for re-enrollment?

on page 9

How to pay the Re-enrollment / Extension Fee? To whom will it be charged? on page 10

Why is there a re-enrollment fee? on page 12

If re-enrolled, how long is the extension given? on page 12

Would the access of the Learner be extended if there are any unforeseen system

problems?

on page 12

If there are technical difficulties / downtime within the 7-day timeframe, can the

request for extension be free?

on page 12

Who or where can the Learner turn to for support, if he has questions or problems

while taking the course?

on page 13


Page 2

Is there a difference between IC REVIEW face-to-face and IC REVIEW-Online? Can

a Learner transfer between face-to-face and online?

on page 13

Can a learner take IC REVIEW Online while taking other online courses? on page 14

What happens after the Learner has finished the lecture part of the course? on page 14

What are the IC Simulated Exam and the IIAP-VFE Simulated Exam? on page 15

What are the requirements before taking the IC Simulated Exam and the IIAP-VFE

Simulated Exam?

on page 16

Is it mandatory that the Learner will take the IC Simulated Exam or the IIAP-VFE

Simulated Exam?

on page 16

What is the passing score of the Simulated Exam and the Actual Licensing Exam? on page 16

What should the Learner do if the system fails to launch the Simulated Exam (system

is down)?

on page 16

What happens after the Learner has passed the Simulated Exam and completed the

course?

on page 17

How will the managers know if their Learner(s) had been enrolled and/or have

completed the course?

on page 17

What should the Learner do if the modules / downloadables / videos / exams are not

displaying properly?

on page 18

What should the Learner do to make sure the system will register his/her progress as

COMPLETE?

on page 18

What should the Learner do if the system registered his/her progress as

INCOMPLETE despite finishing all the modules?

on page 19

What are the 10 things the Learner should remember to have an enjoyable learning

experience?

on page 19


Page 3

1. What is IC REVIEW-Online?

The Insurance Concepts Review Online (IC REVIEW-Online) course is an alternative to the classroom-

based/face-to-face IC REVIEW.

This course will help the Learner prepare for the Insurance Commission’s Traditional/Life Licensing Exam

or the Insurance Institute of Asia and the Pacific’s Validating Final Exam. In this course, the Learner will

learn the fundamental concepts of life insurance and have a greater appreciation for how it works.

Upon completing this course and passing the Traditional/Life Licensing Exam, the Learner becomes

eligible to have a Traditional/Life Insurance Code and have the license to sell Sun Life’s Traditional Life

Insurance Plans.

2. Who may enroll in IC REVIEW-Online?

Learners who have attended the Business Orientation Forum (BOF)

Learners who have not started BTC1 and BTC2 sessions

Learners who are currently taking up BTC1 face-to-face/classroom sessions

Learners who are currently taking up BTC2 face-to-face/classroom sessions

Learners who are finished with BTC1 and BTC2 classroom or online sessions

Note: A Learner may only be enrolled in one (1) online course at a time. He/she may not be

enrolled in two (2) or more online courses at the same time.


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3. What requirements are needed to be enrolled in IC REVIEW-Online?

A working / active e-mail address

An internet connection (preferably DSL over wireless/broadband)

Internet Explorer 8 or Mozilla Firefox version 3.6 up

4. Where, when and how can the course be taken/accessed?

As a fully online e-learning course, it is accessible anytime (24 hours a day, 7 days a week) from

anywhere there is internet connection. This means that Learners can take the BTC1-Online course at the

comfort of their homes or offices, at Internet Cafes, or at the Branch (may be subject to rules and

capability of the branch). The course currently accessible on both PCs and Macs only (mobile phones

and tablets are not yet supported), and runs on any modern internet browsers.

5. When and how can Learners enroll in the course?

Learners may enroll in IC REVIEW-Online anytime. Similarly, requests for extensions and re-enrollments

are also accepted anytime. However, there is a daily cut-off time of 12:00 NOON.

Requests received on or before the cut-off time will be processed on the same day, and the Learner can

begin to access the course on the following day (1:00 am). For example, if the request was received by

12:00nn on April 1, the enrolled or re-enrolled Learner may begin to access the course on April 2, 1:00am

(this is Day 1 of his access).


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Requests received after the cut-off will be processed on the following day. For example, if the request

was received at 12:01pm on April 1, the request will be processed on April 2, and the enrolled or

re-enrolled Learner may begin to access the course only on April 3, 1:00am.

IMPORTANT:

SSAs and/or Managers can request for enrollment. Make sure to include the TESTING CENTER where

the Learner will take the actual exam. These testing centers are the Insurance Commission (IC) and the

Insurance Institute of Asia and the Pacific (IIAP).

CHANGING TESTING CENTERS IS NOT ALLOWED. Make sure that the Learner will take the actual

exam at the declared testing center. This is because the Simulated Exam the Learner will take at the end

of the course, and the Exam Permit to be issued by Sales Training and Development, is different for IC

and IIAP.

To enroll send an e-mail to [email protected] with: (It would be best to copy paste this.)

1. A Standard E-mail Subject: REQUEST FOR IC REVIEW ONLINE ENROLLMENT (all caps)

2. Learner’s

a. Complete Name

b. E-mail Address (Make sure this is an active/ working e-mail ad)

c. Birthdate (month day, year --- ex: June 18, 1975)

d. BTC 1 completion date (if IIAP)

e. BTC 2 completion date (if IIAP)

f. Contact Number(s)

g. Branch

h. Preferred Testing Center (IIAP or IC. Make sure this is where the Learner will take the

actual exam. Changing testing centers IS NOT ALLOWED. )

3. Manager/Recruiter’s

a. Complete Name


c. Contact Number(s)


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6. How will the Learner know that he/she can already access the course?

Upon enrollment, the Learner will receive an enrollment notification by e-mail. Note that this is the reason

why the Learner’s e-mail address is a requirement for enrollment. Make sure that the e-mail address

provided is working/active. This means that it is capable of receiving e-mail messages and that its

capacity is not full.

Here is what the Learner should look for in his/her registered e-mail:

Sender: Sun Life Sales Training and Development

Subject: 'You have been successfully enrolled to the Basic Training Course 1 Online Course'.

The enrollment notification e-mail contains instructions to the Learner on how to begin accessing the

course. In particular, the e-mail contains the following:

a. Unique USERNAME and PASSWORD

b. Clickable link (URL) to the course;

c. Step-by-Step User Guide which the Learner must download and print before he begins to take

the course; and

d. Important information about the kind of equipment, tools, and software plugins (e.g., speakers,

calculators, Adobe Flash Player and Reader, etc) that the Learner needs in order to have the best

experience and succeed in the course.


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7. What should the Learner do if the e-mail notification was not received?

The Learner must check if the e-mail address given is:

1. Correct.

2. Active or working. This means that it is capable of receiving e-mail messages.

3. Not yet full in capacity.

4. Or the e-mail notification was not sent to the SPAM / BULK / JUNK folder. The notification could

have possibly been automatically moved into these folders.

Inform our Training Staff /STD through [email protected] if they have not received the

e-mail notification.

8. What should the Learner do if he/she wants to change the e-mail address where the notifications are

sent?

The initial e-mail address the Learner has given in his/her request for enrollment is the e-mail address

registered in the system. Should the Learner wish to change the e-mail address where the notifications

are sent, he/she should send an e-mail notification to [email protected] with the

following details: (It would be best to copy paste this.)


Page 8

9. How long does it take to finish the course?

The course can be finished in 25 hours or less but Learners are given seven (7) calendar days to access

and finish the course. The first enrollment is free of charge.

10. What if the Learner was not able to finish the course at the given timeframe?

If Learner is unable to finish/complete the course within 7 days he/she may request for RE-

ENROLLEMENT subject to a Re-Enrollment Fee of P250. Re-enrollments require Learners to repeat the

course from the beginning.

1. A Standard E-mail Subject: REQUEST FOR CHANGE IN REGISTERED INFORMATION

(all caps)

2. Learner’s

a. Name

i. Former Registered Name:

ii. New Name:

b. E-mail Address (make sure this is an active/ working e-mail ad)

i. Former Registered E-mail Address:

ii. New E-mail Address:


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11. The Learner is unable to finish/complete the course within 7 days, and is unable to request for an

extension on the 5th day. How can the Learner/ SSA/ Manager request for re-enrollment?

Re-enrollments will require Learners to repeat the course from the beginning. If Learner is unable to

finish/complete the course within 5 days he/she may request for RE-ENROLLEMENT subject to a Re-

Enrollment Fee of P250.

Learners who wish to re-enroll in IC REVIEW-Online may e-mail [email protected]

anytime. However, there is a daily cut-off time of 12:00 NOON.

Requests received on or before the cut-off time will be processed on the same day, and the Learner can

begin to access the course on the following day. For example, if the request was received by 12:00nn on

April 1, the re-enrolled Learner may begin to access the course on April 2 (this is Day 1 of his access).

Requests received after the cut-off will be processed on the following day. For example, if the request

was received at 12:01pm on April 1, the request will be processed on April 2, and the re-enrolled Learner

may begin to access the course only on April 3.


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Learners/ SSAs and/or Managers can request for RE-ENROLLMENT. They only need to send an e-mail

to [email protected] with: (It would be best to copy paste this.)

12. How to pay the Re-enrollment / Extension Fee? To whom will it be charged?

Extension and Re-Enrollment Fees are charged to the Learner through his recruiter/manager, and can be

paid either at any Sun Life Customer Center or through deduction from their recruiter/manager’s salary.

Before the request for extension / re-enrollment can be processed, an amount of PhP 250.00 must be

paid. If the payment will be made at the nearest Customer Center, provide the following details:

I. STD Budget Code: 56201

II. Purpose of Payment: Re-enrollment for IC REVIEW e-learning

1. A Standard E-mail Subject: REQUEST FOR IC REVIEW ONLINE RE-ENROLLMENT (all

caps)

2. Learner’s

a. Complete Name

b. Contact Number(s)

c. Branch

d. Preferred Testing Center (IIAP or IC. Make sure this is where the Learner will take the

actual exam. Changing testing centers IS NOT ALLOWED. )


a. Complete Name



4. O.R. Number (if paid thru Sun Life Customer Center)


Page 11

III. Payor: Name of Learner

After payment has been made, send the O.R. via E-MAIL as scanned image / POUCH. When O.R. has

been sent, notify Sales Training Dept. via e-mail ([email protected]) the details, and

then we will process the re-enrollment.

If the payment will be made through deduction from their recruiter/manager’s salary , please indicate it in

the email request and provide the recruiter/manager’s code.

For requests for RE-ENROLLMENT, send an e-mail to [email protected] with: (It would

be best to copy paste this.)

NOTE: If Learner is unable to request for an extension, his access will be automatically deactivated on the 7th day, and

upon re-enrollment he will have to repeat the course from the beginning. Learner may request for RE-ENROLLEMENT

subject to a Re-Enrollment Fee of P250. Daily cut-off time is 12:00 NOON. Requests received on or before the cut-off

time will be processed on the same day, and the Learner can begin to access the course on the following day. Requests

received after the cut-off will be processed on the following day.

1. A Standard E-mail Subject: REQUEST FOR IC REVIEW ONLINE RE-ENROLLMENT (all caps)

2. Learner’s

a. Complete Name

b. Contact Number(s)

c. Branch

d. Preferred Testing Center (IIAP or IC. Make sure this is where the Learner will take the actual

exam. Changing testing centers IS NOT ALLOWED. )


a. Complete Name



4. O.R. Number (if paid thru Sun Life Customer Center)


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13. Why is there a re-enrollment fee?

Re-enrollments happen when a Learner fails to finish the course within the given 7 days for IC REVIEW.

The first IC REVIEW online training is free. The re-enrollment fee is there to cover for the online costs for

the training.

14. If re-enrolled, how long is the extension given?

If re-enrollment is requested, another 7 days would be given.

15. Would the access of the Learner be extended if there are any unforeseen system problems?

In the case of scheduled system maintenance or unforeseen system problems, extension will be given

based on the number of days the system was not accessible (down-time). For example, if an unforeseen

system problem or downtime occurred for 2 days, the Learner will be given additional 2 days to complete

the course.

16. If there are technical difficulties / downtime within the 7-day timeframe, can the request for re-

enrollment be free?

For technical difficulties, re-enrollment/extension is free.


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17. Who or where can the Learner turn to for support, if he has questions or problems while taking the

course?

For questions and clarifications related to the content, Learners may approach their RESPECTIVE

MANAGERS (as frontline support for content).

For technical concerns, Learners may contact the following:

[email protected] (dedicated email address for all e-learning concerns)

(02) 555-8888 (trunk line --- office hours only):

o Local 5404 for MM Learners

o Local 5325 for Luzon Learners

o Local 5057 for VisMin Learners

0939-253-3645 (mobile number --- for non-office hours only)

Questions, concerns and issues that are not immediately answerable by our call center agents over the

phone during the call, will be resolved within a 48-hour period.

18. Is there a difference between IC REVIEW face-to-face and IC REVIEW-Online? Can a Learner

transfer between face-to-face and online?

The content of the face-to-face and the online versions of IC REVIEW are the same. The main difference

lies in the delivery format. The face-to-face classes are facilitated by a trainer or a Field Manager and

there are live activities. Whereas, the online course are composed of videos, slideshows, and interactive

mailto:[email protected]


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games. In both the face-to-face and online versions, the Learner must pass the 50-item Simulated Exam

to pass the course. Passing score is 70%.

Because of the difference in the delivery format, shifting or transferring between face-to-face and online

versions will require two things:

a. That the Learner repeat from the beginning of the course. Example: If the Learner has already

attended the first 2 days of an IC REVIEW face-to-face run, he still needs to start from the beginning

if he enrolls in IC REVIEW-Online. The same applies to Learners who have finished a partial of IC

REVIEW-Online—upon transferring to IC REVIEW face-to-face, he needs to attend all classroom

days.

b. The Learner needs to pay a switching fee of P250.

19. Can a learner take IC REVIEW Online while taking other online courses?

Unfortunately, the learner can only take one (1) online course at a time.

20. What happens after the Learner has finished the lecture part of the course?

After the Learner has finished the lecture part of the course, he/she will take the Insurance Commission

(IC) Simulated Exam or the Simulated Insurance Institute of Asia and the Pacific Validating Final Exam

(IIAP-VFE Simulated Exam).


Page 15

IMPORTANT:

When requesting for enrollment in the IC REVIEW-Online, make sure to include the TESTING CENTER

where the Learner will take the actual exam. These testing centers are the Insurance Commission (IC)

and the Insurance Institute of Asia and the Pacific (IIAP).

For Learners who have declared IC as the preferred testing center, Sales Training and Development will

assign the IC Simulated Exam to him/her after the lecture part of the course. Likewise, if IIAP was

declared as the preferred testing center, Sales Training and Development will assign the IIAP Simulated

Exam to him/her after the lecture part of the course

CHANGING TESTING CENTERS IS NOT ALLOWED. Make sure that the Learner will take the actual

exam at the declared testing center. This is because the Simulated Exam the Learner will take at the end

of the course, and the Exam Permit to be issued by Sales Training and Development, is different for IC

and IIAP.

21. What are the IC Simulated Exam and the IIAP-VFE Simulated Exam?

These are online ‘MOCK’ exams that aim to prepare the Learner for the actual licensing exam. Chances

for the Learner to pass the actual exam are greater if he/she passes the simulated exam.


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22. What are the requirements before taking the IC Simulated Exam and the IIAP-VFE Simulated Exam?

IC Simulated Exam IIAP-VFE Simulated Exam

Completed IC Review classroom session

or online course

Completed and Passed BTC1 and BTC2

classroom session or online course

Completed IC Review classroom session

or online course

Note: The Learner will not be enrolled without completing and passing the said pre-requisites.

23. Is it mandatory that the Learner will take the IC Simulated Exam or the IIAP-VFE Simulated Exam?

Yes. The IC Simulated Exam or the IIAP-VFE Simulated Exam is mandatory because the EXAM PERMIT

will only be released by Sales Training and Development after successfully passing the simulated exam.

Passing score is 70%.

24. What is the passing score of the Simulated Exam and the Actual Licensing Exam?

Just like the actual licensing exam, the simulated exam’s passing score is 70%.

25. What should the Learner do if the system fails to launch the Simulated Exam (system is down)?

1. The Learner should report the incident to Sales Training and Development (STD). E-mail a

screenshot of the error to [email protected].

2. STD in turn will verify the report.


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3. If the system is down, the Learner may take the Simulated Exam manually at his/her

respective branch. STD will e-mail the Learner, SSA, and the Manager to inform that the

following Learners will take the Simulated Exam manually.

4. The SSA/Manager should send to STD via pouch or via fax the answered Exam. STD will

check the answers.

5. If the Learner passed, STD will send the Exam Permit to the branch via pouch. If the Learner

failed, STD will request the Learner to take the Exam again until he/she passes.

26. What happens after the Learner has passed the Simulated Exam and completed the course?

Upon reaching the end of the course, the system will instantly inform the Learner that he has successfully

completed the course. Simultaneously, the system will also send a completion notification by e-mail to the

Learner.

The system generates a Certificate of Completion which the Learner may print if he wants to.

27. How will the managers know if their Learner(s) had been enrolled and/or have completed the course?

Managers may call STD to inquire about enrollments and successful completions.


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28. What should the Learner do if the modules / downloadables / videos / exams are not displaying

properly?

1. Learner should initially check if they have the latest version of their preferred internet

browser. If not, they should update their browser version.

2. Learner should also check the internet connection being used. DSL over wireless broadband

is recommended.

3. The Learner must make sure that his/her computer has the LATEST VERSION of Adobe

Acrobat Reader and Adobe Flash Player installed. To download and install go to these

websites:

http://get.adobe.com/reader/

http://www.adobe.com/support/flashplayer/downloads.html

29. What should the Learner do to make sure the system will register his/her progress as COMPLETE?

1. Complete each module WITHIN 1 HOUR.

2. Do not leave the module IDLE for more than 1 hour.


http://www.adobe.com/support/flashplayer/downloads.html


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3. Always CHECK if the account is still SIGNED IN especially if the module was not completed

within one hour or if the module has been idle for more than an hour.

4. Complete ALL THE MODULES.

30. What should the Learner do if the system registered his/her progress as INCOMPLETE despite

finishing all the modules?

Unfortunately, the Learner should RETAKE the modules. This time, he/she should remember the

following:

1. Complete each module WITHIN 1 HOUR.

2. Do not leave the module IDLE for more than 1 hour.

3. Always CHECK if the account is still SIGNED IN especially if the module was not completed

within one hour or if the module has been idle for more than an hour.

4. Complete ALL THE MODULES.

31. What are the 10 things the Learner should remember to have an enjoyable learning experience?

1. Check the internet connection requirement. (DSL over wireless/broadband)

2. Check the internet browser used. Learner should use any of available modern browsers with

the latest version (Internet Explorer, Mozilla Firefox, Google Chrome, Safari)

3. Install the latest Adobe Flash and Adobe Reader plug-in. Download the latest version before

beginning. Instructions on how to do this can be found in the User Guide.

4. Read first the User Guide attached to the welcome notification e-mail to learn how to navigate

the online training.

http://get.adobe.com/flashplayer/


http://asia.feathercap.net/xlearn/courses/courses_775480/SLF_BTC2_Program-Overview_v1_2011-0120/attachments/Sunlife_e-learning_user_manual.doc


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5. Download the prescribed font Agenda Tabular Medium so that the texts of the lessons will be

displayed properly. If the Learner does not have it in their system, they can install the

attached file in the welcome notification e-mail. Instructions on how to do this can be found in

the User Guide.

6. Attach earphones / headset or make sure the volume on the computer is not on mute to be

able to listen to the audio narration of the training.

7. BOOKMARK THE LINK: https://sunlife-asia.learnflex.net/

8. SAVE THE GIVEN LEARNER ID AND PASSWORD.

9. Go through each lesson completely and pass the respective quizzes before proceeding to the

next lesson.

10. Have a calculator, pen and paper. The course may have computational exercises.

http://asia.feathercap.net/xlearn/courses/courses_775480/SLF_BTC2_Program-Overview_v1_2011-0120/attachments/Agndm.zip


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Version Control

Version Date Document Changes

V1.0 September 19, 2011 None. Original version.

V1.1 September 23, 2011 Added item # 24. What should the Learner do if the system fails to launch the Simulated Exam

(system is down)?

V1.2 September 30, 2011 Added item# 8. What should the Learner do if he/she wants to change the e-mail address where the

notifications are sent?

Removed the E-mail address in the request for re-enrollment and extension templates.

Added item#20. Can a learner take IC REVIEW Online while taking other online courses?

V2.0 December 21, 2012 Revised guidelines based on the new LMS:

All system emails will be received at 1:00am, including new enrollments.

Birthdate is required on enrollment requests.

Only re-enrollments are allowed. Extensions are no longer supported.

Additional support channels are provided.

Any modern browser can be used as long as it is updated to the latest version (Internet Explorer, Mozilla Firefox, Google Chrome, Safari)

V2.1 January 14, 2013 Added “2.d BTC 1 date of completion” for enrollment detail Added “2.e BTC 2 date of completion” for enrollment detail

[INSURANCE CONCEPTS (IC) REVIEW-ONLINE PROGRAM GUIDELINES] · [INSURANCE CONCEPTS (IC)...

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