The offer was open for three months, from April 1 to June 30, for any new customers who joined via nibAPPLY and was valid under nib’s Ultimate Health and Ultimate Health Max policies.

The offer covered certain pre-existing conditions after three years which would normally have a longer or permanent exclusion.

However, according to a recent email sent to advisers by nib's head of member engagement Nic Dorward, "Many applications have required manual underwriting which has resulted in a backlog of up to three weeks. As a result, some new business applications may take longer for terms to be offered or cover issued."

"To allow us to process the greatest number of applications in the shortest time, we’ve prioritised applications in the pipeline that don’t include medical notes.

"In future, please do not provide medical notes (unless nib specifically requests them). Doing so means that nibAPPLY cannot auto underwrite the application which causes delays in the issuing of cover. 

"nib underwrites new applications from the information provided by the client in nibAPPLY. Medical notes are only required when nib has specifically requested these.

"The provision of medical notes does not discharge the client’s duty of disclosure in the application questions," Dorward said in her email.

nib New Zealand chief executive Rob Hennin said the Ultimate Health special campaign offer was well received by advisers helping them to provide more of their clients with access to health insurance cover on more favourable terms than may have otherwise been the case.

Hennin said medical notes from a GP often only cover a part of the health record for their clients and nib underwrites based on answers to questions asked in the health cover application, whether that’s in paper form or digitally via nibAPPLY.

"As long as there has been full disclosure then advisers and their clients can have confidence in the underwriting terms we apply.

"Where further information is required to make an assessment we will liaise with the advisers to ask them to submit medical notes for their client.

"Of course, if advisers choose to pre-emptively submit medical notes we will review these prior to issuing policy terms, however, due to the manual nature of these reviews there will be additional time needed before policy terms can be issued."

Hennin said members will be covered when their acceptance certificate is issued and clients who need to claim in the interim were likely to have conditions that would not be covered under an underwritten product.

"Like all insurers, we would respond consistent with the specific circumstances of the member."