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Life Lens: Getting unstuck
When the eApp won't launch - here's what to check
The most common frustration we’re hearing is not being able to launch an eApp through Life Lens. Nine times out of ten, it comes down to one of four things:
Your customer isn't eligible for Life Lens.
- Life Lens is currently for new customers only - meaning they can't already be a life assured on any in-force policy underwritten with Chubb Life. That includes ANZ, Southern Cross, Cigna Heritage, and Chubb Life products.
- Your customer also needs to be aged between 18 and 60.2.
You've selected "Age" instead of entering a full Date of Birth.
Make sure you're entering the complete DOB not just selecting age.
You've selected an occupation with a classification of 1–5.
These occupations aren't currently eligible for Life Lens, so the eApp simply won't launch. Double-check the classification before you get too far down the track.
You haven't pressed 'Register for Scan' — and this is the big one.
Even if your customer doesn't want to do the scan, you still need to click 'Register for Scan' to progress. I know it feels counterintuitive, but don't skip it. This is the most common mistake we're seeing, and it's a simple fix once you know.
If your customer doesn't want to scan — here's what to do
No problem at all — opting out is straightforward, but the steps matter:
- Click 'Register for Scan' (yes, still do this first).
- On the next screen, opt them out on the right-hand side.
- Click 'I confirm customer details…' then hit 'Submit'.
- You can now launch the Traditional eApp and carry on as normal.
A word on why the scan is worth encouraging
If your customer is open to it, the facial scan is worth a conversation. It's quick, it's confidential, and the results generate a personalised set of underwriting questions tailored specifically to them — which can meaningfully speed up the application process. A better experience for your customer, and less back-and-forth for you.
Want the full guide?
We've put together a detailed troubleshooting guide that covers all of this and more.
Access the Life Lens troubleshooting guide here