Term App Express. Agent Training Guide

Transcription

1 Term App Express Agent Training Guide

2 Disclosures Life insurance products are issued by ReliaStar Life Insurance Company (Minneapolis, MN) and ReliaStar Life Insurance Company of New York (Woodbury, NY). Within the state of New York, only ReliaStar Life Insurance Company of New York is admitted, and its products issued. Both are members of the Voya TM family of companies. All guarantees are based on the financial strength and claims paying ability of the issuing insurance company, who is solely responsible for all obligations under its policies. Other than the Voya companies identified, no other entities whether distributing or listed on the material, are members of the Voya family of companies.

3 What is Term App Express? Term App Express is an on-line electronic short application It s FREE to use! NO LONG Paper APPLICATIONS to hand write! Minimize the amount of time you spend on paperwork and scheduling the exam! Improves Agent Productivity ExamOne collects the remainder of the Part 1 and Part 2 during the tele-interview ExamOne schedules the Paramedical Exam at the end of the tele-interview ExamOne will order the initial APS based on ING s medical impairment guidelines Examiner collects a wet signature on all forms while at the exam appointment ExamOne will electronically transmit the data and images packaged to Carrier

4 Term App Express Workflow Agent Meets with Client TermSmart & ROP Endowment Determine Insurance Needs Paramed Vendor Examiner sends App Packet and Blood, HOS back to ExamOne to process Leave behind Consumer documents from packet ExamOne CM team reviews forms for IGO and packages with the exam Releases package electronically fed into our system bypassing Data Entry Agent Collects App Data In Term App Express tool: Insured/Replacements/Existing Product Payment Method/Mode Temp Ins Receipt Beneficiary Agent Info Voya CM 1 st review Case Status via Connector Reviews policy to ensure in good order Outstanding requirements will be posted for either ExamOne or GA Sends pre-packaged to the UW for review Agent Data is electronically sent to ExamOne Agent receives confirmation with Illustration and What Happens Next brochure Review and deliver What Happens Next brochure to client GA receives confirm with policy data Case Status via ExamOne s website GA/Agent receives case status s from ExamOne during fulfillment Voya Underwriter Reviews App and medical data Orders Add l data, post requirement for GA to obtain, if necessary Risk Assessment of the Policy Voya Case Manager Issues Policy Billing Begins Policy Mailed to GA Tele-Interview/Exam Contact Client in 24 hrs. to collect remainder of Part I & Part II Medical Impairment Guidelines built for ExamOne APS ordering Schedules exam with Client Collects Blood, HOS, vitals etc. Collects client(s) signatures on app packet Do Not schedule exam No other company exams Agent Delivers Policy Review any Amendments Obtains signed Policy Delivery Receipt (PDR) Obtain any add l requirements needed and return to ING Policy activation/placement

5 Agent Meets with Client Determine insurance needs via phone or face to face Collect basic client data in the Term App Express Tool Insured Replacements/Existing Policies Product Payment Method/Mode Temp Ins Receipt Beneficiary Agent Info

6 Term App Express Navigation 4 Quick Steps Step 1 Step 2 Step 3 Step 4 Submit *Asterisk fields are required Red message pops up if any fields are incomplete No NY Replacements No Puerto Rico Ages Collect a valid SSN#. ING will post a requirement if invalid

7 Term App Express Navigation Add a Policy Existing or Replacement Defaults to Unknown if not available

8 Term App Express Navigation No Credit Cards or Checks EFT Only for Initial Premium Payment Subsequent Payment Methods: Direct Bill or EFT Step 2 Face Amounts between $100,000-$99,999,999 Calculate Premium Quotes generates an illustration in the agent s confirm

9 Term App Express Navigation Step 2 Click on the rate class to upload Voya s UW Guidelines

10 Term App Express Navigation Step 2 Company s total liability shall not exceed $1M No coverage can be bound on Yes answers or attained age 70 or older Enter the EFT bank information to bind coverage (if eligible). Withdrawn upon issue if nothing is blocking placement. Collecting the initial premium by bank draft can increase placement ratio

11 Term App Express Navigation Step 3 =100% Add up to 10 beneficiaries. Initial one will feed on the app & the rest will feed to an overflow page

12 Term App Express Navigation Step 4 Agent receives confirm & ExamOne status s when activity occurs Agree or Disagree to the Compliance Attestation. If you disagree, clarify. Additional information may be requested by the underwriter.

13 Term App Express Navigation Submit

14 Term App Express Navigation Agree/Submit applies the agent s e-signature on all forms The order is sent electronically to ExamOne No client data is saved in the platform

15 Term App Express Navigation Agent receives a policy # (AD136xxxxx) within 24 hrs. in the 1 st case status . includes a URL link to ExamOne s website to check the case status GA now receives the policy # (AD136xxxxx) & policy data encrypted for your tracking purposes An electronic file is included to upload into your agency management system

16 Term App Express Navigation Agent now receives a confirm with the Illustration and What s Next brochure to give to the client

17 What s Next Client Brochure Critical for agent to review this What s Next with the client. ExamOne will call the client in 24 hours after you submit the ticket. If Owner/Insured are different; have the owner come to the exam appt. to sign all the forms.

18 ExamOne Calling Campaign Tele-Interview Call Center hours of operation: Monday-Thursday: 7am-11pm, CST Friday: 7am-9pm, CST Saturday: 8am-4pm, CST Sunday: closed *Calls will not be made before 8am or after 9pm in their time zone Tele-Interview Calling Campaign Protocol The applicant is called within 24 hours after receipt of the order (varies on a weekend) Call attempts are made to every phone number provided (home, business, cell) Calls are made for 14 calendar days For the first 5 business days, you are eligible to receive follow-up calls once every 26 hour period For the next 9 business days, you are eligible to receive follow-up calls once every 54 hour period *Example: every 26 hour period that passes, the call is placed in the queue *If the planned call occurs outside of the calling hours it will be made during the next available calling period If the interview is not completed in that timeframe, the order will go into a non-locate status (calling stopped) Should the applicant call us back after case is closed, we can reopen the order at any time and complete the interview ** Tele-Interview Phone # **Clients can call 4 hours after the agent has submitted the order. This is to allow time for receipt of order in ExamOne s system

19 ExamOne s Fulfilment Services ExamOne contacts client for the Tele-Interview Collects remainder of the Part I, Part II and ensures all forms are included in the Application Packet based on the interview Temporary Insurance Agreement is generated in the packet if marked YES Application Package is sent electronically to the examiner after interview Examiner collects wet signatures on all forms and performs the Basic Exam, Blood, HOS Examiner sends Application Packet and Exam Paperwork back to ExamOne with the lab kit and it s uploaded to ExamOne s website Schedule Now Exam Appointment Scheduled at the end of the interview if both the client and examiner are available for the requested day and time Agents are not to order the exam. ExamOne is our exclusive exam vendor. Not design for another Company Exam. Attending Physician Statement (APS) Alternative Scripting during the interview collects medical details that may eliminate the need to order an APS If one medical impairment is identified from ING s impairment list, ExamOne will order the initial APS. Once the case arrives. Any additional APS s will be ordered accordingly based on your service profile The interviewer will ask and client has to agree to ExamOne ordering the medical records Voice Signed HIPAA Authorization enables ordering of any medical records HIPAA image is available on ExamOne s website by clicking on the glasses icon under Manage Associations

20 ExamOne s Fulfilment Services Application Packet kept by Client at the Exam to Review with Agent Agent should fax to ExamOne Case Mgmt., (913) , to continue electronic workflow through ExamOne Application Packet and Exam Images are available on ExamOne s website Go to and hover your mouse over the Log In section on the right side of the home page Click on Paramedical Exam and log in if you already have an account with ExamOne then add paramed account If you are a new user on ExamOne s website Register Yourself as an Agent then add paramed account To add paramed account 2045 go to User Management click on Manage Associations, click Add, Type in the insurance company name and click on the glasses icon to the right to search. Add paramed account 2045 Term App Express /Take Packet / CSG to your associations list You may view images by selecting Search Orders located under Order Management Select Search all orders placed in last 800 days, enter the applicant name and ssn or you can use the order# from CaseOne status or tracer# from the paramed side Select the Term Express account in the company drop down. Once the applicant information is on your screen, you may view images by clicking on the glasses icon next to the applicant name APS records are not viewable Call ExamOne s Client Solutions Group at for assistance with this set up Scrubs Application Package to ensure all signatures are obtained prior to submitting to the carrier. Transmits Application images and data are bundled together and transmitted electronically into the carriers system. This eliminates manual data entering errors and speeds up the process The bundle includes the Application Packet Forms, Lab Slip/Results, Exam Measurements and Medical Questions

21 Case Status during the Fulfillment Process 1. Go to ExamOne s website or 2. Save this shortcut URL 3. New users contact or csg.1@examone.com for website set up. 4. GA & Agent (if GA approves agent to receive) are sent case status s from ExamOne when any activity occurs. You will NOT see the status on Connector Pending Business Platform until ExamOne transmits the full app and exam Hover mouse over Log In Then click CaseOne Status

22 ExamOne s CaseOne Status Site Note: Capitalize AD in policy number

23 Case Status on ExamOne s Website

24 Case Status on ExamOne s Website Case transmitted Case transmitted Not transmitted, client wants to speak with agent

25 1 st Review of Submission Application Packet and Medicals/Labs are transmitted to carrier Case Status is now available via Connector or your own Agency Management System Subsequent Requirements GA/Agent collects; not a once and done process MVR records unattainable with the drivers license provided on the application. Client answered I don t know to questions during the interview, refuses to sign a form, or refuses to give a SSN# over the phone. Current dated PART 1 if you did not send the agents appointment paperwork. Underwriter asks for 2 nd/ 3 rd HOS, Financial Justification, or other questions. Owner & Insured are different; owner signature can be obtained at delivery. Replacement forms have to be signed prior to issue. Case Manager will post a outstanding requirement. If your applying for a CTR and the child has existing or is replacing insurance, the GA needs to send in a Replacement Form as a subsequent requirement.

26 Underwriter Reviews application and medical data Orders additional data, post requirement for agent, if necessary Risk Assessment of the policy

27 Case Manager Issues policy if UW approves Policy Mailed to GA/Agent Billing begins if EFT bank info received and no delivery requirements are blocking activation

28 GA/Agent Delivers policy to applicant Reviews any Amendments with applicant Obtains signed Policy Delivery Receipt (PDR) Obtains any additional requirements needed and return to carrier Delivery Requirements sent to Home Office for policy activation

29 Questions? 1. Agent contacts their GA 2. GA contacts a Supervisor or Manager 3. Carrier works with ExamOne for resolution