Presentation is loading. Please wait.

Presentation is loading. Please wait.

Agent training only. Not for sales use. Quality Manager Training Updated Dec 2014 TMK1536 1214Agent training only. Not for sales use.

Similar presentations


Presentation on theme: "Agent training only. Not for sales use. Quality Manager Training Updated Dec 2014 TMK1536 1214Agent training only. Not for sales use."— Presentation transcript:

1 Agent training only. Not for sales use. Quality Manager Training Updated Dec 2014 TMK Agent training only. Not for sales use.

2 Checklist TMK Agent training only. Not for sales use.

3 Checklist Show me: Computer with Microsoft Office 2010 or 2013 Access Agent Services Access Access Qlikview Access Portal (Set up as App Approver) App Approval Packet Scripts Roster

4 Agent training only. Not for sales use. Agenda TMK Agent training only. Not for sales use.

5 Agenda I.Introductions & Role of Quality Manager II.Reviewing Apps in the Portal III.Individual Applications IV.Worksite Applications V.Worksite Case Tracking VI.Tracking Lost Business VII.Conservation Log VIII.SAMs & Reports IX.Reinstatements X.Miscellaneous

6 Agent training only. Not for sales use. My Expectations of You Take lots of notes Ask lots of questions (Test) Leave here more confident Have fun TMK Agent training only. Not for sales use.

7 The Role of the Quality Manager TMK Agent training only. Not for sales use.

8 Liberty Hierarchy Agency Owner Agency Director Supervising Agents Agents

9 Agent training only. Not for sales use. Quality Control Manager Responsibilities The Quality Control Manager is responsible for overall quality of business and profitability in the Agency. This person reports directly to the Agency Owner and is accountable for decreasing the amount of business that is Declined, Cancelled, and Not Taken and increasing in 13-month persistency to build Agency Owner renewals.

10 Agent training only. Not for sales use. Role of the Quality Manager To help the Agency Owner Build Wealth Front End: Prior to Upload to Home Office Pending Business: Follow-up Work Keeping Business on the books The Best Quality Managers Great communicators Extra set of eyes and ears for Agency Owner Business partner

11 Agent training only. Not for sales use. I.Understanding Quality Business TMK Agent training only. Not for sales use.

12 How is your performance evaluated? Are you a good investment for the Agency Owner? This is evaluated each month based on… Front End: DCN Pending Business: DCN and Persistency Keeping Business on the books: Conservation

13 Agent training only. Not for sales use. Goals DCN 6% or less: Agents on DCN earn maximum direct pay and 110% bonus 4-Month Persistency 93% or better: Agents earn maximum direct pay and 120% bonus 13-Month Persistency 75% or better: Agents maximize their income through renewals

14 Agent training only. Not for sales use. Resources All documents, scripts, directions, reports, etc… Agent Services (Use QMxxxxx to log in) Quality Business Section

15 Agent training only. Not for sales use. Individual vs. Worksite Individual Business: Written in the home through the needs-based laptop presentation. Premiums paid through checking account Worksite Business: Also known as Payroll Deduction (PD) or Section 125. Written in the workplace to employees. Premiums deducted from employees’ paycheck and sent by employer to Liberty National

16 Agent training only. Not for sales use. Building Wealth = Renewals Renewals are paid starting the 13 th month a policy is in force. They are paid every month that the customer makes their premium payment … forever!

17 Agent training only. Not for sales use. What is DCN? Did we get the business to the Customer?

18 Agent training only. Not for sales use. What is DCN? D eclines (<1%): Primarily worksite. Never should have been uploaded to Home Office. C ancellations (3%): Primarily individual. Cancelled by customer or Home Office. N ot-Takens (6%): Primarily worksite. Company never received any money. Company DCN 10% as of November 2014

19 Agent training only. Not for sales use. Agents Direct Pay and Bonus is impacted by DCN their first 7 months TMK Agent training only. Not for sales use.

20 Agents receive maximum direct pay and 100% of bonus first two months. TMK Agent training only. Not for sales use.

21 How is DCN calculated? Declined Premium Cancelled Premium Not Taken Premium Submitted Premium

22 Agent training only. Not for sales use. Example of 6% DCN $0 Declines $200 Cancels $400 Not Takens $10,000 Submitted Premium

23 Agent training only. Not for sales use. So, if I have a $1,000 policy Declined, Cancelled or Not Taken, how much clean business do I have to write to get all my bonus?

24 Agent training only. Not for sales use. $10,000 $1,000 DCN $10,000 Submitted Premium

25 Agent training only. Not for sales use. Example: Calculating Individual DCN April 25 May 24 June 24 July 24 Aug 24 Aug 25 DCN Calculated 1 23 Submitted Business 1 23 DECLINES, CANCELLATIONS, NOT TAKENS 4 Reports Published $4,000 $100$350 $200 Submitted Business Declined, Cancelled, Not Taken Premium

26 Agent training only. Not for sales use. Example: Calculating Payroll Deduction DCN Feb 25 March 24 April 24 May 24 June 24 July 24 Aug 24 Aug 25 DCN Calculated 1 23 Submitted Business Reports Published $4,000 $0 $400$0 DECLINES, CANCELLATIONS, NOT TAKENS $0$600 Submitted Business Declined, Cancelled, Not Taken Premium

27 Agent training only. Not for sales use. What is 4-month Persistency? Got the business to the Customer, do they keep it?

28 Agent training only. Not for sales use. Definitions Persistency: Premium issued and paid four months or longer, divided by total issued business based on policy effective date

29 Agent training only. Not for sales use. Agents Direct Pay and Bonus is impacted by Persistency Months 8 and beyond TMK Agent training only. Not for sales use.

30 Example of 93% 4-Month Persistency $9,300 Paid 4 Months $10,000 Issued Premium $10,000 Issued Premium

31 Agent training only. Not for sales use. $8,800 $1,000 Lapse $8,800 Issued Premium

32 Agent training only. Not for sales use. Example: Calculating Persistency Dec 25 Jan 24 Feb 24 March 24 April 24 May 24 June 24 July 24 Aug 24 Aug 25 Persistency Calculated 1 23 Submitted Business Reports Published Paid 4 months or greater $5,000 $12,000 Issued Business

33 Agent training only. Not for sales use. New DCN and Persistency Reports are published on the 25 th of each month. TMK Agent training only. Not for sales use.

34 What is 13-month Persistency? How much of my hard work, effort, and energy is paying me a renewal?

35 Agent training only. Not for sales use. 13 th Month Persistency is the most important measure of quality in regards to wealth building TMK Agent training only. Not for sales use.

36 Example: Calculating 13-month persistency APRIL 13 MAY 13 JUNE 13 JULY 13 AUG 13 SEP 13 OCT 13 NOV 13 DEC 13 JAN 14 FEB 14 MAR 14 APR 14 MAY 14 JUNE 14 JULY 14 AUG 14 Paid 13 months $7,500 $3300 Issued Business

37 Agent training only. Not for sales use. Example of 75% 13-Month Persistency $7,500 Paid 13 Months $10,000 Issued Premium $10,000 Issued Premium

38 Agent training only. Not for sales use. Why all this focus on quality? Policy must be in force months before Liberty makes a profit Whole Life Policy 60% Agent Commission of Annual Premium 10% Supervising Agent Commission of AP 35% Agency Director Commission of AP 25% Agency Owner Commission of AP 130% of First-Year Premium Plus Home Office expense for marketing, underwriting, printing, mailing policy, etc.

39 Agent training only. Not for sales use. How do I check my DCN and Persistency? Agent Services on Click on ‘Reports’

40 Agent training only. Not for sales use. How does Quality impact pay & retention? 1. Chargebacks Months Premium Paid Chargeback % 0-2 months100% 3 months90% 4 months80% 5 months70% 6 months60% Months Premium Paid Chargeback % 7 months50% 8 months40% 9 months30% 10 months20% 11 months10%

41 Agent training only. Not for sales use. How does Quality impact pay & retention? 1. Chargebacks 2. Direct Pay submit advance commissions

42 Agent training only. Not for sales use. How does Quality impact pay & retention? 1. Chargebacks 2. Direct Pay submit advance commissions

43 Agent training only. Not for sales use. Agency Owner/Director example 6 agents on team 4 agents on DCN, 2 on Persistency Agent 1: DCN 10 (Maximum direct pay) Agent 2: DCN 18 (Direct Pay reduced 10%) Agent 3: DCN 22 (Direct Pay reduced 30%) Agent 4: DCN 31 (No direct pay) Agent 5: Persistency 79 (Direct pay reduced 10%) Agent 6: Persistency 72 (No direct pay) * Best case scenario: Assumes agent has positive commission account.

44 Agent training only. Not for sales use. How does Quality impact pay & retention? 1. Chargebacks 2. Direct Pay submit advance commissions 3. DCN: Bonus multiplier or reduction first 7 months

45 Agent training only. Not for sales use. How does Quality impact pay & retention? 1. Chargebacks 2. Direct Pay submit advance commissions 3. DCN: Bonus multiplier or reduction first 7 months

46 Agent training only. Not for sales use. How does Quality impact pay & retention? 1. Chargebacks 2. Direct Pay submit advance commissions 3. Persistency Bonus multiplier or reduction month 8+

47 Agent training only. Not for sales use. How does Quality impact pay & retention? 1. Chargebacks 2. Direct Pay submit advance commissions 3. Persistency Bonus multiplier or reduction month 8+

48 Agent training only. Not for sales use. Oh by the way … Career Track

49 Agent training only. Not for sales use. How does Quality impact pay & retention? Last but certainly not least… Renewals

50 Agent training only. Not for sales use. So how does that translate to dollars? TMK Agent training only. Not for sales use.

51 What does an 8% vs. 18% DCN mean to an Agent in his first seven months with a $1,425 per week average? TMK Agent training only. Not for sales use.

52 Take Home Pay 8 DCN Agent takes home $8,400 more TMK Agent training only. Not for sales use.

53 II. Reviewing Applications in the Portal TMK Agent training only. Not for sales use.

54 When and where do I review apps? Every day. First thing when you come in and last thing before you leave. Don’t let it stack up on you. Advantage of Daily Upload: App doesn’t effect Agency DCN if not paid on it and doesn’t count toward bonus Opportunity to make bonus if app changed to trial or cancelled It’s the World Wide Web. You can access from anywhere you have an Internet connection Find a quiet place where you are uninterrupted You call for others, they do not come to you

55 Agent training only. Not for sales use. Application Review Deadlines Eapps must be in portal by midnight Sunday to be reviewed on Monday Eapps signed by customer on Monday must be in the portal by noon Central to be reviewed on Monday Paper apps/CODs/Term Conversions, etc., must be turned in to QM by 9 a.m. Central to be reviewed on Monday

56 Agent training only. Not for sales use. Application Review Process Application Written by Agent (7 days to upload) Agent uploads App to Portal Weekly deadline Monday 3:30 p.m. Central 10 days to upload Once an application is uploaded, it cannot be recalled QM should only hold apps: Applicant requests specific draft date Worksite case awaiting third applicant

57 Agent training only. Not for sales use. A-250 vs. Batch Applications The A-250 application is the individual life insurance application (the one with 32 questions). When submitted to the Home Office, they go to an underwriter for review prior to issue. All other applications are considered Batch applications. When submitted to the Home Office, they go through a computer and issue the following day.

58 Agent training only. Not for sales use. Using the Portal Use Google Chrome browser to access the portal Access the Portal by clicking the icon on Agent Services

59 Agent training only. Not for sales use. Using the Portal Once logged in, look at the Submitted Applications box, which shows the Pending Annual Premium ($7,579 in this example) and number of Pending Applications (45 in this example)

60 Agent training only. Not for sales use. Portal Columns Click on the column headers to sort by that column If it’s an individual policy, there will be no Franchise # Date Signed = When customers signed up Date Uploaded = When agent uploaded to portal Agents should upload daily

61 Agent training only. Not for sales use. Portal Columns Annual premium is the amount of premium the insured will pay each year for that policy Payment mode will have PD if Payroll Deduction Trial will have Torch symbol if it is a trial app

62 Agent training only. Not for sales use. Review Process: Step 1 Upload all the ADPs ADP = $3,000 Accidental Death Policy DC = Discount Card ADPs and DCs show an Annual Premium of $0

63 Agent training only. Not for sales use. Review Process: Step 2 Click on Related App shows all applications submitted on a single payor

64 Agent training only. Not for sales use. Related Apps Shows total amount of coverage purchased Sheds light on total premium sold in the sale Need to know this for bank verification Don’t upload all apps from a family until all questions are answered. Many times, if one app is declined or cancelled the insured will cancel applications

65 Agent training only. Not for sales use. Review Process: Step 3 View the image of the application by click on the Actions column Once an application has been viewed, it will show as a check mark If it has not been viewed, it will show as the application icon

66 Agent training only. Not for sales use. Reviewing Applications Recommend sorting applications by the Franchise # column so that you can review the Bank Draft policies first Bank draft policies take longer to review, requiring more time to: Verify bank information Contact managers or customers to verify information on the app You can get your calls out and be waiting for responses while you move on to your PD apps

67 Agent training only. Not for sales use. Reviewing Individual Applications Application review doesn’t begin until the following have been submitted: What Comes Next Form Summary Sheet Voided Check Oral Swab form or bar code sticker Once all materials received, verify bank information. If the bank info is bad or funds are not available, no sense spending time reviewing the app

68 Agent training only. Not for sales use. Reviewing Individual Applications Conduct Agency QAC using script on Agent Services Recommend QAC for: Medically questionable applications Agents in first 90 days Agents with below average DCN or Persistency Large face amounts/large premiums Group Term apps with ‘Yes’ answer on No. 9 QM communicates down chain of command to ADs only and gets answers before moving forward App approved/cancelled/changed to trial

69 Agent training only. Not for sales use. Review Payroll Deduction Applications Check roster to make sure employee is eligible Employee must be employed six months or one year by end of enrollment period Re-enrollments: Use Worksite Management Information Report (AL915) to prevent duplicate coverage (Cancer Care/Endurance, Accident Protector Max) and exceeding coverage limits (Group Term, Career Life Plus, Cash Caner) On Applications, focus on: Question No. 9 on Group Term Medicaid Question

70 Agent training only. Not for sales use. Updating Information Information on the application cannot be updated Customer Service if you gather information during the app review process that would be good for the Underwriting Department to know If the Agent entered notes on the application, there will be a notepad icon in the Agent Notes column

71 Agent training only. Not for sales use. Updating Information If during the bank verification process, it is discovered that the bank account information (routing or account number) is in accurate, it can be updated by clicking the plus symbol

72 Agent training only. Not for sales use. Trial Applications QM changes app to Trial by clicking the button in the portal Customer receives a letter notifying them app was changed to Trial Starting Out: Always check with Agency Owner before Trialing an App

73 Agent training only. Not for sales use. Cancelling Applications Apps should be cancelled when the applicant has an uninsurable condition, Agent can’t be reached, customer calls in to cancel, duplicate applications QMs cancel by clicking the Cancel Application button. QM will have to provide a reason for cancel Customer will receive a letter Starting Out: Always check with Agency Owner before cancelling an App

74 Agent training only. Not for sales use. Approving Applications Apps can be approved in two ways Click the plus symbol next to the Writing Agent’s name When the box expands, click ‘Approve Application’

75 Agent training only. Not for sales use. Approving Applications Apps can be approved in two ways The second way, is to select multiple applications, and choose ‘Approve Applications’ from the dropdown menu If the Agent has been contracted less than 90 days or whose DCN or Persistency are worse than the company average, their apps must be approved one at a time

76 Agent training only. Not for sales use. Approving Applications If the Agent has been contracted less than 90 days or whose DCN or Persistency are worse than the company average, you will see this message

77 Agent training only. Not for sales use. III. Individual Applications TMK Agent training only. Not for sales use.

78 Where can I find this information? Individual underwriting rules found in the Agent Instruction Guide on Agent Services:

79 Agent training only. Not for sales use. Agents Instruction Guide

80 Agent training only. Not for sales use. Reviewing Individual Applications Application review doesn’t being until the following have been submitted: What Comes Next Form Summary Sheet Voided Check Oral Swab Once all materials received, verify bank information. If the bank info is bad or funds are not available, no sense spending time reviewing the app

81 Agent training only. Not for sales use. QM’s Best Line: “I’m sorry to hear that. Let me know when you get it and I’ll be glad to review your app.” TMK Agent training only. Not for sales use.

82 Reviewing Individual Applications Conduct Agency QAC using script on Agent Services Recommend QAC for: Medically questionable applications Agents in first 90 days Agents with below average DCN or Persistency Large face amounts/large premiums Group Term apps with ‘Yes’ answer on No. 9 QM communicates down chain of command to ADs only and gets answers before moving forward App approved/cancelled/changed to trial

83 Agent training only. Not for sales use. What Comes Next? Form TMK Agent training only. Not for sales use.

84 Top Reasons for Cancels C ancellations (2%) Outdated COD Non-Sufficient Funds (NSFs)/Bad Bank Information Requested by customer (QAC) QAC not completed Additional underwriting call, exam not complete Oral swab not complete Medical records not received

85 Agent training only. Not for sales use. What Comes Next Form Completed on every individual sale Top copy goes to customer, pink copy to Quality Manager Must be received by quality manager for application to be uploaded to home office

86 Agent training only. Not for sales use. What Comes Next? – Let’s fill one out

87 Agent training only. Not for sales use. Summary Sheet TMK Agent training only. Not for sales use.

88 Summary Sheet Completed on every individual sale Top copy goes to customer, pink copy to Quality Manager Must be received by quality manager for application to be uploaded to home office

89 Agent training only. Not for sales use. Summary Sheet

90 Agent training only. Not for sales use. Oral Swab Form Barcode should have been entered in the e-app No Oral Swab bar code? Do not upload app from portal until received No Oral Swab box? Do not upload app from portal until received Best practice: Swab must be present for app to leave portal All swabs mailed from Agency Office Use FedEx not US Postal

91 Agent training only. Not for sales use. Oral Swab Authorization Form

92 Agent training only. Not for sales use. App Review Packet TMK Agent training only. Not for sales use.

93 What’s in my App Review Packet All items found in the Agents Instruction Guide Underwriting chart (A-4) Build Chart (A-12) Medical History Guide (A-28 through A-35) Plan Code Cheat Sheet

94 Agent training only. Not for sales use. Underwriting Requirements Chart

95 Agent training only. Not for sales use. Build Charts If the proposed insured does not fall within the standard weight limits shown on the chart, the proposed insured will be rated. (Charts CI/GTL/CLP).

96 Agent training only. Not for sales use. Juvenile Build Chart

97 Agent training only. Not for sales use. Medical History Guide Lists conditions and “general” guidelines

98 Agent training only. Not for sales use. Medical History Guide So let’s do a couple examples: What is the “general” outcome for an applicant with… 1.Blood pressure problems 2.Cancer 3.Multiple DUIs

99 Agent training only. Not for sales use. Automatic Decline Conditions Applicants with the following conditions will be automatically declined: Terminal Illness Lou Gehrig’s Disease or Amyotrophic Lateral Sclerosis (ALS) HIV / AIDS or Positive Test to Antibodies for AIDS virus Alzheimer’s Disease or Senile Dementia Confined to a hospital or nursing facility Use of illegal drugs (except marijuana) within a two-year period Confined to jail

100 Agent training only. Not for sales use. ALX Only Do not submit an application for standard issue for the following conditions. An ALX will be considered if the underwriters determine the proposed insured is eligible for coverage. Heart / Circulatory / Blood Disorders Diabetes and Related Disorders Cancers Misc. Medical Disorders Disability

101 Agent training only. Not for sales use. World’s Worst App TMK Agent training only. Not for sales use.

102 Key Areas To Review on A Same last name as Agent: Personal Business In the E-app, the question reads: So who is immediate family? Agent, Spouse, Mother, Father, Brother, Sister, Children, or Grandchildren Agents may submit an app on immediate family members provided an is sent in advance to

103 Agent training only. Not for sales use. Key Areas To Review on A-250 Age: Older, more likely to have health problems Birthplace: Non-citizen requires extra paperwork Height/Weight: Check Build Chart for rating What is the rating for 5-10, 295?

104 Agent training only. Not for sales use. Key Areas To Review on A Drivers License: Why not have one? Not ID?

105 Agent training only. Not for sales use. Key Areas To Review on A Employer: If no job, how going to pay? 5. Occupation: Does a Janitor need $1 million 8. Beneficiary: Do they have insurable interest? 12. Base Plan: Standard or ALX? Face amount? Trial? 13. Amount Paid: $$$$ 14. Riders: Who else on the app? ADB = Accidental Death Benefit PW = Premium Waiver

106 Agent training only. Not for sales use. Key Areas To Review on A-250 Health Questions Looking for ‘Yes’ answers and notes detailing why the question was answered ‘Yes’. This is where we evaluate if an app should be cancelled or changed to Trial Expectation is that every ‘Yes’ answer has more detail listed in the Notes Section

107 Agent training only. Not for sales use. Key Areas To Review on A-250 (Page 2) Who signed the app? Difference between Proposed Insured and Applicant This impacts Agent’s Statement Good phone number for QAC call

108 Agent training only. Not for sales use. Key Areas To Review on A-250 (Bank Info) Authorization for Preauthorized Payments Bubble Sheet Bank Draft Form R-3616 Ever heard of the bank? Routing Number Legit? Account number more than 12 digits? Requested draft date between 1 st and 10 th

109 Agent training only. Not for sales use. Initial Draft Initial Bank Draft happens first business day after upload to home office. That’s why the language in the What Comes Next form say the draft will occur in the “next couple of days” because agents don’t know when the app will leave the portal. And depending on when it is uploaded and what bank it’s being drafted from, it may take an additional day.

110 Agent training only. Not for sales use. Draft Dates: Choose one between 1 st – 10th The date selected in the eapp is for the second and subsequent drafts. What day of the month do most people get paid? Only offer a date between the 1 st and the 10 th. The customer never has to worry about getting drafted twice in the same month.

111 Agent training only. Not for sales use. For the love of Pete … get a voided check Get the check No check, get bank statement No statement, look online with customer No online bank, call the bank with customer to verify

112 Agent training only. Not for sales use. What Agents are Trained to do… Get the check

113 Agent training only. Not for sales use. GIACT.COM Giact.com should be used for Banks that will not verify if an account is valid Costs $.27 per verification

114 Agent training only. Not for sales use. GIACT.COM Codes that should be uploaded: 1111 Pass AV 3333 Pass NPP 4444 Pass NRA ND00 No Data All other codes: DON’T upload the application

115 Agent training only. Not for sales use. We Don’t Accept Debit cards Credit cards Savings accounts Prepaid cards such as Metabank, Green Dot (MoneyPak), NetSpend (14 or 16 digit account numbers), Chase Liquid, Amex Bluebird Don’t take plastic Don’t use Interim Term Rider

116 Agent training only. Not for sales use. Don’t Forget Bank verification should be done on… CODs involving a redraft OPAIs Term conversions (customers should also be called to verify they understand changes)

117 Agent training only. Not for sales use. Key Areas To Review on A-250 (Notes) Notes should be specific and detailed (dates, frequency, treatments, dosage, last reading, etc.)

118 Agent training only. Not for sales use. Medications/Conditions Never heard of a medication … Google it!

119 Agent training only. Not for sales use. Trialing/Cancelling Applications TMK Agent training only. Not for sales use.

120 Trial Applications When applicants are medically questionable When the applicant will be rated for build When applicant will have to undergo exam When adult applicant has a non-spouse payor Non-citizen, guardian, power of attorney

121 Agent training only. Not for sales use. Trial Applications Only A-250s can be changed to trial Agents can submit on trial by click the box in the eapp Trial applications do not pay commission until policy issues If customer doesn’t take policy, does not negatively impact DCN or Persistency Starting Out: Always check with Agency Owner before changing App to Trial

122 Agent training only. Not for sales use. Trial Applications QM changes app to Trial by clicking the button in the portal Customer receives a letter notifying them app was changed to Trial Starting Out: Always check with Agency Owner before Trialing an App

123 Agent training only. Not for sales use. Cancelling Applications Apps should be cancelled when the applicant has an uninsurable condition, Agent can’t be reached, customer calls in to cancel, duplicate applications QMs cancel by clicking the Cancel Application button. QM will have to provide a reason for cancel Customer will receive a letter Starting Out: Always check with Agency Owner before cancelling an App

124 Agent training only. Not for sales use. Agency QAC Script TMK Agent training only. Not for sales use.

125 Reviewing Individual Applications Conduct Agency QAC using script on Agent Services Recommend QAC for: Medically questionable applications Agents in first 90 days Agents with below average DCN or Persistency Large face amounts/large premiums Group Term apps with ‘Yes’ answer on No. 9 QM communicates down chain of command to ADs only and gets answers before moving forward App approved/cancelled/changed to trial

126 Agent training only. Not for sales use. Agency QAC Call: Let’s fill one out

127 Agent training only. Not for sales use. Pending Business Script: Bank Verification TMK Agent training only. Not for sales use.

128 Bank Verification Script

129 Agent training only. Not for sales use. Bank Tracker TMK Agent training only. Not for sales use.

130 Purpose of the Bank Tracker Keep all bank info at your fingertips for faster bank verification Track all routing numbers and account number length Easy to identify new “banks” Add your comments Save on your desktop

131 Agent training only. Not for sales use. Sample Bank Tracker

132 Agent training only. Not for sales use. Oral Swab Not Complete TMK Agent training only. Not for sales use.

133 Oral Swab No Oral Swab = No Upload No excuse for not getting an Oral Swab. Do not upload an application without the code on the application:

134 Agent training only. Not for sales use. Underwriting Requirements Chart

135 Agent training only. Not for sales use. Oral Swab Authorization Form

136 Agent training only. Not for sales use. Pending Business Script: QAC Call Not Complete TMK Agent training only. Not for sales use.

137 What is QAC Call? Quality Assurance Call. RIP same thing Made from the Home Office to verify the information collected by the Agent is accurate before the company issues a policy Company calls three times a day, six days a week for 21 days before App is cancelled After 7 days, we send a letter to applicant If phone number is bad, QAC notifies Agency Owner

138 Agent training only. Not for sales use. What Comes Next?

139 Agent training only. Not for sales use. Pending QAC Script

140 Agent training only. Not for sales use. Customer Cancels on QAC Agency is notified and has three business days to respond before the app is cancelled

141 Agent training only. Not for sales use. Top Reasons for Cancels on QAC Financial No longer interested Went with competitor Already has coverage Upset with bank draft

142 Agent training only. Not for sales use. Medical Records Not Received TMK Agent training only. Not for sales use.

143 When are medical records ordered? Factors include: Age Face amount of the policy Medical conditions Treatment

144 Agent training only. Not for sales use. Medical Records: AI Records Medical records may take a while to obtain For status https://prodwebapps.ailife.com/apsweb/login.aspx Username: airecords Password: agents1 Click: Case Search

145 Agent training only. Not for sales use. Medical Records: AI Records Enter the policy number, starting with A in the policy number field Click search Click on ‘Select’

146 Agent training only. Not for sales use. Medical Records: AI Records

147 Agent training only. Not for sales use. Medical Records: AI Records

148 Agent training only. Not for sales use. Medical Records When all else fails, get the customer to call the doctor

149 Agent training only. Not for sales use. Paper Applications TMK Agent training only. Not for sales use.

150 Paper Applications Must be received in Home Office by 10 a.m. Monday to be processed with that week’s submit Can only be used in states where the product is not available on e-app Call customers on Term Conversions, make sure they understand what happened and the increase in premium Conduct Bank Verification on CODs and OPAIs like you would a new app

151 Agent training only. Not for sales use. IV. Reviewing Worksite Applications TMK Agent training only. Not for sales use.

152 Worksite Applications Simpler Apps than the A-250 No bank verification, premiums from paychecks No Oral Swabs Apps cannot be changed to Trial Two biggest challenges: Ineligible employees (roster) Re-enrollments: Duplicate coverage or exceeds limits

153 Agent training only. Not for sales use. Worksite Application Review Process Must have 3 EMPLOYEES purchase Check roster to make sure employee is eligible Re-enrollments: Use Worksite Management Information Report (AL915) to prevent duplicate coverage and exceeding coverage limits Question No. 9 on Group Term Medicaid Question

154 Agent training only. Not for sales use. Eligible Employees

155 Agent training only. Not for sales use. How to Read the Roster…. If the enrollment period ends in July 2013, which employees would not be eligible?

156 Agent training only. Not for sales use. Worksite Management Information Report Report AL915: Updates Saturdays

157 Agent training only. Not for sales use. Plan Code Cheat Sheet

158 Agent training only. Not for sales use. Where do I find this info? Where do I find out about policy limits and other rules? Click on Products Select your state

159 Agent training only. Not for sales use. Marketplace Bulletins Look in the Benefit Overview section of the Marketplace Bulletin Plans that most often exceed coverage limits: Group Term: $150,000 employee issue age 40 and under. $100,000 employee issue age $50, and over, and dependents. Career Life Plus: $50,000 maximum Cash Cancer: $50,000 maximum

160 Agent training only. Not for sales use. Duplicate Coverage Plans most likely to duplicate coverage Cancer Care/Endurance (5K) and Accident Protector Max (HA)

161 Agent training only. Not for sales use. Collecting phone numbers on the eapp… Only reason we would call a Worksite customer is if they have left their job. So why would we only collect an office number?

162 Agent training only. Not for sales use. Group Term No. 9 Only question on Group Term that can be answered ‘yes’ and be issued standard Can only be ‘yes’ for high blood pressure HBP must be controlled (140/90)

163 Agent training only. Not for sales use. E-app On Batch apps, the e-app will not allow the application to be completed if the height and weight limits are exceeded

164 Agent training only. Not for sales use. E-app On Batch apps, if the applicant answers a question ‘Yes’ that would cause it to be declined, the agent receives this message and is not allowed to complete the app

165 Agent training only. Not for sales use. E-app On Batch apps, if an applicant answers ‘Yes’ to the Medicaid question, the box below will appear.

166 Agent training only. Not for sales use. Medicare On Batch apps, if the applicant answers ‘Yes’ to the Medicare question, the box below appears and the app cannot be completed.

167 Agent training only. Not for sales use. VI. Worksite Case Tracking TMK Agent training only. Not for sales use.

168 Individual vs. Worksite Individual Business (Bank Draft): Written in the home through the needs-based laptop presentation. Premiums paid through checking account Worksite Business: Also known as Payroll Deduction (PD) or Section 125. Written in the workplace to employees. Premiums deducted from employees’ paycheck and sent by employer to Liberty National

169 Agent training only. Not for sales use. Where can I find this information? Individual underwriting rules found in the Worksite Agent Guide on Agent Services:

170 Agent training only. Not for sales use. Worksite Agent Guide

171 Agent training only. Not for sales use. Enrollments and Re-enrollments Worksite cases have an initial enrollment period often called the Annual Enrollment The second and subsequent enrollments are called re-enrollments. They can happen every six months. They are often called mid-year enrollments

172 Agent training only. Not for sales use. Worksite Approval Paperwork TMK Agent training only. Not for sales use.

173 Worksite Process Agent secures agreement with business owner to allow Liberty to offer benefits to his employees

174 Agent training only. Not for sales use. Use the Electronic Packet Value of Electronic Packets No omissions Completes duplicate info Sets correct enrollment, deduction, and effective dates Gives reminder to get roster

175 Agent training only. Not for sales use. Worksite Approval Paperwork Agent turns in Approval Paperwork to Quality Manager with signed roster (hard copy or ) Quality Manager reviews paperwork and corrects any missing/inaccurate information Quality Manager gets the paperwork signed by Agency Owner Quality Manager s signed paperwork to Agency Owner and Quality Manager receive approval from Worksite Department

176 Agent training only. Not for sales use. So what is the QM reviewing? Must have signed roster Must have good contact information, preferably multiple contacts and addresses Payment mode Verify enrollment dates, deduction date, and effective dates are correct. Electronic packets do this automatically

177 Agent training only. Not for sales use. Reviewing the Packet

178 Agent training only. Not for sales use. Reviewing the Packet Number of eligible employees. Must be at least three. The smaller the case, the more diligent QM has to be getting first bill paid. The more contact info, the better. Owner is not always best person to verify roster.

179 Agent training only. Not for sales use. Reviewing the Packet 4. Any mode selected other than Monthly requires a conversation with the Agent/Manager 8. Make sure dates are correct on paper packets

180 Agent training only. Not for sales use. Understanding Billing Payment Frequency TMK Agent training only. Not for sales use.

181 Payment Modes The selections made on the Worksite Approval Paperwork are critical They determine the rates the employees will be quoted, based on their deduction type And they determine how much premium and how often the company will be billed

182 Agent training only. Not for sales use. Payment Modes Payment Mode Number Bills Per Year Weekly52 Bi-Weekly26 Semi-Monthly24 Every 4 Weeks13 Monthly12

183 Agent training only. Not for sales use. Payment Modes We always want the employer to pay their bill monthly. Why? Most other bills (rent, electric) are paid monthly Fewest number of times they have to pay Any other payment mode, they will not receive a late bill Reporting easier to inspect

184 Agent training only. Not for sales use. Monthly Bill Bookkeeper should pay the amount on the bill Every 13 weeks the deductions and billing will balance out to $0

185 Agent training only. Not for sales use. Monthly Bill Bookkeeper should pay the amount on the bill The amount deducted may not match the bill Every 13 weeks the deductions and billing will balance out to $0

186 Agent training only. Not for sales use. March Four Fridays April Four Fridays May Five Fridays Deducted $120 Monthly Bill = $130 Weekly Deduct = $30 Premiums Deducted From Employees Paycheck Wk 1 $30 Wk 2 $30 Wk 3 $30 Wk 4 $30 Deducted $120 Premiums Deducted From Employees Paycheck Wk 1 $30 Wk 2 $30 Wk 3 $30 Wk 4 $30 Deducted $150 Premiums Deducted From Employees Paycheck Wk 1 $30 Wk 2 $30 Wk 3 $30 Wk 5 $30 Wk 4 $30 Billed $130 Total Deducted $390 Total Billed $390

187 Agent training only. Not for sales use. 4-Week Bill Some government entities/non-profits will request a 4-week bill 4-week bills are easy because you pay what you deduct Bookkeepers mistakenly believe that because she has paid all 12 months, she has paid all her bills 4-Week Billings will receive 13 bills per year, not 12 There are 52 weeks in a year, not 48 If bookkeeper pays 12 times a year on a 4-week bill, they will be one month behind after one year and two months behind after two years, then lapse

188 Agent training only. Not for sales use. Bi-weekly vs. Semi-monthly There are 52 weeks in a year Bi-weekly pay mode means 26 payments. They should be set up on Monthly bill to reduce number of payments Semi-monthly pay mode means 24 payments. They should be set up on Monthly bill to reduce number of payments Some companies pay their employees bi-weekly (26 times a year) but on two paychecks a year, they don’t take any deductions, meaning they should be on a semi-monthly bill (24 times a year)

189 Agent training only. Not for sales use. Worksite Case Approval Gives the Franchise Number Sets the employment rule length (6 months or 1-year)

190 Agent training only. Not for sales use. Worksite Case Unable to Contact Agency Owner receives when unable to complete verification call

191 Agent training only. Not for sales use. Organizing Your Drawer Folders for: What Comes Next Forms Pending Worksite Approvals 5 folders for CODs 12 folders for approved worksite cases

192 Agent training only. Not for sales use. New Worksite Case Tracking TMK Agent training only. Not for sales use.

193 Three Periods of Worksite Enrollment Period: Always ends on last day of month Deduction Period: Always one month long Effective Period: Always the first of the month

194 Agent training only. Not for sales use. New Worksite Case Tracker On Worksite Cases, if it starts good, it stays good. If it starts bad it stays bad QM’s are responsible for making sure the first bill gets paid We do that by verifying three critical points: Payroll Deduction Authorizations delivered to BK Deductions Started First Bill Received

195 Agent training only. Not for sales use. Enrollment Period November Deduction Period December Effective Period January Late February 22 Bills Mailed or ed Enrollment Conducted 30 Verify PD Authorizations Delivered 1 $40 1 Bill Due 2-3 Verify Deductions Started 2 10 Verify Bill Received 3 16 Late From HO 1 Luke Involved 19 Commission Chargeback 30 Not Taken Status Letters Mailed The Three Periods of Worksite $10 5 Premiums Deducted From Employee Paycheck $10 12 $10 19 $10 26

196 Agent training only. Not for sales use. The No. 1 Reason Worksite cases blow up is because authorizations are not delivered on time and deductions never start or start late

197 Agent training only. Not for sales use. Creating New Case Tracker TMK Agent training only. Not for sales use.

198 New Worksite Case Tracker Report PD01 Franchise Initial Premium Unpaid Updates Daily Cases stay on this report until first payment is applied or it becomes 60 days past due and becomes a not taken

199 Agent training only. Not for sales use. New Worksite Case Tracker

200 Agent training only. Not for sales use. New Worksite Case Scripts TMK Agent training only. Not for sales use.

201 New Worksite Case Verification Calls On Worksite Cases, if it starts good, it stays good. If it starts bad it stays bad QM’s are responsible for making sure the first bill gets paid We do that by verifying three critical points: Payroll Deduction Authorizations delivered Deductions Started First Bill Received

202 Agent training only. Not for sales use. PD Authorization

203 Agent training only. Not for sales use. PD Authorization – Employee Sees

204 Agent training only. Not for sales use. Points to Remember – Employer Sees

205 Agent training only. Not for sales use. What happens every week? Last week of September Were authorizations for September enrollments and re-enrollments turned in to bookkeeper? First week of October Did deductions start for September enrollments? Second week of October Did August enrollments receive first bill? Third week of October Are all cases paid for October?

206 Agent training only. Not for sales use. New Worksite Case Script

207 Agent training only. Not for sales use. From Home Office Sent on 16 th of month

208 Agent training only. Not for sales use. Red Alert PD01001: Franchise Initial Premium Unpaid (Daily)

209 Agent training only. Not for sales use. The Worksite Timeline 49 days late Policies lapse, agents and managers charged back commission, polices show as lapsed in transaction register 60 days late Letter generated from the Home Office to all policyholders and Employer Policies become Not Takens against the DCN of everyone paid on the case

210 Agent training only. Not for sales use. Letter Customers Receive

211 Agent training only. Not for sales use. Letter Employer Receives

212 Agent training only. Not for sales use. The Worksite Timeline After 60 Days Case must go through reinstatement process requiring all back premiums and letter from business stating premiums have been continuously deducted, no claims have been filed, and the employer understands Liberty will not reinstate their policies if this happens again.

213 Agent training only. Not for sales use. Worksite Reinstatement Requirements

214 Agent training only. Not for sales use. Worksite Reinstatement Requirements If a case is reinstated, no new business can be written at the next enrollment period

215 Agent training only. Not for sales use. Tracking Existing Cases TMK Agent training only. Not for sales use.

216 Why track existing cases? To ensure prompt payment: Keeps commissions and renewals coming Identify issues with the business Make sure they are paid current before re-enrollments Do not re-enroll a case that past due for payment

217 Agent training only. Not for sales use. Tracking Existing Cases Use Qlikview Worksite Dashboard Updates Tuesdays ID cases 15+ days past due

218 Agent training only. Not for sales use. Tracking Existing Cases Use AL04 Worksite List by Franchise If a case appears to be late, verify on AL915 Worksite Management Info Report before calling the business Sometimes the case has paid but one policy has not, making the case appear late

219 Agent training only. Not for sales use. What happens every week? Last week of September Were authorizations for September enrollments and re-enrollments turned in to bookkeeper? First week of October Did deductions start for September enrollments? Second week of October Did August enrollments receive first bill? Third week of October Are all cases paid for October?

220 Agent training only. Not for sales use. Existing Cases Script TMK Agent training only. Not for sales use.

221 Existing Worksite Case Script

222 Agent training only. Not for sales use. Worksite Online Billing Most common challenges with Online Billing Bills are ed (they don’t get a paper bill) Bills ed from on the 22 nd of the month Can’t log in: PIN on welcome from

223 Agent training only. Not for sales use. Moving Payroll Deduction Customers to Bank Draft TMK Agent training only. Not for sales use.

224 Moving Payroll Deduction to Bank Draft More premium lost on this issue than any other! Are you licensed? If so … Will move transferred business to you for commissions

225 Agent training only. Not for sales use. How the Money Works Agency Owners can move commissions/renewals to: Agents / Supervising Agents Agency Director / Regional Agency Directors Licensed Quality Manager The newly commissioned person must have performed work to conserve the business Agency Owner continues receiving, if already getting paid, or begins receiving commissions/renewals, if not Agency Director continues receiving, if already getting paid, or begins receiving commissions/renewals, if not

226 Agent training only. Not for sales use. How the Money Works If there are unpaid first-year commissions, they will be paid into the commission account Renewals will be paid as-earned starting with the first premium payment following conservation Renewals will be paid at the rate it was payable at the time the policy was originally issued

227 Agent training only. Not for sales use. Original Writing Agent Original writing agent should always receive first opportunity to conserve As always, if the original writing agent conserves the business, they keep getting commissions/renewals Recommendation is to give original agent 7 days to conserve. After that, open to all Agency

228 Agent training only. Not for sales use. Waiving Premiums TMK Agent training only. Not for sales use.

229 Waiving Premium Rules Will waive up to three months premium Will only waive premiums that are missed Do not waive future premiums

230 Agent training only. Not for sales use. Waiving Premium Rules Today is July 10 Paid to 7/1 = waive 0 months. Draft for July Paid to 6/1 = waive 1 month (June). Draft for July Paid to 5/1 = waive 2 months (May & June). Draft for July Paid to 4/1 = waive 3 months (April, May & June) Importance of getting bills paid on time

231 Agent training only. Not for sales use. When do we draft? Premium drafted as soon as conservation form received in the home office Example: Today is July 17 Policy is due for June 1 Waive June payment Waive July payment (since after July 15) Draft on July 18 when form received in home office for August premium Draft next on September 1 st through 10 th for September premium

232 Agent training only. Not for sales use. Waiving Premium Rules The 15 th is the cutoff each month for waiving premium On July 10, if a customer is due for July 1 we wouldn’t waive premium On July 16, if a customer is due for July 1 we would waive July’s premium and draft for August Remember, each time a month’s premium is waived, everyone involved is waiving that month’s commission or renewal

233 Agent training only. Not for sales use. Who do I call? TMK Agent training only. Not for sales use.

234 Worksite Bills Each week when bills are processed, employees are marked off the bill by the bookkeeper

235 Agent training only. Not for sales use. Who do I call? Policies that are no longer being paid through payroll deduction are published on the Saturday SAMs

236 Agent training only. Not for sales use. What do I say? TMK Agent training only. Not for sales use.

237 What do I say when I call Use script on Quality Business section of Agent Services Transferring from Payroll Deduction to Bank Draft

238 Agent training only. Not for sales use. Three good things Many times the employee is no longer on the bill because they left to take another job We can keep their premiums coming out of their paycheck by setting up their new employer as a Liberty National franchise Our customer knows who handles benefits because they just met with them The No. 1 reason customers will hesitate is because they are out of a job. Guess what? We’re hiring! Many customers have come to work for us Personal recruiting incentive ($400)

239 Agent training only. Not for sales use. Transferring PD to Bank Draft Script

240 Agent training only. Not for sales use. Organizing Follow-up TMK Agent training only. Not for sales use.

241 PD to Bank Draft Instructions Instructions found on Conservation Log Instructions tab

242 Agent training only. Not for sales use. Conservation Log Sample

243 Agent training only. Not for sales use. Looking Up Policies Use the Field Inquiry Screen on Agent Services to look up customer’s phone number by using policy number

244 Agent training only. Not for sales use. Looking Up Policies Find phone number, paid to date, plan type, payment

245 Agent training only. Not for sales use. Plan Code Cheat Sheet

246 Agent training only. Not for sales use. Policy Exceptions Employer must make one payment for Group Term to be eligible to be moved to bank draft (Importance of getting first bill paid on time) Cannot move Cash Cancer lapsed 90+ days Dental and Vision cannot be moved to bank draft under any circumstances

247 Agent training only. Not for sales use. Submitting the Conservation Form TMK Agent training only. Not for sales use.

248 Conservation Form Each conserved policy must include a Conservation Form Conservation form found on LibertyNational.com Quality Business Section

249 Agent training only. Not for sales use. Conservation Form Word Document: Can be typed on to Must come from AO or QM address Requests without Conservation Form will be returned

250 Agent training only. Not for sales use. Home Office Process When a customer calls Home Office Customer Service, they are transferred to the Worksite Dept. If the cancellation request occurs during open enrollment, the Agency is notified via to conserve

251 Agent training only. Not for sales use. Home Office Process If the cancellation request occurs outside of open enrollment, the insured is sent this letter

252 Agent training only. Not for sales use. VII. Tracking Lost Business ? TMK Agent training only. Not for sales use.

253 Tracking Lost Business Use Qlikview Minimum Standards Dashboard Updates Tuesdays Two goals: 1. Fix it. 2. Learn from it

254 Agent training only. Not for sales use. Tracking Lost Business QM should be communicating with Agency Directors to get answers as to why business was lost and who is getting it fixed by when. This will not get done through . It requires face to face or phone calls to get answers This report should be ready by the Friday meeting with the Agency Owner

255 Agent training only. Not for sales use. Tracking Lost Business – Before

256 Agent training only. Not for sales use. Tracking Lost Business – After

257 Agent training only. Not for sales use. VII. Conservation Log TMK Agent training only. Not for sales use.

258 VIII. SAMs/Reports TMK Agent training only. Not for sales use.

259 SAMs SAMs are the daily communication for what happened regarding pending or issued business yesterday in the Agency prior to 3:30 p.m. Central Reports are the snapshot of EVERYTHING that is pending in the Agency

260 Agent training only. Not for sales use. A-250 vs. Batch Applications The A-250 application is the individual life insurance application (the one with 32 questions). When submitted to the Home Office, they go to an underwriter for review prior to issue. All other applications are considered Batch applications. When submitted to the Home Office, they go through a computer and issue the following day.

261 Agent training only. Not for sales use. Monthly Premium Notices About to Lapse, call them, go see them if no phone number.

262 Agent training only. Not for sales use. Monthly Premium Notice Script

263 Agent training only. Not for sales use. BB Stop Pays Requested by Insured or Agency. Call customer to find out why they stopped pay.

264 Agent training only. Not for sales use. Applications Processed All applications that were received in the home office by 3:30 p.m. Central the previous day

265 Agent training only. Not for sales use. Loans, Surrenders, EI, and RPU

266 Agent training only. Not for sales use. Loans, Surrenders, EI, and RPU Loans: The customer took out a loan on the policy or it went on Automatic Premium Loan. No action. Extended Insurance (EI): Customer stops paying premiums. Premiums are then paid by the cash value of the policy until the cash value is $0. Only currently offered on Whole Life and Career Life Plus policies, but some discontinued products also offer this feature. Renewals continue until no cash value.

267 Agent training only. Not for sales use. Loans, Surrenders, EI, and RPU Surrenders (CSV): Cashed out the policy and cancelled the coverage. Reduced Paid Up (RPU): Customers stops paying premiums. The policy has reached a point where the premiums paid will purchase an amount of coverage less than the original face amount. Only on Whole Life and Career Life Plus policies. Renewals end.

268 Agent training only. Not for sales use. QAC / RIP Notifications Appears when first posted, then once more when it goes to letter status (10 days past due). Track on OI125 LNL New Business Status Report. Call the customer and get them to complete QAC Call

269 Agent training only. Not for sales use. QAC / RIP Notifications Appears when first posted, then once more when it goes to letter status (7 days past due). Track on OI125 LNL New Business Status Report. Call the customer and get them to complete QAC Call

270 Agent training only. Not for sales use. QAC / RIP Notifications Letter status notification. Call the customer and get them to complete QAC Call.

271 Agent training only. Not for sales use. NSF Return for Initial Premium No action Automatically redraft next business day if policy effective date current month. Re-draft on draft date of effective month if future effective date. Do not contact customer or go get check

272 Agent training only. Not for sales use. Non-NSF s Only for Non-NSF failed drafts (closed account, frozen account, account not found) Day 1: AgencyDay 11: Call customer Day 5: Call AgencyDay 14: Report Adverse Day 8: Agency

273 Agent training only. Not for sales use. Status Shows all pending requirements added on an application.

274 Agent training only. Not for sales use. Oral Swab Confusion 2. Bar code was received with the app and we’re waiting for results from lab. No action. 4. Bar code was NOT submitted with the app. Must be submitted before underwriting can be completed.

275 Agent training only. Not for sales use. Oral Swab Status How do I check the status of an oral swab? Best practice: Swab must be present for app to leave portal All swabs mailed from Agency Office Use FedEx not US Postal

276 Agent training only. Not for sales use. Oral Swab Status How do I check the status of an oral swab? Enter bar code in Slip ID/CCF box

277 Agent training only. Not for sales use. Oral Swab Status When Swab Received? Status?

278 Agent training only. Not for sales use. Medical Records: AI Records Medical records may take a while to obtain For status https://prodwebapps.ailife.com/apsweb/login.aspx Username: airecords Password: agents1 Click: Case Search

279 Agent training only. Not for sales use. Medical Records: AI Records Enter the policy number, starting with A in the policy number field Click search Click on ‘Select’

280 Agent training only. Not for sales use. Medical Records: AI Records

281 Agent training only. Not for sales use. Medical Records: AI Records

282 Agent training only. Not for sales use. Medical Records When all else fails, get the customer to call the doctor

283 Agent training only. Not for sales use. COD 15 Days Past Due Additional reminder. Should be already assigned on the COD Tracker.

284 Agent training only. Not for sales use. Policies Issued Shows policies issued the previous day prior to 3:30 p.m. Central Time

285 Agent training only. Not for sales use. Bank Draft Returns Existing Business where the monthly bank draft was returned. Company automatically redrafts. No action on agency.

286 Agent training only. Not for sales use. Cancelled/Declined Apps Tells why an application was Cancelled or Declined. If A-250 application, get requirements completed and re-open application.

287 Agent training only. Not for sales use. Cancelled/Declined Apps Tells why an application was Cancelled or Declined. If A-250 application, get requirements completed and re-open application.

288 Agent training only. Not for sales use. SAMs vs. Reports SAMs are the daily communication for what happened yesterday in the Agency prior to 3:30 p.m. Central Reports are the snapshot of EVERYTHING that is pending in the Agency

289 Agent training only. Not for sales use. Key Reports 0I125 LNL New Business Status Report Updated Tuesdays Status on all pending A-250 application requirements

290 Agent training only. Not for sales use. Key Reports BI925 Batch Pending Updated Daily Status on all pending individual batch requirements

291 Agent training only. Not for sales use. Key Reports BI925 Batch Pending Worksite Updated Tuesdays Status on all pending batch worksite application requirements

292 Agent training only. Not for sales use. Key Reports OI525 CODs by Days Pending Updated Fridays Status on all pending CODs that have not been issued or cancelled

293 Agent training only. Not for sales use. IX. Reinstatements TMK Agent training only. Not for sales use.

294 Reinstatements Rules TMK Agent training only. Not for sales use.

295 Reinstatement Rules Reinstatement Application required: Life policy face amount less than $50,000, 120 days past due Life policy face amount $50,001 or more, 60 days past due Health policy lapsed 91 or more days. Cannot be reinstated if lapsed more than six months Cash Cancer polices cannot be reinstated

296 Agent training only. Not for sales use. Standard Reinstatements TMK Agent training only. Not for sales use.

297 Standard Reinstatements Reinstatements where the policy was reinstated by the original writing agent or otherwise did not qualify for the Reinstatement Bonus These Reinstatements should be mailed to: Liberty National Premium Accounting P.O. Box Oklahoma City, OK 73126

298 Agent training only. Not for sales use. Bonus-Paying Reinstatements TMK Agent training only. Not for sales use.

299 Bonus-Paying Reinstatements Reinstatements that meets the criteria for a reinstatement bonus These Reinstatements should be mailed to: Liberty National Attn: Amber Dunlap 100 Concourse Parkway Suite 350 Hoover, AL 35244

300 Agent training only. Not for sales use. How is the bonus paid? Life: Bonus equal to 25% of the annual premium Accident and Health: Bonus equal to 15% of the annual premium No Bonus paid on Med Supp, Dental, Vision, ADP

301 Agent training only. Not for sales use. How is the bonus paid? Reinstatements processed in the home office by the first Friday of the month will be paid by the 15 th (Example: Dec. 6) Agency Owner will receive a physical check mailed to the Agency for purpose of recognizing the agent Agent must be active at the time of bonus payment

302 Agent training only. Not for sales use. How are commissions & renewals paid? Policies reinstated in the first policy year: Reinstating agent receives any remaining first-year commission, paid to commission account (same for managers) Reinstating agent receives renewals as earned beginning the 13 th premium payment Policies reinstated in second or subsequent year: Reinstating agent receives renewals as earned starting with next premium payment No negative impact to DCN if reinstated policy lapses again

303 Agent training only. Not for sales use. Premium Notice/Combined Billing (FA215) Published on Saturdays (ready for Monday call clinic) Most policies lapse on 18-20th of the month Agents use first minutes of each call clinic to call delinquent customers on their agency

304 Agent training only. Not for sales use. When does a reinstatement qualify for bonus? Policy must have lapsed (49 days past due) Reinstating agent must be different than the original writing agent Must collect all back premiums and current month Must be reinstated on bank draft Check for back premiums must be from same bank account as ongoing bank draft Bonus only paid once on a policy

305 Agent training only. Not for sales use. Example of all back premiums + current Today is Sept. 26 Reinstating lapsed policy with a premium of $30 per month with a July 1 st (7/1) Date Paid to (DPT) Agent must collect $90: $30 for July $30 for August $30 for September Draft October’s premium from checking account End of the month reinstatements, go ahead and get next month’s premium.

306 Agent training only. Not for sales use. How is Reinstatement Bonus paid? Agency mails weekly: Reinstatement Bonus Transmittal Reinstatement Request Forms with checks for back premiums for each reinstatement Authorization for Preauthorized Payments Life reinstatement applications (when applicable) Policies in force when reinstatement has been approved and money is applied Quality Control Manager should be handling this!

307 Agent training only. Not for sales use. Reinstatement Bonus Transmittal

308 Agent training only. Not for sales use. Who are we calling? Lapse list ed as spreadsheet by Home Office 22nd of each month from List is pure lapses. No cash value, Extended Insurance, Reduced Paid Up, Death Claims

309 Agent training only. Not for sales use. The List Quality Control Manager should be in charge of distributing and tracking lapsed policies All Reinstatements are turned in to the Quality Control Manager so she can submit to Home Office and provide Agency Owner info on who is doing the best job working them (play the hot hand) Don’t distribute all the leads at once Lapses don’t go bad, people’s situations change. That’s why we are distributing multiple months

310 Agent training only. Not for sales use. Sorting the List The list is sorted by ZIP Code to group leads Then it is sorted by Payor Name so all policies are grouped Then it is sorted by Insured Name

311 Agent training only. Not for sales use. The List Plan Codes Cheat Sheet should be printed out for call session. Codes not listed can be found in the Policy Prefix Book Last Paid: If there is a letter in this column, the last premium was paid via Payroll Deduction Issue Date: Date policy originally purchased. Good for reminding customer how long they have been paying for policy

312 Agent training only. Not for sales use. The List DPT: Date Paid To. This is the last month the customer paid a premium. Used to calculate how many premiums the Agent will need to collect Payor Name and Insured Name can be different. Examples include husband paying for wife, grandparent paying for grandchild, etc. Ask for the Payor when you call. Some will have no phone number or bad phone numbers. We have an address, go see them. PO Boxes use zabasearch.com

313 Agent training only. Not for sales use. Getting Policy Info Because the lapsed policy is not typically in the Agent’s agency, the Agent will need the Quality Manager to pull the customer’s info from the Field Inquiry screen prior to going on the appointment

314 Agent training only. Not for sales use. What do we say? This is a customer service call, not a sales call!

315 Agent training only. Not for sales use. What do we say? No matter the response, set the appointment.

316 Agent training only. Not for sales use. Mailing Reinstatement Letters Use approved Reinstatement Letter Can edit your contact information

317 Agent training only. Not for sales use. Mailing Reinstatement Letters Set up Business Reply Mail account through post office for reply envelopes. Only pay for postage you use

318 Agent training only. Not for sales use. Mailing Reinstatement Letters Handwrite customer’s name and address on outside of outbound envelope. Call three days after mailing Reinstatement Letters only for customers outside of your area. Additional activity Perfect for you Quality Control Manager (can receive bonus if licensed) Bonus/commissions/renewals paid the same on policies reinstated through the mail

319 Agent training only. Not for sales use. Reinstatement Request

320 Agent training only. Not for sales use. Reinstatement Letter

321 Agent training only. Not for sales use. Plan Code Cheat Sheet

322 Agent training only. Not for sales use. X. Miscellaneous TMK Agent training only. Not for sales use.

323 Organizing Your Drawer Folders for: What Comes Next Forms Pending Worksite Approvals 5 folders for CODs 12 folders for approved worksite cases

324 Agent training only. Not for sales use. Top Adverse Issues Not sending an to before submitting personal business Repeated bad banking information and/or NSFs Same address or bank account as the Agent or another Agent Wrong height/weight or birthday QAC cannot reach applicant as phone number Writing ineligible employees that are not on roster

325 Agent training only. Not for sales use. Personal Business In the E-app, the question reads “Are you a member of the Agent’s immediate family?” So who is immediate family? Agent, Spouse, Mother, Father, Brother, Sister, Children, and Grandchildren Agents may submit an app on immediate family members provided an is sent in advance to Commissions are paid into the commission account. No submit advance or bonus will be paid on personal business. Personal business rules do not apply to worksite sales.

326 Agent training only. Not for sales use. Adverse s Respond within the timeframe requested Use these to identify Agent training issues Ineligible employee, cash, savings account, QAC answers, bad account, same address/account

327 Agent training only. Not for sales use. Adverse & Warning s Respond within the timeframe requested Third warning, Agent subject to termination

328 Agent training only. Not for sales use. Key Contacts Must be ed from your address Customer Service: Everything Worksite Department: Billing, New Bills, Rosters Agency Support: Technical Issues Use LogMeIn on Agent Services


Download ppt "Agent training only. Not for sales use. Quality Manager Training Updated Dec 2014 TMK1536 1214Agent training only. Not for sales use."

Similar presentations


Ads by Google