Agent training only. Not for sales use.TMK1536 0214 Quality Manager Training Updated Feb 2014 Agent training only. Not for sales use.TMK1536 0214.

Agent training only. Not for sales use.TMK1536 0214 Quality Manager Training Updated Feb 2014 Agent training only. Not for sales use.TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 Introductions Name? Where you are from? What are you doing now? What doing before this? One interesting thing? Agent training only. Not for sales use.TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 Checklist Agent training only. Not for sales use.TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 Checklist Show me: Computer with Microsoft Office 2010 or 2013 Access Agent Services Access qm@libnat.com email Access Qlikview Access Portal (Set up as App Approver) App Approval Packet Scripts Roster

Agent training only. Not for sales use.TMK1536 0214 Agenda Agent training only. Not for sales use.TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 Agenda I.Introductions & Role of Quality Manager II.Reviewing Apps in the Portal III.Individual Applications IV.Worksite Applications V.COD Tracking VI.Worksite Case Tracking VII.Tracking Lost Business VIII.SAMs & Reports IX.Reinstatements X.Miscellaneous

Agent training only. Not for sales use.TMK1536 0214 My Expectations of You Take lots of notes Ask lots of questions (Test) Leave here more confident Have fun Agent training only. Not for sales use.TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 The Role of the Quality Manager Agent training only. Not for sales use.TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 Liberty Hierarchy Agency Owner Agency Director Supervising Agents Agents

Agent training only. Not for sales use.TMK1536 0214 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.

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 I.Understanding Quality Business Agent training only. Not for sales use.TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 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: Reinstatements and PD Policyholders Transferred to Bank Draft

Agent training only. Not for sales use.TMK1536 0214 Goals DCN 6% or less 4-Month Persistency 93% or better 13-Month Persistency 75% or better

Agent training only. Not for sales use.TMK1536 0214 Resources All documents, scripts, directions, reports, etc… www.libertynational.com Agent Services (Use QMxxxxx to log in) Quality Business Section

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 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!

Agent training only. Not for sales use.TMK1536 0214 Guide to Growth Quality and Compensation Information is found in the Guide to Growth on Agent Services:

Agent training only. Not for sales use.TMK1536 0214 Guide to Growth

Agent training only. Not for sales use.TMK1536 0214 What is DCN? D eclines (<1%): Primarily worksite. Never should have been uploaded to Home Office. C ancellations (2%): Primarily individual. Cancelled by customer or Home Office. N ot-Takens (6%): Primarily worksite. Company never received any money. Company DCN 9% as of January 2014

Agent training only. Not for sales use.TMK1536 0214 Agents Direct Pay and Bonus is impacted by DCN their first 7 months Agent training only. Not for sales use.TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 Agents receive maximum direct pay and 100% of bonus first two months. TMK1536 0214Agent training only. Not for sales use.

TMK1536 0214 How is DCN calculated? Declined Premium Cancelled Premium Not Taken Premium Submitted Premium

Agent training only. Not for sales use.TMK1536 0214 Example of 8% DCN $0 Declines $300 Cancels $500 Not Takens $10,000 Submitted Premium

Agent training only. Not for sales use.TMK1536 0214 Example: Calculating Individual DCN Currently measuring 9/25 to 12/24 FEB 25 MARCH 24 APRIL 24 MAY 24 JUNE 24 JUNE 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

Agent training only. Not for sales use.TMK1536 0214 Example: Calculating Payroll Deduction DCN Currently measuring business submitted 7/25 to 10/24 DEC 25 JAN 24 FEB 24 MARCH 24 APRIL 24 MAY 24 JUNE 24 JUNE 25 DCN Calculated 1 23 Submitted Business Reports Published $4,000 $0 $400$0 DECLINES, CANCELLATIONS, NOT TAKENS 1 23 4 5 6 $0$600 Submitted Business Declined, Cancelled, Not Taken Premium

Agent training only. Not for sales use.TMK1536 0214 DCN: Can we get the business to the customer? Persistency: Do they keep it? Agent training only. Not for sales use.TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 Definitions Persistency: Premium issued and paid four months or longer, divided by total issued business based on policy effective date

Agent training only. Not for sales use.TMK1536 0214 Agents Direct Pay and Bonus is impacted by Persistency Months 8 and beyond Agent training only. Not for sales use.TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 Example of 88% 4-Month Persistency $8,800 Paid 4 Months $10,000 Issued Premium $10,000 Issued Premium

Agent training only. Not for sales use.TMK1536 0214 Example: Calculating Persistency Currently measuring business issued June 1, July 1, August 1 OCT 25 NOV 24 DEC 24 JAN 24 FEB 24 MARCH 24 APRIL 24 MAY 24 JUNE 24 JUNE 25 Persistency Calculated 1 23 Submitted Business Reports Published Paid 4 months or greater $5,000 $12,000 Issued Business

Agent training only. Not for sales use.TMK1536 0214 New DCN and Persistency Reports are published on the 25 th of each month. Agent training only. Not for sales use.TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 13 th Month Persistency is the most important measure of quality in regards to wealth building Agent training only. Not for sales use.TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 Example: Calculating 13-month persistency Currently measuring business issued Sept. 1, Oct. 1, Nov. 1 2012 FEB 12 MAR 12 APR 12 MAY 12 JUN 12 JUL 12 AUG 12 SEPT 12 OCT 12 NOV 12 DEC 12 JAN 13 FEB 13 MAR 13 APR 13 MAY 13 JUN 13 Paid 13 months $9,000 $4000 Issued Business

Agent training only. Not for sales use.TMK1536 0214 Example of 75% 13-Month Persistency $7,500 Paid 13 Months $10,000 Issued Premium $10,000 Issued Premium

Agent training only. Not for sales use.TMK1536 0214 Why all this focus on quality? Policy must be in force 18-24 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.

Agent training only. Not for sales use.TMK1536 0214 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%

Agent training only. Not for sales use.TMK1536 0214 How does Quality impact pay & retention? 1. Chargebacks 2. Direct Pay submit advance commissions

Agent training only. Not for sales use.TMK1536 0214 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)

Agent training only. Not for sales use.TMK1536 0214 How does Quality impact pay & retention? 1. Chargebacks 2. Direct Pay submit advance commissions 3. DCN: Bonus multiplier first 7 months

Agent training only. Not for sales use.TMK1536 0214 How does Quality impact pay & retention? 1. Chargebacks 2. Direct Pay submit advance commissions 3. DCN: Bonus multiplier first 7 months & Persistency Bonus multiplier month 8 and beyond

Agent training only. Not for sales use.TMK1536 0214 Oh by the way … Career Track

Agent training only. Not for sales use.TMK1536 0214 How does Quality impact pay & retention? Last but certainly not least… Renewals

Agent training only. Not for sales use.TMK1536 0214 So how does that translate to dollars? Agent training only. Not for sales use.TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 What does an 8% vs. 18% DCN mean to an Agent in his first seven months with a $1,425 per week average? Agent training only. Not for sales use.TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 Take Home Pay 8 DCN Agent takes home $8,400 more Agent training only. Not for sales use. TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 II. Reviewing Applications in the Portal Agent training only. Not for sales use.TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 When and where to 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

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 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 upload, it cannot be recalled QM should only hold apps: Applicant requests specific draft date Worksite case awaiting third applicant

Agent training only. Not for sales use.TMK1536 0214 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.

Agent training only. Not for sales use.TMK1536 0214 Using the Portal Access the Portal by clicking the icon on Agent Services

Agent training only. Not for sales use.TMK1536 0214 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)

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 Review Process: Step 1 Upload all the ADPs ADP = $3,000 Accidental Death Policy ADPs show an Annual Premium of $0

Agent training only. Not for sales use.TMK1536 0214 Review Process: Step 2 Click on Related App shows all applications submitted on a single payor

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 Reviewing Individual Applications Application review doesn’t being 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

Agent training only. Not for sales use.TMK1536 0214 Reviewing Individual Applications Conduct Agency QAC using script on Agent Services Recommend QAC for: Medically questionable applications Agents in first 60 days Agents with below average DCN or Persistency Large face amounts 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

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 Updating Information Information on the application cannot be updated Email Customer Service custserv@libnat.com 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

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 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’

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 III. Individual Applications Agent training only. Not for sales use.TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 Agents Instruction Guide

Agent training only. Not for sales use.TMK1536 0214 Where can I find this information? Individual underwriting rules found in the Agent Instruction Guide on Agent Services:

Agent training only. Not for sales use.TMK1536 0214 Reviewing Individual Applications Application review doesn’t being 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

Agent training only. Not for sales use.TMK1536 0214 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.” Agent training only. Not for sales use.TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 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 QM communicates down chain of command to ADs only and gets answers before moving forward App approved/cancelled/changed to trial

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 What Comes Next? Form Agent training only. Not for sales use.TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 What Comes Next? – Let’s fill one out

Agent training only. Not for sales use.TMK1536 0214 Summary Sheet Agent training only. Not for sales use.

TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 Summary Sheet

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 Oral Swab Authorization Form

Agent training only. Not for sales use.TMK1536 0214 App Review Packet Agent training only. Not for sales use.TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 Underwriting Requirements Chart

Agent training only. Not for sales use.TMK1536 0214 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).

Agent training only. Not for sales use.TMK1536 0214 Medical History Guide Lists conditions and “general” guidelines

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 World’s Worst App Agent training only. Not for sales use.TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 Key Areas To Review on A-250 1. 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, and Children Agents may submit an app on immediate family members provided an e-mail is sent in advance to personalbusiness@libnat.com

Agent training only. Not for sales use.TMK1536 0214 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?

Agent training only. Not for sales use.TMK1536 0214 Key Areas To Review on A-250 2. Drivers License: Why not have one? Not ID?

Agent training only. Not for sales use.TMK1536 0214 Key Areas To Review on A-250 4. 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

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 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.

Agent training only. Not for sales use.TMK1536 0214 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.

Agent training only. Not for sales use.TMK1536 0214 What Agents are Trained to do… Get the check No check, get bank statement No statement, look online with customer No online bank, call the bank with customer to verify

Agent training only. Not for sales use.TMK1536 0214 What Agents are Trained to do… Get the check

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 Key Areas To Review on A-250 (Notes) Notes should be specific and detailed (dates, frequency, treatments, dosage, last reading, etc.)

Agent training only. Not for sales use.TMK1536 0214 Medications/Conditions Never heard of a medication … Google it!

Agent training only. Not for sales use.TMK1536 0214 Trialing/Cancelling Applications Agent training only. Not for sales use.TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 Trial Applications When applicants are medically questionable

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 Agency QAC Script Agent training only. Not for sales use.TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 Agency QAC Call: Let’s fill one out

Agent training only. Not for sales use.TMK1536 0214 When to use Agency QAC Script? Conduct Agency QAC using script on Agent Services Recommend QAC for: Medically questionable applications Agents in first 60 days Agents with below average DCN or Persistency Large face amounts QM communicates down chain of command to ADs only and gets answers before moving forward App approved/cancelled/changed to trial

Agent training only. Not for sales use.TMK1536 0214 Pending Business Script: Bank Verification Agent training only. Not for sales use.TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 Bank Verification Script

Agent training only. Not for sales use.TMK1536 0214 Role Play Stand up Groups of 3 Everyone takes a turn as: QC Manager Call receiver Observer: Job to give feedback Ring, ring!!

Agent training only. Not for sales use.TMK1536 0214 Bank Tracker Agent training only. Not for sales use.TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 Oral Swab Not Complete Agent training only. Not for sales use.TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 Oral Swab Kits No Oral Swab Code = No Upload No excuse for not getting an Oral Swab. Do not upload an application without the code on the application:

Agent training only. Not for sales use.TMK1536 0214 Underwriting Requirements Chart When is the Agent required to get an Oral Swab?

Agent training only. Not for sales use.TMK1536 0214 Oral Swab Authorization Form

Agent training only. Not for sales use.TMK1536 0214 Pending Business Script: QAC Call Not Complete Agent training only. Not for sales use.TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 What Comes Next?

Agent training only. Not for sales use.TMK1536 0214 Pending QAC Script

Agent training only. Not for sales use.TMK1536 0214 Medical Records Not Received Agent training only. Not for sales use.

TMK1536 0214 Medical Records Not Received

Agent training only. Not for sales use.TMK1536 0214 Paper Applications Agent training only. Not for sales use.

TMK1536 0214 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 just like you would a new app

Agent training only. Not for sales use.TMK1536 0214 IV. Reviewing Worksite Applications Agent training only. Not for sales use.TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 Worksite Application Review Process Check roster to make sure employee is eligible Re-enrollments: Use Worksite Management Information Report to prevent duplicate coverage and exceeding coverage limits Question No. 9 on Group Term Medicaid Question

Agent training only. Not for sales use.TMK1536 0214 Eligible Employees

Agent training only. Not for sales use.TMK1536 0214 How to Read the Roster…. If the enrollment period ends in August 2013, which employees would not be eligible?

Agent training only. Not for sales use.TMK1536 0214 Worksite Management Information Report Report AL915: Updates Saturdays

Agent training only. Not for sales use.TMK1536 0214 Plan Code Cheat Sheet

Agent training only. Not for sales use.TMK1536 0214 Marketplace Bulletins Where do I find out about policy limits and other rules?

Agent training only. Not for sales use.TMK1536 0214 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 41-55. $50,000 dependent. Career Life Plus: $50,000 maximum Cash Cancer: $50,000 maximum

Agent training only. Not for sales use.TMK1536 0214 Duplicate Coverage Plans most likely to duplicate coverage Cancer Care/Endurance (5K) and Accident Protector Max (HA)

Agent training only. Not for sales use.TMK1536 0214 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?

Agent training only. Not for sales use.TMK1536 0214 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)

Agent training only. Not for sales use.TMK1536 0214 E-app On Batch apps, the e-app will not allow the application to be completed if the height and weight limits are exceeded

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 E-app On Batch apps, if an applicant answers ‘Yes’ to the Medicaid question, the box below will appear.

Agent training only. Not for sales use.TMK1536 0214 Medicare On Batch apps, if the applicant answers ‘Yes’ to the Medicare question, the box below appears and the app cannot be completed.

Agent training only. Not for sales use.TMK1536 0214 V. COD Tracker Agent training only. Not for sales use.TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 CODs CODs are the single biggest cause of cancellations

Agent training only. Not for sales use.TMK1536 0214 COD Tracker What is a COD = Collect on Delivery It’s a policy that is mailed to the Agency because it was rated or modified Agency has 30 days to place the policy before it is cancelled by the Home Office

Agent training only. Not for sales use.TMK1536 0214 What Comes Next?

Agent training only. Not for sales use.TMK1536 0214 COD Tracker Quality Control Manager Instructions for Managing CODs The only policies mailed to the Agency are CODs. They should be collected by the Quality Manager. 1. Log the COD on the COD Tracker. All the information needed to enter on the tracker can be found in the COD. 2. Make a copy of the COD and file it by the Monday date it will be distributed. 3. Meet with Agency Owner the Friday before the Monday meeting to determine who CODs should be distributed to (Agency Director/Supervising Agent or Agent) 4. Print out that week's COD tracker. 5. Have the person the COD is assigned to sign the COD tracker that they have received it. Make sure they understand the deadline for placement is two weeks from that Monday and that the COD should be turned back into the Quality Manager. 6. Meet with the Agency owner the Friday before the Monday meeting to determine who the CODs that haven't been placed should be re-assigned to. 7. Since CODs are turned back into the Quality Manager for submission to the home office, the Quality Manager can update the tracker to know what CODs have not been placed. This system ensures that every Monday, CODs are assigned and those that were not placed are re- assigned. By requiring a reason for why the COD was not placed, Agency Owners can identify training opportunities within their agency.

Agent training only. Not for sales use.TMK1536 0214 Organizing Your Drawer Folders for: What Comes Next Forms Pending Worksite Approvals 5 folders for CODs 12 folders for approved worksite cases

Agent training only. Not for sales use.TMK1536 0214 VI. Worksite Case Tracking Agent training only. Not for sales use.TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 Where can I find this information? Worksite guidelines are found in the Worksite Agent Guide on Agent Services:

Agent training only. Not for sales use.TMK1536 0214 Worksite Agent Guide

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 Worksite Approval Paperwork Agent training only. Not for sales use.TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 Worksite Process Agent secures agreement with business owner to allow Liberty to offer benefits to his employees

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 Worksite Approval Paperwork Agent turns in Approval Paperwork to Quality Manager with signed roster (hard copy or email) Quality Manager reviews paperwork and corrects any missing/inaccurate information Quality Manager gets the paperwork signed by Agency Owner Quality Manager emails signed paperwork to worksite@libnat.com Agency Owner and Quality Manager receive approval email from Worksite Department

Agent training only. Not for sales use.TMK1536 0214 So what is the QM reviewing? Must have signed roster Must have good contact information, preferably multiple contacts and email addresses Payment mode Verify enrollment dates, deduction date, and effective dates are correct. Electronic packets do this automatically

Agent training only. Not for sales use.TMK1536 0214 Reviewing the Packet

Agent training only. Not for sales use.TMK1536 0214 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.

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 Worksite Case Approval Email Gives the Franchise Number Sets the employment rule length (6 months or 1-year)

Agent training only. Not for sales use.TMK1536 0214 Worksite Case Unable to Contact Agency Owner receives email when unable to complete verification call

Agent training only. Not for sales use.TMK1536 0214 New Worksite Case Tracking Agent training only. Not for sales use.TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 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 Deductions Started First Bill Received

Agent training only. Not for sales use.TMK1536 0214 Enrollment Period January Deduction Period February Effective Period March Late April 22 Bills Mailed or E-mailed 10-11 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 E-Mail 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

Agent training only. Not for sales use.TMK1536 0214 Creating New Case Tracker TMK1536 092910Agent training only. Not for sales use.

TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 New Worksite Case Tracker

Agent training only. Not for sales use.TMK1536 0214 New Worksite Case Scripts Agent training only. Not for sales use.TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 PD Authorization

Agent training only. Not for sales use.TMK1536 0214 What happens every week? Last week of January Were authorizations for January enrollments turned in to bookkeeper? First week of February Did deductions start for January enrollments? Second week of February Did December enrollments receive first bill? Third week of February Are all cases paid for February?

Agent training only. Not for sales use.TMK1536 0214 New Worksite Case Script

Agent training only. Not for sales use.TMK1536 0214 Email From Home Office Sent on 16 th of month

Agent training only. Not for sales use.TMK1536 0214 Red Alert PD01001: Franchise Initial Premium Unpaid (Daily)

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 Letter Customers Receive

Agent training only. Not for sales use.TMK1536 0214 Letter Employer Receives

Agent training only. Not for sales use.TMK1536 0214 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.

Agent training only. Not for sales use.TMK1536 0214 Worksite Reinstatement Requirements

Agent training only. Not for sales use.TMK1536 0214 Tracking Existing Cases Agent training only. Not for sales use.TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 Tracking Existing Cases Use Qlikview Worksite Dashboard Updates Tuesdays

Agent training only. Not for sales use.TMK1536 0214 What happens every week? Last week of January Were authorizations for January enrollments turned in to bookkeeper? First week of February Did deductions start for January enrollments? Second week of February Did December enrollments receive first bill? Third week of February Are all cases paid for February?

Agent training only. Not for sales use.TMK1536 0214 Existing Cases Script Agent training only. Not for sales use.TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 Existing Worksite Case Script

Agent training only. Not for sales use.TMK1536 0214 Worksite Online Billing Most common challenges with WOBS Don’t receive emailed bill (they don’t get a paper bill). Comes from noreply@libnat.com on the 22 nd of the month Can’t log in (PIN is on the bill)

Agent training only. Not for sales use.TMK1536 0214 Moving Payroll Deduction Customers to Bank Draft Agent training only. Not for sales use.TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 PD Authorization

Agent training only. Not for sales use.TMK1536 0214 Worksite Bills – Marking off Employees Bill with ‘P’ permanents marked off

Agent training only. Not for sales use.TMK1536 0214 Worksite Bills Bill with ‘P’ permanents marked off

Agent training only. Not for sales use.TMK1536 0214 Moving Payroll Deduction to Bank Draft List is published on the Saturday SAMs Customers who purchased on Worksite that are no longer with the company

Agent training only. Not for sales use.TMK1536 0214 Payroll Deduction to Bank Draft Sample Agent training only. Not for sales use.TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 Transferring PD to Bank Draft Sample

Agent training only. Not for sales use.TMK1536 0214 Transferring PD to Bank Draft Sample Use the Field Inquiry Screen on Agent Services to look up customer’s phone number by using policy number

Agent training only. Not for sales use.TMK1536 0214 Transferring Policyholders to Bank Draft Script ? Agent training only. Not for sales use.TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 Transferring PD to Bank Draft Script

Agent training only. Not for sales use.TMK1536 0214 Waiving Premium Rules Will waive up to two months premium Will only waive premiums that are missed

Agent training only. Not for sales use.TMK1536 0214 Policy Exceptions Employer must make one payment for Group Term to be eligible to be moved to bank draft Dental and Vision cannot be moved to bank draft

Agent training only. Not for sales use.TMK1536 0214 VII. Tracking Lost Business ? Agent training only. Not for sales use.TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 Tracking Lost Business Use Qlikview Minimum Standards Dashboard Updates Tuesdays Two goals: 1. Fix it. 2. Learn from it

Agent training only. Not for sales use.TMK1536 0214 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 email. It requires face to face or phone calls to get answers This report should be ready by the Friday meeting with the Agency Owner

Agent training only. Not for sales use.TMK1536 0214 Tracking Lost Business – Before

Agent training only. Not for sales use.TMK1536 0214 Tracking Lost Business – After

Agent training only. Not for sales use.TMK1536 0214 VIII. SAMs/Reports Agent training only. Not for sales use.TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 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.

Agent training only. Not for sales use.TMK1536 0214 Monthly Premium Notices About to Lapse, call them, go see them if no phone number.

Agent training only. Not for sales use.TMK1536 0214 Monthly Premium Notice Script

Agent training only. Not for sales use.TMK1536 0214 BB Stop Pays Requested by Insured or Agency. Call customer to find out why they stopped pay.

Agent training only. Not for sales use.TMK1536 0214 Applications Processed All applications that were received in the home office by 3:30 p.m. Central the previous day

Agent training only. Not for sales use.TMK1536 0214 Loans, Surrenders, EI, and RPU

Agent training only. Not for sales use.TMK1536 0214 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.

Agent training only. Not for sales use.TMK1536 0214 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.

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 QAC / RIP Notifications Letter status notification. Call the customer and get them to complete QAC Call.

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 Non-NSF Emails Only for Non-NSF failed drafts (closed account, frozen account, account not found) Day 1: Email AgencyDay 11: Call customer Day 5: Call AgencyDay 14: Report Adverse Day 8: Email Agency

Agent training only. Not for sales use.TMK1536 0214 Status Shows all pending requirements added on an application.

Agent training only. Not for sales use.TMK1536 0214 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.

Agent training only. Not for sales use.TMK1536 0214 COD 15 Days Past Due Additional reminder. Should be already assigned on the COD Tracker.

Agent training only. Not for sales use.TMK1536 0214 Policies Issued Shows policies issued the previous day prior to 3:30 p.m. Central Time

Agent training only. Not for sales use.TMK1536 0214 Bank Draft Returns Existing Business where the monthly bank draft was returned. Company automatically redrafts. No action on agency.

Agent training only. Not for sales use.TMK1536 0214 Cancelled/Declined Apps Tells why an application was Cancelled or Declined. If A-250 application, get requirements completed and re-open application.

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 Key Reports 0I125 LNL New Business Status Report Updated Tuesdays Status on all pending A-250 application requirements

Agent training only. Not for sales use.TMK1536 0214 Key Reports BI925 Batch Pending Updated Daily Status on all pending individual batch requirements

Agent training only. Not for sales use.TMK1536 0214 Key Reports BI925 Batch Pending Worksite Updated Tuesdays Status on all pending batch worksite application requirements

Agent training only. Not for sales use.TMK1536 0214 Key Reports OI525 CODs by Days Pending Updated Fridays Status on all pending CODs that have not been issued or cancelled

Agent training only. Not for sales use.TMK1536 0214 IX. Reinstatements Agent training only. Not for sales use.TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 Reinstatements Rules Agent training only. Not for sales use.TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 Standard Reinstatements Agent training only. Not for sales use.

TMK1536 0214 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 268891 Oklahoma City, OK 73126

Agent training only. Not for sales use.TMK1536 0214 Bonus-Paying Reinstatements Agent training only. Not for sales use.TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 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 15-30 minutes of each call clinic to call delinquent customers on their agency

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 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.

Agent training only. Not for sales use.TMK1536 0214 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!

Agent training only. Not for sales use.TMK1536 0214 Reinstatement Bonus Transmittal

Agent training only. Not for sales use.TMK1536 0214 Who are we calling? Lapse list emailed as spreadsheet by Home Office 22nd of each month from AUTOMAIL@libnat.com List is pure lapses. No cash value, Extended Insurance, Reduced Paid Up, Death Claims

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 What do we say? This is a customer service call, not a sales call!

Agent training only. Not for sales use.TMK1536 0214 What do we say? No matter the response, set the appointment.

Agent training only. Not for sales use.TMK1536 0214 Mailing Reinstatement Letters Use approved Reinstatement Letter Can edit your contact information

Agent training only. Not for sales use.TMK1536 0214 Mailing Reinstatement Letters Set up Business Reply Mail account through post office for reply envelopes. Only pay for postage you use

Agent training only. Not for sales use.TMK1536 0214 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

Agent training only. Not for sales use.TMK1536 0214 Reinstatement Request

Agent training only. Not for sales use.TMK1536 0214 Reinstatement Letter

Agent training only. Not for sales use.TMK1536 0214 Plan Code Cheat Sheet

Agent training only. Not for sales use.TMK1536 0214 X. Miscellaneous Agent training only. Not for sales use.TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 Key Contacts Must be emailed from your QM@libnat.com address Customer Service: Everything custserv@libnat.com 205-325-4979 Worksite Department: Billing, New Bills, Rosters worksite@libnat.com Agency Support: Technical Issues agencysupport@libnat.com Use LogMeIn on Agent Services

Agent training only. Not for sales use.TMK1536 0214 Any Other Questions? Agent training only. Not for sales use.TMK1536 0214

Agent training only. Not for sales use.TMK1536 0214 Homework Schedule follow-up call By Friday Email me: Lost Business Tracker New Case Tracker Existing Case Tracker Re-enrollment Tracker COD Tracker

Agent training only. Not for sales use.TMK1536 0214 Luke Gilliam, VP Quality Business Contact Info Office: 972-569-3747 Cell: 214-415-3660 lgilliam@torchmarkcorp.com

Agent training only. Not for sales use.TMK1536 0214 Quality Manager Training Updated Feb 2014 Agent training only. Not for sales use.TMK1536 0214.

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Agent training only. Not for sales use.TMK1536 0214 Quality Manager Training Updated Feb 2014 Agent training only. Not for sales use.TMK1536 0214.

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