Can you share information
PO calls in and gives you 1st verifier, on the second verifier states his premium is around $39.30. (His actual premium is $39.34)
No, needs to be exact number or a different verifier
Policy type that has a return or premium (ROP).
Term Life Policy
We need to transfer the caller to FUW Simplified UW. (Don't forget to hit 1, 1, 1 before joining and dropping.)
Screen to view cost of insurance(mort charge) or past premiums
POLH on MAL
Advise you can place a stop but cannot completely remove the info without PO's auth.
Granddaughter calls wanting to check on her grandmother's policy to make sure the coverage is still 10,000.
Cannot share information without PO's auth or if grandchild is POA
Policies that have a 61 day grace period
IUL and UL
PO calls in to make a payment since last week's payment was not successful. There is an open note in CPIS for a returned prem.
Advise to call back in a few days when our system registers the return, then we can take the payment.
Where can you find who the insured and owner are?
MAL after entering your policy number, SWT, CA, SF and CPIS screen PLCN. If there was a recent change, can check CPIS notes or CN paperwork.
Agent calls requesting an illustration for her client
Create a 460 BE, notate it and forward
POA calls in to check on bene status
Yes if we have their documents on file and a POA BE
Do not have monthly paper billing as an option
BU policies
The customer calls in to make 3 payments with card to keep policy from lapsing.
The system is unable to process more than 2 payments at a time. Payment must be mailed or wired.
Screen to view total premiums paid
POLIT on MAL
Requesting a duplicate policy vs eob for social services
Duplicate policy: follow SF flow (check for any open requests already in progress)
Eob for social services open and complete a 090 BE
Funeral home director calls in to check on policy status. PO is alive.
Not without po's consent.
COI increases every year with age
UL
PO calls and states they are locked out of their CA account.
Unlock their account and offer reset password if needed.
Screen to find a policy on CPIS
ICNP
Client calls in asking for surrender forms
Offer to have them speak with terms department first, if not you can put in the BE ad forward
PO's daughter ci stating they always pay online on CA for their dad, but they are having issues logging in.
Cannot assist with anything CA/log in related unless PO is on the line.
Stop bill has to be entered in Session Y in MAL
LMF policies
PO ci asking if their policy has any benefits other than just the face amount
Check policy copy for any riders
Screen in CAPSIL that allows you to see the Producer Hierarchy.
POLI-R
Let PO know nothing is available to borrow until there is no surrender fee. You can check the policy copy to check aprox how many years.