Policy
True or False
Loan is an amount that you borrow from your Face Value
False: Cash Value
Toll Free hotline and business hours for NTT
866-440-4047 8am - 5:30 pm EST M-F
Ester called in and wanted to cancel her policy because her policy is always on grace period due to insufficient funds. She mentioned her salary is being credited every 15th of the month and her due date is every 10th. How do we respond to this?
Offer draft date change to every 16th -28th of each month so funds will be available, if she declines proceed with cancelation, create task and provide TAT
What group should the F customer choose in downloading the form from our website?
Group B
What queue and to whom do we transfer payment method change?
Payment Queue Xfer Non-Recorded and to our payment specialist
Customer already requested to get a copy of his/her policy several times and still did not received any? what do we need to check and how do we proceed with the call?
Check if the address is correct, if the address on file is correct ask for an alternative address then create task.
Email SSO for FT and 200 policies
None- we only have SSO email for 866 and our own department
As Csr1, what are the information that we need to provide to CSR 2
policy number, confirm if call is authenticated and the main concern of the caller.
What are the details that we need to secure in filling a claim? (Claim notification)
Date Reported:
Insured's Date of Death:
Insured's Date of Birth:
Insured's Name:
Insured's SSN:
Location of death (US or outside US):
Manner of death (natural, homicide, suicide, accidental, etc):
Caller’s relationship to the insured:
Caller's Name:
Caller's Address:
Caller’s Callback Number:
True or False
We always need to provide disclaimer/payor authorization to every payment calls that we receive.
False: payment method change only as csr1.
This is a benefit that waives premium payments if the insured becomes totally disabled.
Waiver of Premium
SSO for NTT payments
***Make a Payment - •Select 'Prompt 1' for Payments, which will allow you to make a payment through a self-service line without having to wait to talk to someone
•Log into their customer portal at myaccount.lumico.com to manage payments – if they've never registered, they will need to use the email address listed on their account, last 4 of SSN and Date of Birth***
Kira called in the hotline and after verifying the policy and providing her concern the call got disconnected. You decided to call her back, provided your opening spiel and you also mentioned that you are calling from a recorded line and proceeded in verifying/authenticating the policy again- Is this a correct practice?
Yes
When filling a claim we need to send email to customerservice@lumico.com.
iptiqclaimsnotification@exlservice.com
What are the steps in changing payment method EFT to CC as CSR2?
1. DASHBOARD > WRENCH > Update Billing Information > Billing Arrangement > EFT > Submit
2. DASHBOARD > MORE+ > ROLES > PAYOR/OWNER > WRENCH > ADD CREDIT CARD - Stripe
3. DASHBOARD > MORE+ > ROLES > PAYOR/OWNER > BANKING > Click APPROVED > PENCIL icon > ACCOUNT STATUS to "Declined" > End Date > Date Today > Save.
4. DASHBOARD > CREATE TASK > TASK TYPE = PAYMENT MODE CHANGE > FOLLOW TEMPLATE ABOVE > TASK STATUS = COMPLETED > Assign To: Yourself > SUBMIT
Policy Status that can be reinstated
Lapsed
Terminated
Agent Nico from Select Quote wanted to know more about a policy and provided pol number that was not found in fast. what do we need to do?
Transfer to 833-866-9741
Customer is asking if we can email him/her a receipt after making a payment- What should we tell the customer?
Acknowledge the request and tell them directly that we still don't have that type of service. They can always communicate with their bank to ask for receipt/statement. We can provide our EID as reference number.
SLA for claims under contestability period
3-5 BD - preparation of claim forms
7-10 days - mailing of forms
Once all necessary documents are received on our end,
5-10 BD - Processing of claims
3-5 BD- Check preparation
7-10 Days Sending of check via mail
Customer called in today, August 13, 2024, next due date is August 20, 2024 and is requesting to change their draft date, what do we tell him/her?
Check policy status. Ask what specific date for the draft date and provide options: If backdated from the call date they need to make OTP, if future dated no need for OTP.
Alma called in today July 14, asking to reinstate her policy. Her due date is every 8th of the month. Last month, her payment failed due to financial hardship. What is our next step?
Ask to pay June and July Premium.
Maritess called in and wanted to cancel her policy. She is unable to provide a policy number but mentioned it's a life insurance. What is our next step?
Ask for complete name and SSN to search in Fast -If no policy found ask if they acquired the policy before JULY of 2023. If yes, provide 866 hotline with business hrs. email as SSO then transfer to 866-440-4047 hotline
Financial Professional is calling about an F policy already found in FAST and wanted to know the specific details on the policy- How should we proceed with the call?
For Financial Professional (FinPro) callers or their assistants, we must confirm the following the following from the caller for authentication:
*If the caller identifies themselves as the FinPro’s assistant, please confirm the caller’s full name before proceeding.
How do we process claims for multiple beneficiary?
Each bene must complete the claim form for us to proceed with the claim process.
During the payment method change the account number and details of the card provided by Ian were declined by our system after submitting. What is our next step and what do we tell Ian?
Ask what type of card or bank details the customer is adding. We only accept Credit, Debit and EFT. Prepaid Debit card and Direct Express are not supported.