ESC
What does ESC stand for?
Enrollment Solutions Center
What do you need on every call but is NOT a KBA
Caller's name.
Do Children go through the MUW process?
No.
What is Full vs Core Record Keeping?
Full - we do everything
Core - employer chooses select services for Pru to handle
Where do we go to reset someone's password?
ISSO
What is GI?
Guaranteed Issue. The amount of coverage applied for that is auto approved and does not have to go through the EOI process.
What form is needed that allows us to speak with an individual for 2 years but does not allow changes to be made to the policy?
TPA (Third Party Authorization) form
Medical Underwriting process can continue for up to 6 months after the date of signature. After 6 months the applicant must complete a new EOI and re-apply for coverage. Prudential will go by the most recent signature and date on file.
Where do you find what services we handle for each ER?
RKS PH Database
What is the Rounding Rule?
The coverage amount is rounded to an even dollar amount (usually $1,000).
How many KBAs are needed to confirm a beneficiary?
3 KBAs
Are we allowed to give someone their denial reason over the phone?
Yes, if a denial letter has been generated and can be viewed.
If someone would like to cancel their optional life insurance coverage, what action do you take?
Set a "Cancel Coverage" SR in Service Platform.
True or False: We are able to see someone's password for the website.
False
Name 3 inquiries that the ESC line would receive.
When is my enrollment start/end?
What would my payroll deduction be if I enrolled into X amount?
How do I reset my password for the enrollment site?
How much coverage can I enroll into?
What information can we not provide a spouse with if they are asking about their MUW application?
Coverage Amount.
What is the Info 6 icon in Omni/what is it used for?
Speech bubble with a blue question mark. It is used to check if someone is pending a SF EOI.
What is the grace period for bills?
60 days
Name 3 things someone can do on the website?
View/Update beneficiaries
Submit a claim
Complete EOI
Check MUW Status
What is a Plan Highlight and what can be found in it?
A document that holds employer's enrollment information as well as coverages available for employees.
Plan Information, how much an employee can enoll into with or without EOI, says GI (Guaranteed Issue) amount, Rates, web enrollment site used, if PPSC is used, etc.
Name 6 different examples of accepted KBAs
DOB
SSN
Control #
Policy/Member #
EE ID #
Beneficiary Name
Coverage/Premium Amount
Where in Omni would you view if we send out approval letters?
View --> Client Information
Where can you look to determine if we have received a payment, even if it has not been applied to the account yet?
Payer Account in Compass Mbr Due Paid Prems tab
What would 3 reasons be why someone cannot access the ESC website?
We do not do enrollment for their Employer.
Wrong Website / User Error
Outside Enrollment Period
ID/PW does not match our records
Web is down