Functions of the Hive
How do you favorite Hive articles?
On a Hive article, select the star button at the top of the screen.
What article # can help find the assigned examiner for a claim?
2932
Is a Death Certificate required to payout just the RMD?
Yes. Article 7238
What stationery should you send to the assigned FA of a claim after emailing their beneficiary paperwork?
The Home office contacted by a beneficiary in the death claim for (Deceased name and Thrivent ID) stationery. Article 3229
What is the article name listing required forms for Funeral Home beneficiaries?
What forms are required when a funeral home is a beneficiary? Article 3678
What 3 things can any CCP do in the Hive?
Create, Edit, and Mark for Review.
What article # would you find the Death Reporting script?
9867
How does BCS request a review of POA paperwork?
Via a stationery sent to BOA, or a phone call to BOA. Article 7165
How can someone cancel an FHA?
The FH/Funding company must submit a release of assignment. Article #8316
During a wrap-up what article name will help determine if a “File/Route” is required?
File Routing vs Document Integration. Article 3876
What does “Edit Favorite” allow you to do?
Delete and rearrange your favorited articles.
What is the Funeral Home HUB article #?
10933
How can you tell if a BEI/COT has been accepted/not accepted for use in a death claim?
The examiner will annotate the 28E or add a note to review record. Article 6101
Can I KBA a foreign beneficiary to authenticate them?
Yes. But it may not work depending on if they still have records in the U.S. Article 3412
What article name will tell you what EDB, NCT, and BEN mean on Mainframe under DMMU?
Death Claims SMIS Reason Codes. Article 3166
How do you search for just BCS articles?
Filter your search to “Knowledge” then change “Topic” to BCS.
What article # is BCS Authentication?
6975
Can a beneficiary disclaim a specific amount?
Yes. Article 3187
What do you do if you are informed that the beneficiary passed away prior to claiming?
Send an email to BOX Death Claims General with the information for review. Article 7566
What is the name of the article that discusses beneficiaries changing their claim decision?
Can I change my claim election? Article 3421
If you had difficulty finding an article, what should you update in the article?
The Keywords
What article # has best call practices to help with First Call Resolution?
12602
If you get a call with multiple beneficiaries on the line, do we authenticate them all individually and collect permission to speak with each of them?
No, only one beneficiary needs to be authenticated with name of the deceased and 2 pieces of the decedent’s info, everyone else provides their own full name and no permission required while on speaker. Article 5152
How can you help your caller if they seem lonely or just enjoy having someone to talk to?
Offer to provide the contact information for Friends & Co. Article 2101
What is the name of the article where you can find call center extensions pertinent only to BCS?
Death Status Quick Reference Sheet. Article 3244