CL Job Aid 1
For Canada Life Insurance
Confirm from caller the policyowner's first and last name, Confirm from caller policyowner's apartment and/or street number, street name, city and postal code, Confirm from caller the insured’s date of birth (only one DOB is required on joint insured policies).
What are the 3 Hard Stop security questions for authentication.
Advise caller there are no tax implications for surrendering this type of policy. Name 2
What is Living Benefits-CI or DI, Term Insurance, TD Accidental Death
The policy uses the current annual dividend to pay the full mode premium. If the diviend is insufficient the balance owing will be surrendered from the existing PUA.
What is Full Premium Offset
Member does not speak English but speaks Mandarin.
What is confirm with member the Language needed
This specific form cannot be sent to the caller by the CSR.
What is the 17-8217 - Application for Policy Change.
Caller wants to know how much money they will receive back on their disability policy on the 7th anniversary.
What is a ROP-Return of Premium Request
This type of policy could have an ADO
What is a whole life or PAR policy
Owner would like to change banking on a policy that has lapsed.
What is re-instate a policy
Caller is the owner and would like to take money out from their Universal Life Policy without incurring interest.
What is request a partial withdrawal
Caller is the owner and has recently married and last name is changed.
What is CL Title / Name Change
Advise caller the financial institution which will hold the assignment will have the appropriate form to complete.
What is release assignment
System used with updated new taxonomy for UL policies
What is Onbase - CSC call log
Individual Owner can complete the address change here
What is My Canada Life site if they are registered
Minimum number of referrals CSR should be adding per day to the Digital Adoption Tracker.
What is 10
The job aid that you would find information on "Advance Death Benefit"
What is Claims
Advise caller unless specified the dividend option will be changed to Paid-Up Additions.
What is cancelling a rider.
What job aid would you go to if caller states that they "do not want all recorded"
What is the Client Privacy job aid
What is
Advise caller the request will be referred to Client Services.
Complete a CSC Call Log or eForm referral following the Sending Instructions for referrals job aid.
Policy owner is asking for an loan to be automatically put into bank account and does not want cheque sent. You would let policy owner know they have this option.
What is EFT that you would complete
Caller wants to decrease the coverage amount on a life Policy, you would follow this job aid.
What is Policy Change - Decrease Coverage amount on a Life Policy
Joint owners/insured are now divorced and only one wants to keep the policy. You would find the information on how to proceed in this job aid.
What is policy change - joint policies - exchange/split/switch
Caller complained about a CSR error on banking as did not stop banking. You would follow this job aid for the complaint.
What is CL Communication - Call centre Feedback - Submitting Feedback
This is the job aid to follow up on a request already submitted.
What is CL Communications
Owner is calling to change Sundry amount, I would follow this job aid.
What is Premium - UL Sundry Amount Change job aid
Owner would like to stop paying for his UL policy as the owner believes he does not need to pay for policy anymore to keep it active. I would follow this job aid.
Premium /