A type of insurance that pays a benefit if the person who is insured by the contract dies while the insurance is in force.
What is Life insurance
100
This type of insurance provides a death benefit if the insured dies during the term specified in the policy.
What is Term policy
100
Displays important messages for the customer service rep.
What is the Message Board
100
Confirmation of Insured and Owner, correspondence, face amount
What is information that can be released to the insured
100
Received
Step 1: Advise date of work item and SLA.
Step 2: If within SLA, verify the address/phone number in the work item.
Step 3: Document the call in C.O.R.E. using the Address Change call reason.
What is the Address Change SOP
200
A company's ability to meet its financial obligations on time.
What is solvency
200
It features a renewable provision that allows the policyowner to renew the coverage at the end of the term without having to show proof of insurability.
What is Yearly Renewable Term
200
Provides a history of policies accessed same day.
What is the Home screen
200
As stated on the documentation until date of death of the owner.
What is POA telephone disclosure guidelines
200
Common Scenarios:
Payor Validation
Payor Change ( Initial Call)
Payor Change Status
What is Payor Change SOP
300
A form on which the proposed insured states facts requested by the company.
What is an insurance application
300
If the insured can prove satisfactory insurability, coverage will then be provided at the lower rates than when the policy was initially issued.
What is Re-entry Term
300
This screen provides the following information:
Owner Name,
Policy Effective Date,
Suspend Code (s),
Premium,
Insured Name,
Product Information,
Beneficiary,
Policy details,
Grace Period,
Agent,
Pop button
What is the Policy Summary screen
300
Policy status, correspondence confirmation (incoming), beneficiary confirmation with date of death. No premium, financial, or claims information can be released.
What is information that can be released to a caller without CIR
300
Customer terminology:
· Who is my beneficiary?
· I need to change my beneficiary.
What is Beneficiary Change SOP
400
Responsible for ordering any additional requirements to access the risk.
What is an underwriter
400
Insurance that is written on the life of a person who is not yet an adult.
What is a Juvenile policy
400
Shows all individuals who have a relationship to the policy
What is the Person List
400
Name of owner, owner zip code, insured DOB, and policy number or complete ssn
What are the initial pieces of information the call rep should ask to authenticate the caller
400
Step 1: Send out form by mail through C.O.R.E., Rightfax, website or email. (See SOP on sending out forms.)
Step 2: Provide SLA on the form for processing time once we receive back.
Step 3: Communicate the requirements for ownership change.
· New owner must sign
· Old owner must sign
· Viatical information must be mailed in. We will not accept viatical information through fax.
Step 4: Document the call in C.O.R.E. using the CLIENT MAINTENANCE call reason.
What is Ownership Change SOP
500
Responsible for the timely and accurate adjudication of life claims.
What is the Claims department
500
Flexible premium adjustable-benefit life insurance contract, which accumulates cash value.
What is Universal Life
500
The screen where the most current login information for the administrative system is housed and updated.
What is the Login Maintenance or Admin screen
500
Information as stated on the Confidential Release Information form
What is information that can be released to the receiving party named on the CIRF
500
The signature of the individual making the POA.
· Signature must be witnessed and/or notarized (state specific). See State specific requirements section.
· The individual to be given the POA must be listed.
· Instructions for what the POA is to be used for.