Trust
Which system can be used to verify account roles?
Client Central
Service Center
PAW
Name of the role who has access to an online account?
Policy Representative
In which cases can we assist a POA for online access?
We must speak to/verify the Policy Owner and receive permission to assist the POA further. If we are not able to verify the Policy Owner and gain permission, we cannot assist the POA.
What must be confirmed before telling a caller they will receive online access?
Trustee role is set and signed form is in DMS
Must be signed by the Designated PR and two company officers and their titles, if one signature from the officers is missing this form will be rejected.
Is submitting the Online Authorization Form alone enough to grant online access?
No, the Trustee role must also be set
What would you do, If the role is not established in the system?
Review DMS for supporting evidence , depending on the results, follow the instructions
How do you verify if no policy number is provided?
*Caller’s name - confirm caller is Attorney-in-fact
*Name of the policy owner (This person is also the Principal)
*Full SSN of the policy owner
*Date of Birth of the policy owner
What can you do, If we have the Online authorization form on DMS but not the role?
Create an AWF Client support
What would you do, If the role is not established in the system, and there is evidence of the role
•Continue with the verification process and proceed with the call
•Create an AWF item with the appropriate title to add the role to the system.
Is there online access for LTC policies?, what would you do?
POAs do not have access to MyNYL online accounts. This restriction remains in place.
However, illumifin Customer Service can assist LTC POAs requesting portal access. They will provide a link to the LTC portal.
What do you need to do if you don't have the option to update MCI of the trustee?
1.Perform High Verification
•Complete the High Verification process with the client.
2.Create a Client Support Item in AWF
•Document the results of the High Verification.
•Include the email address and phone number to be added to the client profile.
What would you do, If the role is not established in the system, and there is no evidence of the role
•Do not continue the verification as a PR.
•Without documented evidence, the individual cannot be verified or proceed in the PR role.
•Ask the caller to send the proper documentation
What would you do if you receive a written request from the POA to get online access?
It should be sent to AWF Title for review