All about PAC
What service request will you take if the authenticated caller is asking who the payor is?
PAC inquiry - CCC
What does NWPF stands for?
Non-withdrawable premium fund
Redirecting: Give 2 departments under "5 second rule" where we instantly transfer the call and no logging is required.
GB, Group Life Claims, GRS, PSHCP, Special Markets, CSC
The authenticated client/payor wants to add a joint payor in his/her existing PAC, what will be required?
None, we can add a joint payor without the E75 form.
An Application for Withdrawal of Transfer of funds form (E16B)
What is our transfer spiel if the department we are transferring to is under the 15-20 Second Rule?
"I don’t have access to this policy, I’ll have to transfer you to the appropriate department. There may be a short wait, and you may have to repeat some information."
The authenticated caller wants to pay off his/her outstanding loan using his PAC arrangement, what service request will you take?
PAC one-time special withdrawal - CCC
For Universal Life policies, where does the client's premium payment go?
Accumulation fund (big bucket)
Give 5 information that must be collected when initiating a life claims.
Deceased’s full name, DOB, Date of death, Marital Status, Cause of death, Funeral Home information, Caller’s contact information, etc.
The authenticate caller/payor wants to change his PAC day for this month only, what service request will you take?
PAC suspension - CCC
What is the dividend option that pays the annual premium and the remaining balance purchases additional paid-up insurance?
AR (Annual Reduction) with secondary dividend option of PUA (Paid-up additions)
Redirecting: Give 2 departments that requires RCM/TL approval before transferring.
Life claims & Tier 2 teams
Give 5 PAC service requests that can be accessed using PAC inquiry - CCC service request.
PAC add to existing arrangement, PAC banking/payor/date change, PAC cancellation, PAC cancel special withdrawal, PAC payment change, PAC special withdrawal, PAC suspension
Give ALL 3 term/word we use for “Small Bucket” of Ingenium policies.
Side fund, Overflow Fund, Premium Fund
Give 5 information that must be collected when sending leads for a new individual client.
Full name, Phone number, Postal code, Best time to reach the client, Language preference, Special handling