Show:
Policy Procedures
Ownerhip
MSGLs
Letter Writer
How do you do that?
100
I can make a payment to the policy
Who is anyone?
100
The owner of the policy is usually
What is the applicant of the policy?
100
This is the department that you can send requests to reduce coverage when the policy has cash value or a loan balance.
What is MSGL to GLBU
100

The customer needs a letter to send to Social Services or Medicaid.

Send CDH4


100
Send a copy of the policy?
From eService, select Policy Certificate and choose the type customer wants to receive.
200
I can change the address and phone number on the policy
Who are the owner and the payer?
200
A Modified 26 policy has different rules for ownership. 
What is the insured becomes the owner at age 21.
200
Send messages to this department to process misapplied premiums
What is GPA
200
The customer wants to change the beneficiary and the address at the same time
What is a WBCH (CBCH C133) Letter
200
Send a Premium History Letter?
Go to Mainframe LMA 2 page

Hold the Shift Key with F2 Key

Select 03 enter the customer should receive this in 7 to 10 business days.

300
I must state this at the end of all of my calls.

What is "Thank you for calling Globe Life"?

300
To verify ownership I must do this.

Check the insureds Date of  Birth

Check the Plan Code to follow the plan rules for ownership.

Check the application image or applicants name in Mainframe or onBase.

If needed send MSGL to GLAPPREQ

Always check the NOTES to verify if an ownership change has taken place.


300
Send MSGLs to this department to process payments listed in OnBase but not posted to the premium history or misapplied to a different policy.
What is MSGL to PREMACCT?
300
The customer wants a letter to show who they have listed as the beneficiary?
What is the C079 Letter? Also note: it is better to send a policy certificate, it will show the beneficiary and is much easier than sending a letter.
300
The customer is set up on auto draft they forgot what mode they selected. How can you tell the mode? 
Use Mainframe LMA 2 page and see the Mode at the top of the page next to the Draft information.

BD is bank draft and CC is card draft.

400
I must offer this when the customer is calling in regarding a claim or a claims status. 
What is condolences?
400
Who are the authorized individuals to change the beneficiary on the policies
What is who's the owner and the authorized POA?
400
Send messages here to process loan requests if you cannot process them due to system issues.
What is MSGL to GLBU?
400
The customer requests to schedule recurring payments once every 3 months using their checking account.
What is send a CS74 letter?
400
What is the shortcut way to reinstate a policy without sending a letter?
Use Mainframe LMA 2 page 

Select TAB

Place the letter R to reinstate 

Select F5 to process

500
When the customer wants a quote for a new policy I must first ask them this.
What state are you calling from?
500
This is an individual that can also change the ownership on the policy. 
The authorized POA 
500
Send messages here to process a stop pay and reissue of a loan or surrender check when it has been 30 days since the check was issued and the customer has not received the check. 
What is GLBU?
500
The customer has asked that we authorize a relative to receive information on their policy. The customer does not want a POA>
What is send a CS21 Letter.
500
How can you tell how much money a customer has paid into the policy since the day they started paying on it?
Go to Mainframe LMA2 page

Select F6

See the accumulated premium in the upper portion of the right side of the screen.